Sr. Manager, VIP Membership & Loyalty Operations

Responsibilities

• Own VIP Family Rewards operations end to end ; renewal, churn, tier movement, enrollment, and member contribution after benefit cost
• Build and run lifecycle messaging with the Email team; renewal, welcome, tier-change, and win-back journeys in Zeta and Attentive
• Turn the CMO's roadmap into a quarterly operating plan with owners and dates, and a weekly status that communicates program health in two minutes
• Fix what's leaking by identifying the top churn and revenue leaks by dollar value and run structured tests with holdout groups to prove what works
• Build member reporting without a CDP, joining raw exports from Aptos, Oracle, VTEX, and email and SMS platforms into Domo dashboards the whole team can use
• Grow enrollment through stores and online, partnering with store leadership and E-commerce to optimize every join path
• Build co-funded brand-partner benefits with early access, exclusives, and member events that make VIP worth having
• Use AI tools every day to move faster on analysis, segmentation, and copy

Requirements

• 6+ years running a paid membership, subscription, or loyalty program with direct P&L accountability; you have fixed churn and can name the levers, tests, and dollars
• Hands-on experience building triggered journeys in an enterprise email platform and an SMS platform; you build them, not just brief them
• Fluency in a BI tool (Domo preferred) and strong Excel; comfortable building answers from raw exports when no clean source exists
• Active daily use of AI tools (Claude, ChatGPT, or similar) you can show a real example from your current work
• Experience designing controlled tests and presenting results to senior leaders
• Clear, plain-English communication with executives and store operators alike
• Bachelor's degree in Marketing, Business, or a related field; MBA a plus

Preferred

• MBA a plus
• Zeta, Attentive, VTEX, Aptos ONE, or SQL experience a plus

Benefits

• Earn competitive pay
• Contribute to an OUTSTANDING team
• Be the envy of your friends with discounts on ALL the latest gear and footwear
• Enjoy free running and walking events