Responsibilities

• Define and evolve the end-to-end member value strategy, ensuring T-Mobile’s portfolio delivers on “It’s Better Over Here” by expanding what best value means in customers’ everyday lives while driving competitive separation
• Innovate on how we deliver benefits to our members
• Drive best practices in loyalty economics to ensure every investment in benefits drives outsize member and business value
• Establish enterprise governance, prioritization, and investment guardrails to drive clarity and disciplined decision-making across a complex, multi-vertical ecosystem
• Translate customer insights, competitive dynamics, and emerging partner ecosystems into forward-looking strategies that unlock new sources of engagement and growth
• Grow adoption of benefits while managing the economics
• Establish and operate a robust measurement framework to ensure every benefit is connected to a consumer and business growth outcome, enabling governance of the portfolio
• Establish business management systems to read and react to benefit performance
• Drive high-quality customer engagement at scale, growing an active, repeat user base through compelling, high-frequency value propositions
• Partner with Business Development and Product to bring new partner-powered experiences to market, accelerating growth through a scaled and differentiated ecosystem
• Operate as a highly effective enterprise leader and connector, aligning Product, Marketing, Partnerships, and Finance around a unified portfolio vision and roadmap
• Lead, develop, and inspire a team, fostering a culture of ownership, accountability, and GM-level thinking across vertical leaders
• Influence senior stakeholders through clear, structured communication and strong executive presence, driving alignment on complex, high-impact decisions
• Champion a servant leadership mindset, removing friction, enabling teams to execute, and building trust across a highly matrixed organization
• Bring T-Mobile’s brand promise of “It’s Better Over Here” to life by translating best value into tangible, everyday experiences customers can easily understand and access
• Ensure the portfolio delivers a seamless, intuitive, and compelling end-to-end experience, with value surfaced clearly across all customer touchpoints
• Define and uphold experience standards and design principles that drive consistency, quality, and differentiation across all verticals and partnerships
• Continuously optimize how value is packaged, communicated, and delivered to maximize customer preference, engagement, and loyalty
• Coach and develop direct reports
• Drive positive team culture

Requirements

• Bachelor’s Degree in Marketing, Business Management or equivalent
• 10+ years’ progressive experience in Loyalty, including program design, product marketing, lifecycle, brand marketing, product management, or partnerships
• Experience in loyalty economics, including portfolio optimization and integration with core business performance
• Experience establishing and growing new loyalty business models
• Budget responsibility
• Travel Required (Yes/No): Yes
• At least 18 years of age
• Legally authorized to work in the United States
• Sees ahead to future possibilities and translates them to breakthrough strategy
• Builds internal partnerships to meet shared objectives. Represents our interests while being open to those of other teams. Gains trust.
• Paints and communicates a compelling vision that motivates others to action; creates organization-wide energy and optimism for the future
• Consistently achieves results, even under tough circumstances.
• Creates new and better ways to drive magic for our Members, encourages diverse thinking, and introduces new ways to look at problems
• Operates effectively when the way forward is not clear. Leads the organization through the uncertainty of change.
• Ability to communicate effectively across team and organizational boundaries to drive and develop consensus
• Strong communication and people skills
• Collaborative, yet influential
• Flexible, self-starter, and comfortable working in a rapidly changing environment
• Creative problem solver and solutions provider
• Ability to prioritize multiple projects; detail oriented and organized