Associate Director, Connections Strategy

Responsibilities

• Develop customer growth and loyalty strategies
• - Design relationship strategies that drive acquisition, activation, engagement, retention and customer lifetime value
• - Identify customer behaviors most closely linked to commercial growth and develop strategies to encourage them
• - Assess loyalty program performance and uncover opportunities to improve participation, engagement, redemption, retention and profitability
• - Develop recommendations for rewards, recognition, challenges, tiers, membership experiences and value exchanges
• - Define how CRM, loyalty, product, experience and marketing should work together to create a stronger customer relationship
• Design relationship ecosystems
• - Map customer journeys and identify moments where brands can create value, build loyalty and strengthen engagement
• - Architect customer relationship ecosystems across owned, addressable and connected experiences
• - Develop lifecycle strategies that guide how relationships evolve over time

Requirements

• A customer-centric strategist with deep experience in CRM, loyalty, lifecycle marketing and/or customer engagement, and an instinct for turning customer relationships into business growth
• A relationship marketer who understands how data, technology, experiences and communications work together to drive participation, retention and lifetime value
• Experience developing loyalty, membership, retention or customer growth strategies that influence customer behavior and create measurable business impact
• Time spent designing relationship ecosystems across owned and addressable channels including email, SMS, app, web, direct mail and emerging digital experiences
• A strong analytical thinker who can connect customer insights, behavioral data and performance trends to clear strategic opportunities
• A student of customer behavior who is endlessly curious about what motivates people to join, engage, stay loyal and advocate for brands
• An engaging storyteller who can turn complex customer, business and data challenges into simple, persuasive strategic narratives
• A collaborative partner who thrives in cross-functional environments and can bring together analytics, creative, experience, media and technology teams around a shared customer vision
• A strategic problem-solver with experience evaluating customer journeys, loyalty programs, engagement models and relationship-building opportunities
• An up-and-coming leader with a demonstrated ability to coach teams, influence clients, inspire new thinking and elevate the quality of strategic work

Preferred

• The strongest candidates will have experience in one or more of the following areas: - Loyalty strategy - CRM strategy - Lifecycle marketing - Membership strategy - Customer experience strategy - Retention marketing - Relationship marketing - Subscription strategy - Customer growth strategy

Benefits

• medical coverage, dental, vision, disability, 401K, as well as parental and family care leave, family forming assistance, tuition reimbursement, and flexible time off.