Manager of Loyalty Operations

Overview

One of America's largest retailers is seeking a growth-oriented Manager of Loyalty Operations to assist in the management and growth of a multi-tender loyalty program across a paid membership and credit card portfolio. Reporting to the Director of Loyalty Operations, this manager will collaborate with cross-functional teams to run the daily operations of the Membership & Loyalty business while supporting the development of program enhancements that drive incrementality and retention across the enterprise.

Responsibilities

Coordinate daily operations while assessing areas of opportunities for program expansion, enhancements, and removing inefficiencies.

• Maintain acquisition and retention offer strategies, analysis, and reporting across all sales channels.

• Lead coordination of in-store Loyalty activations across the country in partnership with Operations, Sales, and Marketing teams

• Communicate upcoming program changes to internal stakeholders

Assist in the development and day-to-day management of the Membership & Loyalty benefits suite.

• Identify gaps in the Membership & Loyalty benefits suite and collaborate with Business Development, Operations, and Marketing teams to assess and prioritize 3P solutions

• Collaborate with existing partners to craft multi-tiered Member-Only offers and experiences

• Oversee brand governance on behalf of the company in Partner-driven marketing assets

Partner with marketing leaders and business stakeholders to coordinate marketing efforts on behalf of Membership & Loyalty across all business units and channels.

• Craft, manage, and coordinate enterprise-wide promotional calendar for the Membership & Loyalty program

• Work with marketing and cross-functional analytics & insights teams to deliver weekly, monthly, and quarterly reporting on promotion effectiveness

Drive the program’s digital engagement strategies through the company's online Community platform.

• Manage short-term KPIs based on the Community roadmap and Enterprise initiatives

• Deliver timely reporting of customer engagement and areas of opportunity to internal stakeholders

• Coordinate with marketing, content, and digital product teams to drive Loyalty program integrations that foster a robust Community environment.

Requirements

• Hybrid Role; ability to commute to the Downtown Chicago or Lincolnshire Offices 20-40% of the time

• Bachelor’s Degree in a relevant field (Marketing, Sales, Communications, Advertising, etc.)

• 2-3 Years of relevant experience (Marketing, Operations, Project Management, etc.)

• Highly collaborative, and results-driven

• Proven track record executing short and long-term KPIs at a large enterprise or agency

• Strong understanding of marketing and promotions foundations, systems, and processes

• Strong analytical, presentation, and communication skills

• Experience establishing and maintaining relationships with all levels within an organization

• Project Management competencies are a plus

• Willing to travel up to 10% of the time