Responsibilities

• Own and evolve the loyalty program roadmap, prioritizing initiatives based on customer insights, business impact, operational feasibility, and long-term program goals while partnering cross-functionally to support successful execution.
• Own the loyalty business roadmap and partner closely with Loyalty Product and Technology teams to align priorities, define business needs, and support execution of initiatives that drive customer and business impact.
• Develop and execute loyalty strategies and initiatives that support customer engagement, retention, and long-term member value across retail and digital channels.
• Evaluate loyalty program performance, customer behavior, and initiative effectiveness to identify optimization opportunities and inform future prioritization and investment decisions.
• Drive operational governance across loyalty initiatives, ensuring alignment between customer experience, business goals, technical capabilities, and execution timelines.
• Partner cross-functionally with Retail, CRM/Personalization, Analytics, Product, IT, Operations, and Finance teams to successfully implement loyalty initiatives and improve omni-channel customer experiences.
• Lead operational execution of loyalty campaigns, offers, promotions, and member experiences, ensuring accuracy, quality, and timely delivery across customer touch points.
• Partner with Analytics to define, track, and report on key loyalty KPIs including enrollment, activation, engagement, retention, repeat purchase behavior, and customer lifetime value.
• Identify operational challenges and proactively drive solutions that improve scalability, efficiency, customer experience, and overall program effectiveness.
• Maintain accountability for execution quality, operational accuracy, and follow-through across loyalty initiatives, including coordination of supporting resources as needed.

Requirements

• 3-5 years in managing Conversion Rate Optimization and behavioral analytics
• Strong command of A/B testing, multivariate testing, and structured experimentation frameworks
• Experience with and strong understanding of with eCommerce or retail industry benchmarks and consumers
• Ability to understand detailed information and effectively summarize the business impact for various stakeholders
• Previous experience working with CRO Platforms (Monetate, Dynamic Yield, Optimizely, etc.)
• Strong Experience with on-site behavioral analytics tools (Quantum Metrics, LogRocket, Fullstory, etc.)
• Ability to create polished PowerPoint or Keynote presentations and artifacts for leadership audiences
• Proven ability to identify, analyze, and Synthesize feedback into actionable insights and present findings to product, CX, marketing, and executive teams to influence roadmap and business strategyOther duties as assigned.
• BA or BS.
• 3+ years of CRO experience managing A/B testing programs

Preferred

• Experience in UX research is a plus