Job Title
Senior Marketing Manager, Loyalty & CRM

Job Type
Full-Time Regular

Our $15B, Fortune 200 client, is a leader in their retail business segment that has had record-breaking sales and earnings year after year. 

Position summary

You and your sizeable team will manage our client's Reward program and all CRM activities with the primary goals of driving incremental sales, increasing share of wallet, and improving customer retention. You will develop each program and the related marketing strategies to capitalize on growth opportunities with prioritized customer segments by leveraging analytics and customer insights. Reporting to the Director of Marketing, you will work closely with key business partners like those focused on DIY Marketing, Merchandising, and Operations, to develop and execute the go-to-market initiatives that will drive brand engagement and help influence the company's overall business KPIs.

Partnering with senior business leaders, you will articulate the capability enhancements and gaps needed to deliver a strong, personalized customer experience necessary to drive growth. With a solid understanding of the loyalty and CRM landscape, you will identify technology and data solutions to fill those gaps, enabling delivery of the program roadmap to advance acquisition, retention, and growth goals.

As the Loyalty and CRM subject matter expert, being a creative thinker, a strong leader, and mentor will be essential to promote change, build a strong team, and deliver progress and incremental growth.

This is a unique and highly visible opportunity to significantly impact a large company that understands the value of its Loyalty customers. Providing the CRM and Loyalty program vision, direction, and leadership, you and your team will be the key driver of their loyalty modernization and transformation initiative.

Job Responsibilities:

Loyalty, Rewards & CRM Strategy

  • Develop and implement strategies and processes to deliver overall Loyalty business objectives and results, including customer acquisition and retention programs cost management increased sales and customer engagement, and consumer insights/understanding.
  • Collaborate with vendor partners and cross-functional teams to build a strong CRM roadmap to promote personalization that increases customer loyalty and share of wallet.
  • Partner with business stakeholders to create, design, and drive the Loyalty program strategy and roadmap.
  • Lead efforts across Marketing, Creative, Operations, E-Commerce, Merchandising, IT, and partner with external vendors to support the Loyalty and CRM programs and achieve the program's goals
  • Refine and recommend new program benefits and capabilities, as needed, including but not limited to core construct tests, soft benefits, and engagement components supported by external research, program analysis and modeling, and internal requirements.
  • Work with Marketing Operations to set the program vision, strategies, and prioritization of business capabilities.

Reporting & Analysis

  • Build appropriate KPIs and reporting packages for executive leadership, cross-functional partners, and the Loyalty team to measure and assess program and campaign performance.
  • Manage program performance and customer activity reporting, including customer segmentation, program-level impact (ROI and profitability), customer demographics, and benefits usage, recommending relevant adjustments to the program.

Background Profile:

  • Bachelor's Degree, MBA preferred.
  • Minimum of 7 years of experience in Loyalty program management and/or CRM program management with a multi-channel retailer preferred.
  • Significant project management experience.
  • Experience working with IT partners to advance program capabilities; experience working in an Agile team environment is a plus.
  • Excellent verbal and written communication skills; persuasive in presenting complex concepts to various groups, including frequent presentations to Executive Leadership.
  • Analytical, business planning, strategic planning, and leadership skills; able to translate analytic data into strategic ideas.
  • Capacity for ambiguity and change within a fast-paced environment
  • Travel required – 1 week per month to TN-based HQ.
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