Manager, Customer Loyalty & Personalization Strategy

Job Summary

Responsible for the delivery of new targeted customer programs and loyalty offerings to enhance the overall customer experience and improve financial performance.

Essential Duties and Responsibilities

  • Partner with customer insights and customer analysis teams to identify customer segment opportunities, must-win moments and potential loyalty innovations.
  • Monitor competitor CRM and loyalty programs, testing and adopting best practices to continuously improve program performance and value.
  • Develop and maintain customer experience and loyalty program strategic and tactical roadmap designed to increase the relevance of our personalized communication with our customers.
  • Design customer focused, innovative and viable loyalty and personalization solutions to offer new and existing customers personalized experiences targeted to their needs.
  • Lead the effort to transform our end-to-end personalized communication strategy using new CRM enhancements.
  • Coordinate work across teams to deliver new roadmap programs and experiences. Manages the development, testing and implementation of new solutions that increases engagement and financial performance. Accountable to deliver fully tested programs to operational teams for acceptance.
  • Works in close partnership with key stakeholders to gather requirements for technical development, where needed. Partner with CRM operations and IT to provide input into prioritization of new technical development amongst a portfolio of projects to maximize value creation and aligning on KPIs to measure success.
  • Serve as organization evangelist for segment opportunities to drive organization alignment around new program and experiences.

Leadership Responsibility

  • Champion personalized customer experience across the organization.
  • Prioritization of opportunities based upon value to consumer and organization.

Job Specifications

Minimum of 7+ years related experience in customer experience design, CRM or Digital marketing

Retail experience desired

Prior experience development of CRM and customer experience across channels (web, email, mobile, digital, direct mail, stores and customer service)

Minimum of a Bachelor's Degree,

Masters degree or MBA preferred.

  • Outstanding organizational and problem solving skills.
  • Strong conceptualization and visualization skills. Demonstrated experience in transferring high level ideas into workable business plans.
  • Demonstrated ability to synthesize information, prioritize efforts and drive results with a strong sense of urgency and decisiveness
  • Proven problem solver and generator of new ideas. Excellent communication and presentation skills
  • Ability to communicate effectively across all level of the organization to find workable solutions and gaining organizational alignment