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Job# 21404 BH# 304814
Contact# 5966407

Loyalty Marketing Manager

Customer loyalty is the key to building long-term, relevant relationships with customers. We are seeking a Loyalty Marketing Manager focused on our program design and to define the roadmap for the program design and innovation, and to manage the program on an ongoing basis. The Loyalty Marketing Manager will lead the development of new features and benefits and develop strategic assessments. This team member is responsible for managing program performance against operating plans and budgets to achieve financial and business objectives. This critical position will ensure the Rewards Program is being marketed consistently and effectively across channels and vehicles and that members have a seamless experience in-store and online. This role requires the individual to work closely with both internal business partners across the organization and external vendors to drive operational efficiency and strategic growth.

Essential Duties and Responsibilities

Design and implement enhanced Rewards program, with emphasis on bringing value to the customer and increasing enrollment, engagement and ROI

Understand the financial aspects of measuring and managing customer marketing investments, to include liability and make recommendations to achieve financially-driven goals

Work with internal cross-functional teams providing leadership into the creation and management of loyalty initiatives including customer database acquisition, customer profiles, channel strategies, communication strategies, customer segmentation, reporting, testing, and analysis

Define KPIs for performance and continuously measure, track and report

Create advanced offer and customer segmentation strategies and test plans for seasonal and non-seasonal campaigns to drive traffic, sales and ROI Examine customer data (engagement, redemptions and behavior patterns) and develop performance metrics associated with the program and refine future strategies and allow for data-driven decision making

Analyze campaign results and continuously refine strategies through a test and learn approach Understand competitive landscape and gather relevant insights to inform growth strategy

Own and continuously optimize processes within CRM and the Marketing team to work in the most efficient way with limited resources

Provide program administrative and customer service support as needed


Bachelor's degree (BA/BS) from four-year college or university in Marketing, Business, Economics or related field

5+ years of leadership experience at the manager level with strong background in loyalty and marketing; experience in retail or travel preferred

Passion for the customer experience balanced with understanding of underlying economics of loyalty programs

Proven track record of program management including strategy development, business planning, technology and operations

Strong project management skills demonstrated by developing, leading and delivering complex, multi-channel projects

Ability to translate data into concise and insightful executive summaries and presentations

Strong digital, social media and non-traditional marketing background a plus