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Loyalty Program Manager
2 months ago
The Customer Retention Strategist plays a pivotal role in driving business growth through effective customer retention strategies. Reporting to the Head of Retention & Loyalty, this individual will work closely with various internal stakeholders to develop and execute loyalty programs that foster customer longevity and profitability.
Key Responsibilities- Develop and execute loyalty strategies to support customer retention efforts, aligning with business objectives and market trends.
- Collaborate with internal stakeholders to design and implement retention marketing strategies, leveraging data-driven insights to inform decision-making.
- Communicate campaign metrics and results to stakeholders, providing actionable recommendations for improvement.
- Define and implement personalized customer experiences across channels, ensuring seamless interactions and optimal ROI.
- Manage internal resources to deliver high-quality proposals, reports, and process documents, meeting deadlines and budget constraints.
- Identify opportunities for process improvement and develop lifecycle campaigns to drive business growth.
- Ensure campaign calendars and strategic marketing documents accurately reflect marketing objectives, target audiences, and ROI, aligning with the business strategy.
- Prepare summary reports and post-campaign analysis, utilizing business intelligence resources to inform future initiatives.
- Minimum 3-5 years of experience in digital marketing, with a proven track record of implementing and managing digital marketing programs in a multi-channel environment.
- Deep knowledge of customer journey optimization best practices, including testing strategies across channels and designing contact strategies, automation techniques, and customer experience optimization.
- Demonstrated experience with data-driven marketing, A/B and multivariate testing, analytics, and digital marketing tools.
- Previous experience managing rewards and/or customer loyalty programs, with a strong understanding of customer behavior and preferences.
- Ability to interpret and present data/results to stakeholders in engaging and meaningful ways, using advanced Excel skills and MS Office applications.
- Excellent negotiation, influence, and relationship-building skills, with the ability to manage multiple projects simultaneously in a complex organization.
- Some travel may be required, with the possibility of remote work arrangements.
