Customer Experience, Assistant Manager Loyalty

Job Description

We are seeking an Assistant Manager in Customer Experience Loyalty to support and lead initiatives that increase owner engagement strengthen customer relationships and ultimately drive repurchase. This is not a rewards-based loyalty role; it focuses on using behavioral data predictive model outputs loyalty indicators and customer insights to shape activation across the enterprise.

This role is ideal for candidates who are strategic first but who also bring enough analytical fluency to dive into data when needed. You will not serve as a sole developer or data engineer but prior hands-on experience with query languages data platforms or BI tools enables you to collaborate effectively with analytics and convert insights into actionable loyalty strategies.

You will operate independently exercise strong judgment and solve nonstandard problems. While working under guidance you are expected to own outcomes propose innovative solutions and influence cross-functional teams without direct authority to improve loyalty and reduce defection.

Key Responsibilities:

Loyalty Strategy & Insight Translation

• Develop and refine loyalty strategies using owner behavior trends predictive model outputs (e.g. propensity scores) and engagement indicators that directly inform owner engagement retention and repurchase actions.

• Independently analyze customer digital and service data to identify specific actionable loyalty drivers opportunity areas and owner pain points.

• Translate insights into clear tactical outputs including audiences triggers integrated journey improvements targeted campaigns or next-best-action logic to drive action.

• Build customer lifecycle and loyalty activation frameworks ensuring they are paired with practical action steps that guide crossfunctional teams toward measurable outcomes.

• Break down broad loyalty challenges into prioritized initiatives using structured problem solving and data-driven reasoning to move concepts into execution.

• Partner with analytics and marketing to validate insights through a testandlearn approach ensuring tactics are continually optimized based on results.

Analytics Partnership

• Shape requirements for dashboards predictive models (e.g. customer lifetime value churn etc.) and data assets by clearly defining business needs and articulating expected value.

• Translate data predictive model outputs and insights into customer loyalty strategies

• Manage and prioritize analytics backlog items tied to loyalty outcomes using sound judgment in ambiguous data environments.

• Partner with analytics teams to interpret complex data and propose alternative approaches when precedent is limited.

• Balance independence with awareness of when to escalate or seek deeper technical expertise.

Activation & Cross-Functional Influence

• Activate insights by developing audience definitions targeting strategies and next-best-action recommendations.

• Partner closely across CRM marketing CX and additional Enterprise functions to connect insights to activation pathways.

• Use clear data-backed storytelling to influence decisions and anticipate objections.

• Serve as a connector across teams driving alignment and supporting enterprise repurchase initiatives without direct authority.

Business Case & Operational Impact

• Build data-driven business cases that quantify opportunity size and support prioritization decisions.

• Recommend innovative enhancements to loyalty measurement CX frameworks or lifecycle processes.

• Lead workstreams and deliver solutions with significant operational impact across the loyalty function.

• Apply a test and learn approach& develop roadmaps to improve loyalty drivers and refine leading indicators of repurchase defection and engagement

Mentorship & Collaboration

• Act as a resource for colleagues with less experience offering clarity on insight interpretation and loyalty activation.

• Model inclusive collaborative behaviors that support cross-team problem solving.

Skills & Expertise:

Strategic Competencies

• Independently assess loyalty challenges evaluate options and recommend innovative solutions.

• Demonstrated business judgment in ambiguous environments; able to structure complex problems into clear actionable pathways.

• Skilled in influencing others using data-backed evidence when presenting recommendations or gaining alignment.

Technical / Data Fluency

• Prior marketing analytics experience analyzing behavioral data segmentation funnel metrics and engagement patterns.

• Ability to interpret predictive model outputs (propensity churn segmentation scores) and activate them in CX or marketing workflows.

• Familiarity with SQL/Python Databricks and BI tools (e.g. Power BI); comfortable querying and exploring data when needed.

• Understanding customer data ecosystems and the ability to translate business needs into analytical requirements.

• Familiarity with loyalty and CX KPIs such as repurchase rate engagement scores churn indicators NPS and digital engagement metrics.

Soft Skills

• Excellent communication skills and ability to translate analytical findings into compelling business narratives.

• Demonstrates urgency focus and accountability for outcomes.

• Comfortable challenging assumptions and proposing new approaches.

• Works respectfully and inclusively across diverse teams.

• Deep understanding of owner needs behaviors and lifecycle pain points.

Requirements:

• Bachelors degree or equivalent experience required

• 5 years of experience in marketing analytics customer insights CRM CX or loyalty strategy

• Strategic Competencies

• Strong strategic thinkers who can independently assess loyalty challenges interpret trends evaluate options and translate into clear actionable strategies.

• Demonstrated business judgment in ambiguous environments; able to structure complex problems into clear actionable pathways.

• Skilled in influencing others using data-backed evidence when presenting recommendations or gaining alignment.

• Understanding of owner needs behaviors and lifecycle pain points.

• Technical / Data Fluency

• Prior marketing analytics experience analyzing behavioral data segmentation funnel metrics and engagement patterns.

• Ability to interpret predictive model outputs (propensity churn segmentation scores) and activate them in CX or marketing workflows.

• Familiarity with SQL/Python Databricks and BI tools (e.g. Power BI); comfortable querying and exploring data when needed.

• Understanding customer data ecosystems and the ability to translate business needs into analytical requirements.

• Familiarity with loyalty and CX KPIs such as repurchase rate engagement scores churn indicators NPS and digital engagement metrics.

• Soft Skills

• Excellent communication skills storytelling and ability to translate analytical findings into compelling business narratives.

• Demonstrates urgency focus and accountability for outcomes.

• Highly organized detailoriented and able to manage multiple priorities

• Strong interpersonal skills; collaborative inclusive and comfortable challenging assumptions constructively

Preferred Background:

• Career trajectory shows progression from hands-on analytics roles (e.g. marketing analytics customer insights BI) into broader CX marketing or loyalty strategy responsibilities demonstrating both depth and evolution.

• Proven experience launching or operationalizing loyalty retention or owner engagement initiatives; not just analyzing data but driving real activation outcomes.

• Advanced comfort working in complex customer data environments including querying large datasets or exploring Databricks with the ability to quickly diagnose data patterns independently.

• Industry exposure to high-loyalty driven sectors such as automotive airline/hotels and retail.

What Success Looks Like in 2026:

• Activated predictive model outputs into marketing or CX programs with a measurable impact.

• Delivered meaningful loyalty insights and persuasive business cases that influenced strategic direction.

• Guided the creation of loyalty dashboards KPI definitions and leading-indicator measurement frameworks (repurchase engagement churn digital activity NPS etc.).

• Led cross-functional workstreams (without authority) that advanced enterprise loyalty initiatives.

• Identified and refined new early indicators of loyalty or defection through a test and learn approach.

• Recognized as the connector between data and activation across analytics marketing CRM and CX teams.

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