Senior Manager – Marketing (Loyalty) Full Time

Role Overview:

The Loyalty Marketing Manager is responsible for designing, implementing, and optimizing customer loyalty and retention strategies to drive long-term customer engagement, repeat purchases, and lifetime value. This role will lead the development of loyalty programs, customer lifecycle campaigns, and data-driven initiatives that enhance customer experience and brand affinity.

Key Responsibilities:

Strategy & Program Development

• Design and execute customer loyalty and retention strategies aligned with business objectives
• Develop and manage loyalty programs (points, tiers, rewards, partnerships, etc.)
• Identify opportunities to enhance customer lifetime value (CLV) and reduce churn
• Benchmark industry best practices and continuously improve program structure

Customer Lifecycle & Campaign Management

• Plan and execute lifecycle marketing campaigns across channels (email, SMS, push notifications, app, web)
• Create personalized customer journeys based on behavior, preferences, and segmentation
• Drive engagement initiatives such as onboarding programs, reactivation campaigns, and VIP experiences

Data Analytics & Insights

• Analyze customer data to identify trends, behaviors, and opportunities for retention
• Track KPIs such as repeat rate, churn rate, redemption rate, engagement, and CLV
• Use data insights to optimize campaigns, offers, and program performance
• Work with analytics teams to develop dashboards and reporting frameworks

Technology & Platform Management

• Manage loyalty platforms and marketing automation tools
• Collaborate with tech teams for integrations, enhancements, and new capabilities
• Ensure seamless omnichannel customer experience across digital and physical touchpoints

Partnerships & Alliances

• Identify and develop strategic partnerships to enhance loyalty program value
• Manage vendor relationships and external agencies

Cross-Functional Collaboration

• Work closely with Marketing, Brand, Stores Business, CRM, Analytics, and Customer Experience teams
• Align loyalty initiatives with brand positioning and business growth goals