Responsibilities

• Managing the day-to-day operations of the rewards program, ensuring a seamless customer experience across all key touchpoints.
• Supporting the development and delivery of the program roadmap, including technology enablement, campaign planning, and reward development.
• Developing and evolving rewards and incentives that appeal to diverse customer segments, using market insights and stakeholder input.
• Supporting program budget management, ensuring cost-effectiveness and strong return on investment.
• Monitoring program performance and identifying optimization opportunities based on data, customer feedback, and best practices.
• Implementing strategies to increase customer participation and engagement with the rewards program.
• Working with the wider team to create and deliver campaigns that promote the program and its benefits across email, SMS, social, and onsite channels.
• Ensuring all customer communications are consistent, customer-friendly, and aligned with the brand tone of voice.
• Helping gather and respond to customer feedback and concerns related to the program, partnering with Customer Service to ensure timely and consistent resolution.
• Supporting initiatives that strengthen customer relationships and build brand loyalty and engagement.

Requirements

• At least 5 years of experience working in the loyalty or customer engagement field.
• Proven experience working on loyalty programs, rewards schemes, or customer engagement initiatives within retail or eCommerce.
• A solid understanding of customer behavior, segmentation, and lifecycle management.
• Strong analytical skills, with the ability to interpret data and translate insights into practical, actionable recommendations.
• Excellent communication, project management, and stakeholder management skills.
• Strong attention to detail, with the ability to prioritize and perform effectively in a fast-paced environment.
• Proficiency in CRM systems, loyalty program platforms, and data analysis tools.

Nice To Have

• Experience with Antavo, Playable, Bloomreach, and Shopify (a plus).
• Highly motivated and results-oriented, with a strong focus on delivering outcomes.
• Adaptable and resilient, able to stay effective in fast-paced and changing environments.
• Proactive thinker and planner, anticipating needs and taking initiative.
• Strong team player with a collaborative, supportive approach to working with others.
• Curious and committed to continuous learning and improvement.

Benefits

• 🎉 Bonus – Annual discretionary bonus tied to both company performance and personal contribution.
• 🏥 Health Coverage – Medical (Blue Cross Blue Shield + generous Health Savings Account contribution), dental, vision, disability, and life insurance — most of it on us.
• 💰 401k – We'll match every single dollar up to 5% of your salary. Free money for your future!
• 🌴 30 Days PTO – Prorated and then loaded at the start of each year. Vacation and sick time combined, and yours to use.
• 🤝 Employee Assistance Program – Confidential support for whatever life throws your way.
• 🎊 Social Events – A very active social committee keeping the calendar full of celebrations and good times.