Program Manager – Customer Loyalty

Responsibilities

• Lead the end-to-end development and execution of customer loyalty strategies (e.g., rewards, tiered, free/paid/subscription-based models) to drive retention, repeat purchases, and customer lifetime value. Strategize, launch, and manage multi-channel campaigns (email, SMS, app, digital) to promote loyalty initiatives, seasonal offers, and exclusive member benefits. Oversee loyalty platforms and third-party integrations; work closely with vendors and internal IT teams to ensure seamless execution and program scalability.
• Collect customer feedback, identify friction points, and implement improvements to enhance the value and usability of loyalty programs. Stay ahead of industry trends, competitor programs, and emerging technologies to keep the loyalty strategy fresh, innovative, and aligned with consumer expectations. Develop, craft and integrate targeted messaging across various communication channels, creating content, briefs, and concepts that inform, persuade, and drive customer engagement at the local level. Collaborate closely with stakeholders to ensure messaging aligns with strategic objectives and resonates effectively within each market.
• Utilize data analytics to segment customers and deliver targeted, personalized loyalty experiences that increase engagement and conversion. Define KPIs, monitor program performance, and analyze behavioral data to inform decision-making and continuous improvement efforts. Monitor and measure the progress and performance metrics, enhances customer experience, and partners with vendors or tech teams to continuously optimize loyalty and local marketing initiatives
• Lead the conceptualization, development and execution of localized, experience-driven marketing campaigns that drive growth, foot traffic, improve customer acquisition, retention, and resonate with specific customer segments within priority markets. Oversee and manage projects and marketing campaigns across the local marketing program categories.
• Oversee resource allocation to ensure projects are delivered on time and within budget, prioritizing cost-effectiveness. Develop and manage the program’s budget, optimizing expenditures to maximize impact and support strategic goals. Collaborate with internal and external stakeholders to continuously refine and improve program effectiveness, aligning activities with the company''s strategic goals and making timely adjustments to optimize outcomes on local marketing initiatives.

Requirements

• Level of Formal Education: Bachelor''s degree or equivalent experience
• Area of Study: Marketing, Business Administration, Retail
• Minimum Years of Experience: 5
• Type of Experience: Developing and managing marketing strategies
• Technical Competencies & Information Systems: Technical marketing skills
• Technical Competencies & Information Systems: Experience with relevant software applications
• Skills & Abilities: Strategic thinking & Campaign Development
• Skills & Abilities: Experience managing Enterprise level Loyalty programs, promotional and/or advertising activities
• Skills & Abilities: Strong understanding of customer and market dynamics
• Skills & Abilities: Relevant product and industry knowledge

Preferred

• Team leadership
• Persuasiveness
• Adaptability
• Creativity
• Good judgment
• Decision making

Benefits

• The company offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunities to move and grow within our organization! You may be eligible to participate in an incentive program, paid in accordance with the Incentive Plan terms and conditions.