Loyalty and Customer Engagement Product Manager
First Citizens Bank
Raleigh, NC (Remote)
In-houseFull-timeMid level
9 days ago
Director, Loyalty Strategy & Operations
Manhattan Beach, CA (Hybrid)
$165K/yr – $195K/yrDirector/ExecutiveFull time
Posted 4 weeks ago
Top 1% of applicants do these two things.
The other 99% submit and hope. You're about to do something different.
Job Summary
Own loyalty strategy and cross-functional governance to move programs from concept to scalable impact across retail and digital channels.
- Own and evolve the loyalty roadmap based on insights, impact, feasibility, and long-term goals.
- Partner with Loyalty Product, Technology, Analytics to align priorities and measure enrollment, activation, engagement, retention, and LTV.
Job Description
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 omnichannel customer experiences.
- Lead operational execution of loyalty campaigns, offers, promotions, and member experiences, ensuring accuracy, quality, and timely delivery across customer touchpoints.
- 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.
- Present roadmap priorities, program updates, recommendations, and performance insights to leadership and cross-functional stakeholders.
- Stay informed on industry trends, competitive landscape, emerging technologies, and loyalty best practice.
Skechers
Skechers is a Fortune 500® company — a growth-oriented brand that designs, develops, and markets a diverse product portfolio of lifestyle and performance footwear, apparel and accessories for men, women and children around the globe.Skechers is focused on designing products that deliver style, comfort, innovation, and quality at a reasonable price.
Founded in 1992
Manhattan Beach, California, USA
15K employees (877 in marketing)
