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Loyalty Marketing Manager

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Drive the our Beauty client's loyalty program; execute member benefits; measure results; research and test new benefits; manage loyalty measurements and P&L

Partner with key stakeholders in eCommerce, Retail, Brand Marketing, Finance and IT to develop and drive the loyalty marketing and execution calendar across brand and channels
Carry out day to day execution of loyalty program activities across brands and channels including offer execution, collateral management, and marketing execution oversight
Develop, evaluate and prioritize loyalty program opportunities to best direct finite resources and optimize the financial return on the loyalty investments and activities
Drive innovation in loyalty offerings to provide a positive customer experience and a strong ROI by generating new ideas and using test and learn strategies to gauge performance and optimize their implementation
Serve as the functional triage leader, pulling appropriate parties together as needed to resolve loyalty customer issues
Collect and analyze relevant documentation, including risk assessments, points, and rewards audit findings, remediation plans, policies & standards, and business process flows for the Loyalty Program
Ensure the voices of the Customer and Associate are well-represented in all program decisions
Proactively lead conversations and drive improvements in emerging topics, e.g. fraud control

· Manage day to day relationship with internal CRM partners to successfully execute ongoing loyalty strategies as well as strategize future vision for program evolution.

Partner with loyalty vendor and internal partners to ensure successful campaign testing, targeting and execution
Develop future strategy proposals based on current performance and best practices from the marketplace
Enter all promotions into the CRMS platform for targeting, segmentation and offer set up
Work with database team to successfully target specific customer segments with the most relevant offer to change the targeted behavior
Serve as the administrator for offers, rewards, and user access within the Loyalty platform
Manage the performance of vendors to ensure optimal service delivery
Work with business & IT stakeholders to plan, prioritize, and implement program enhancements
Perform functional testing & validation of fixes and enhancements delivered by technology partners
Investigate issues to identify, source, resolution and risk with internal and external partners

· Establish KPIs and develop reporting to measure program effectiveness and performance against budget and last year by brand and channel.

Analyze, interpret and publish program performance and recommend changes and adjustments to refine and provide continuous improvement of the loyalty marketing strategy
Report sales progress to plan and LY with comparisons of Revenue and Profit & Loss

· Identify opportunities for deeper analyses and program improvements based on business trends and competitive tracking

Required Experience

· Loyalty expert with significant retail experience, preferably in the beauty space or related experience.

· Innovative thinker who is willing to work and execute on a tactical as well as strategic level

· A demonstrated ability to lead cross-functional groups in a collaborative environment

· Data driven individual with strong analytical skills and attention to detail.

· A significant understanding of merchandising strategies and expertise in marketing offer strategy.

· Results driven performer who can effectively manage multiple priorities and tasks

· An excellent communicator who can successfully navigate across various functional areas and organizational hierarchy.

· An problem solver who applies a proactive, process-driven approach to managing risks and issues

· An adept communicator who can influence/persuade peers and senior leaders alike to drive outcomes; escalating issues when appropriate

· A demonstrated ability to maintain confidence and tact in high-pressure situations

· Ability to foster partnerships and build trust with business, technology partners, and vendors

· Advanced Excel & PowerPoint Skills

· Strong independent worker and team player

· Undergrad in Marketing or Business, MBA strongly preferred

· 5-10 years loyalty experience in the consumer retail industry or related experience

· 5-10 years of analytics, planning and forecasting

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