Loyalty Operations Manager
Loyalty Operations Manager
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Salary Not Disclosed
1 Vacancy
Job Description
At GameStop we are committed to providing exceptional service and delivering the latest and greatest in gaming products to our customers. As a leading global retailer of video games electronics and gaming merchandise we take pride in offering a wide range of products that cater to the needs and desires of gamers worldwide. Our mission is to create unforgettable experiences for our customers by constantly pushing the boundaries of whats possible. Whether youre a hardcore gamer or just starting out weve got something for everyone. Join us in our mission to shape the future of gaming and bring the best gaming products to the world!
Working with general supervision the Loyalty Operations Manager oversees the daytoday operations of GameStops PRO loyalty and rewards programs. Their primary goal is to ensure that the program runs smoothly is effectively executed and drives customer engagement lifetime value and business growth. This role involves collaborating with crossfunctional teams analyzing data optimizing program performance and ensuring customer satisfaction & program profitability. This role requires a combination of strategic thinking operational expertise and customercentric focus to drive loyalty initiatives that drive company objectives. This includes managing daytoday projects streamlining processes and analyzing loyalty performance to drive conversions and enhance customer experiences.
This position sits onsite 5 days a week in Grapevine TX.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*
- Oversee the and delivery of GameStops PRO loyalty program experience ensuring alignment with company goals and customer expectations.
- Continuously review and cascade fully integrated loyalty roadmap & planning calendar to include upcoming offers program enhancements and partnerships
- Work with brand marketing customer service digital technology and other teams to ensure the loyalty program is integrated seamlessly across all channels and platforms
- Manage and improve program processes to ensure efficiency and accuracy in member enrollment point accrual redemption and overall program functionality throughout customers lifecycle.
- Manage program coupon strategy and . Accurately budget and forecast coupon redemptions and expenses; coordinate & deploy with crossfunctional teams and provide metrics and reporting on usage/performance.
- Enable learning agenda and testing culture for loyalty benefits offers promotions and discounts; seeking to understand performance nuances and optimize our promotional strategy.
- Manage Store Operations interactions and special requests related to PowerUp Rewards (material fulfillment performance metrics training program updates etc.
- Collaborate with Marketing Merchandising eCommerce Creative Services and Store Operations to create and maintain the communication calendar and develop PowerUp Rewards member communications.
- Lead customer feedback efforts administer polls and surveys to gain consumer insights and feedback on key experiences and opportunities.
- Ensure efficient and effective communication of loyalty related information to all levels of the organization and external partners
- Ensure a high level of customer satisfaction by troubleshooting issues addressing concerns and enhancing the overall customer journey within the loyalty program.
- Partner with IT Creative Services & Customer Service to deliver system enhancements (POS Loyalty program web site)
MINIMUM QUALIFICATIONS JOB SKILLS ABILITIES
- Proficient project planning skills including the ability to organize prioritize and control job responsibilities & projects to meet deadlines;
- Excellent verbal and written communication skills (In English) to effectively collaborate with internal teams our field organization and communicate with customers.
- Selfstarter who initiates actions and follows up to get results.
- Proficient relationship building skills including the capacity to predict and manage behavior build and leverage crossfunctional partnerships within and outside of the organization and leverage influential leadership
- Experience with customer segmentation personalization and targeted marketing initiatives.
- At least 5 years of loyalty experience required; Experience in specialty retail gaming entertainment loyalty programs or CRM a plus.
- Ability to analyze loyalty data and sales trends to identify opportunities & issues for loyalty program improvements and new initiatives.
- Proficient knowledge of Windowsbased computers and Microsoft Office programs; specifically Excel Outlook PowerPoint Project and Word
- Strong experience in loyalty program management or related fields (e.g. marketing customer retention).
- Proficient knowledge of retail store operations and enhancement of customer experience through frontline employees
Fulltime store positions at GameStop are also eligible to participate in incentive programs health benefits paid time off 401 (k) employee discount and a casual work environment. Positions at GameStop may also be eligible for a bonus and/or other incentives.
Required Experience:
Manager
Employment Type
Full-Time
