About the position
The Senior Manager, Loyalty Marketing, will lead the development and execution of marketing strategies that enable the business to acquire and retain customers through a best-in-class global loyalty program. This includes the development and execution of a global marketing strategy and the development of marketing assets across all channels for our new, global loyalty program. This Senior Manager will partner with cross-functional and regional teams as the global loyalty program SME for loyalty program communications, positioning, activations, media planning and digital asset creation. The senior manager will work to understand regional barriers to customer engagement and the creation of differentiated regional and country-specific offers, media planning and member communications, in alignment with regional team goals. The Senior Manager, Loyalty Strategy will collaborate with CRM, brand, customer insights, product, compliance, legal and technology teams to develop and execute the marketing strategy. This Senior Manager will focus on member journeys, member segmentation and the development of a global bonus offer strategy to target and drive different customer behaviors and deliver personalized, ongoing member communications. This role will be accountable for all program metrics and KPIs, including enrollments, redemptions, revenue, NPS, VOC, program mix and cost, LTV and marketing / campaign-specific metrics (Open rates, CTR, offer take rates, etc). This is a global, omni-channel role, and the Senior Manager, Loyalty Marketing, will need to collaborate across differing times zones daily with our cross-functional partners mostly in North America, Latin/Central America, Europe, and Asia in the near term.
Responsibilities
- Drive the development and ongoing execution of our global loyalty program marketing strategy to drive program acquisition, engagement, customer retention and advocacy.
- Support global program roll-out marketing efforts as our loyalty program marketing SME, in partnership with regional marketing teams.
- Work closely with customer insights, data analytics, CRM, GTM and the Loyalty teams to identify new marketing tactics and strategies.
- Drive alignment with regional and cross-functional teams on our marketing vision and roll-out plans to drive awareness and excitement about the program.
Requirements
- 8+ years of work experience in loyalty marketing / CRM, marketing strategy or product development.
- Experience with loyalty marketing program strategies and tactics is preferred.
- Experience in financial services is a plus.
- MBA Preferred.
- Strong team management and communication (written and verbal) skills at all levels, including the ability to present to large teams.
- Experience with cross-functional teams in roles with increasing responsibility.
- Strong knowledge of CRM and loyalty program marketing tactics, strategies across all channels (retail, digital, OOH, social).
- Strong strategic and analytical skills. The ability to translate value proposition into engaging marketing assets.
- Experience with brand, GTM, integrated marketing teams, as well as drafting marketing briefs for offers, ongoing marketing communications and creative asset development.
- Skilled at developing strong relationships quickly, creating buy-in and driving success with cross-functional teams.
- A strong comfort level with ambiguity and a fast-paced environment.
Benefits
- Family First Program
- Flexible Time off
- Medical, Dental and Life Insurance
- Student Loan Repayment Program
- Tuition Assistance Program
- Parental Leave
