The Director of Loyalty Acceleration leads the strategy, planning, and analytics of our loyalty business to drive sustainable revenue growth for the Brand’s loyalty programs. As part of the Center of Excellence, you will collaborate with all Brands to influence and drive best in class across all aspects of the loyalty business. The ideal candidate must possess a blend of both business and technical savvy with long-term vision and the ability to ensure the product meets the vision. You will be responsible for building the “machine that builds the machine” by creating the framework of continuous incremental improvement across all facets of the loyalty business.
This position will report to the Sr Director, Digital Acceleration.
Strategy & Program Management
- Acts as a Subject Matter Expert & develops the operational process that drives continuous improvement across all aspects of the loyalty program.
- Builds effective working relationships with cross-functional teams, brands, and vendors to translate loyalty strategic plans into collaborative action.
- Collaborates and proactively consults with the brands to maintain holistic understanding of how program execution can impact program performance.
- Defines guidelines in collaboration with Digital IT and external partners for digital Loyalty strategies and priorities for key products (i.e. web, mobile, etc.) to increase engagement and strengthen relationships with existing customers.
- Collaborates with the Pricing team to understand customer’s price elasticity to promotions and incentives
Analytics & Insights
- Creates loyalty program KPIs and ongoing reporting to measure program effectiveness and identify opportunities for improvement to achieve company OKRs.
- Drives process to turn data into insights, and insight into action.
- Recommends and builds customer retention through various strategic and tactical programs to stimulate spend and foster customer loyalty.
- Builds insight into customer behavior using analysis of behavioral/loyalty funnels, cohort behaviors, segment tracking and/or customer journeys.
- Presents insights and recommendations to senior leadership.
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