Responsibilities

• Own execution of the loyalty and CRM calendar end to end: briefs, audience requests, offer setup, QA, launch and post-launch readout across email, direct mail, SMS, app and in-store touchpoints.
• Coordinate loyalty program mechanics including tier benefits, points and rewards, enrollment, member communications and member servicing escalations, keeping the member experience consistent across channels.
• Translate customer growth goals into program plans. Partner with the Director, CRM and Loyalty on segmentation, contact strategy and lifecycle journeys (welcome, onboarding, reactivation, win-back, VIP).
• Track member and segment KPIs (enrollment, retention, frequency, spend, tier migration) and explain the drivers behind the movement, not just the movement itself.
• Own the test agenda. Design, document and land A/B and holdout tests, supporting a culture of fail cheaply, learn often and succeed quickly.
• Work across functions and altitudes of influence, keeping Brand Marketing, Merchandising, Creative, E-Commerce, Stores, Customer Service, IT and Analytics aligned on what is shipping and when.
• Manage external partners and vendors across loyalty platform, print and fulfillment deliverables, holding them to timeline and quality.
• Support development and tracking of the loyalty and CRM marketing budget, including offer liability and reward cost.
• Maintain working knowledge of the competitive and loyalty landscape, and bring forward program enhancement recommendations.

Requirements

• College Degree
• 2+ years of relevant loyalty, rewards or strategic CRM program experience
• Strong project management and coordination skills, comfortable owning timelines and chasing dependencies across teams
• Business analysis acumen. Able to read customer performance data, form a hypothesis and make an actionable recommendation. Strong Excel; SQL, CDP or Web Analytics exposure a plus
• Strong verbal and written communication skills, able to brief a production team and a senior leader on the same day
• Ability to thrive in a fast-paced environment and juggle multiple projects simultaneously
• Retail or direct-to-consumer experience/passion a plus

Benefits

• You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies.
• Support for your individual development plus opportunities for career mobility within our family of brands.
• A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities.
• Medical, dental, vision insurance & 401(K).
• Employee Assistance Program (EAP).
• Time off – paid time off & holidays.