Loyalty & Customer Engagement Manager

Job Title: Loyalty & Customer Engagement Manager

Department: Marketing

Reports To: Vice President Retail

Exemption Status (FLSA): Exempt

Job Summary:

The Loyalty & Customer Engagement Manager is responsible for growing and strengthening the Companys relationship with its customers through loyalty CRM customer data personalized engagement and targeted communications. This role owns the Companys loyalty strategy and customer engagement programs with a focus on customer acquisition active membership retention frequency and overall customer value.

The role leverages customer data analytics market insights and campaign performance to develop targeted and personalized customer experiences that drive engagement and revenue growth. This position partners closely with the Digital Marketing & Brand Strategy function to ensure customer communications are aligned with the Companys brand and collaborates across the organization to continuously improve the customer experience.

Essential Functions:

• Loyalty Strategy & Growth: Own the Companys loyalty program strategy and initiatives designed to increase enrollment active membership engagement retention customer frequency and overall program value.
• Customer Acquisition & Retention: Develop and implement strategies that use loyalty and customer engagement capabilities to acquire new customers retain existing customers increase visit frequency and drive revenue.
• CRM & Customer Data: Own CRM strategy customer segmentation targeting personalization and customer data utilization to deliver relevant and timely customer experiences.
• Customer Communications: Develop and manage customer communications through loyalty email SMS app and other direct customer channels including promotions product launches seasonal campaigns and targeted offers.
• Customer Analytics & Insights: Analyze customer behavior loyalty activity campaign performance redemption frequency and other customer metrics to identify opportunities and inform marketing decisions.
• Marketing Optimization & ROI: Use data analytics and market insights to continuously optimize customer engagement strategies campaign effectiveness and marketing ROI.
• Customer Engagement Insights: Monitor customer feedback and engagement trends and partner with the Digital Marketing & Brand Strategy function to identify customer sentiment recurring themes and opportunities to improve the customer experience.
• Measurement & Reporting: Establish and maintain measurement frameworks and reporting for loyalty and customer engagement initiatives; communicate results insights and recommendations to Marketing leadership.
• Process Development: Build scalable processes tools and frameworks that support continued growth of the Companys loyalty and customer engagement capabilities.
• Cross-Functional Collaboration: Partner with Operations Merchandising Finance vendors and other stakeholders to ensure customer initiatives are aligned and effectively executed.
• Continuous Improvement: Monitor customer market and industry trends and recommend new opportunities to strengthen customer engagement loyalty and revenue.

Requirements

• Strong knowledge of customer engagement loyalty CRM segmentation personalization and direct marketing strategies.
• Strong analytical skills with the ability to translate customer data and insights into actionable marketing strategies.
• Demonstrated ability to develop targeted campaigns and customer communications across email SMS app and other digital channels.
• Strong understanding of customer acquisition retention frequency and lifecycle marketing.
• Strong creative storytelling and brand development capabilities.
• Strong communication project management and cross-functional collaboration skills.
• Ability to interpret campaign and customer engagement metrics and make recommendations based on performance.
• Experience developing scalable marketing processes frameworks and measurement models.
• Proficiency in Microsoft Office CRM loyalty analytics and digital marketing platforms.

Education and Experience:

• Bachelors degree in Marketing Business Communications or related field preferred.
• 35 years of experience in loyalty CRM customer engagement lifecycle marketing digital marketing or a related field.
• Experience developing and managing campaigns through email SMS mobile applications or similar channels.
• Experience with customer analytics segmentation personalization and campaign measurement.
• Retail convenience consumer or multi-location experience preferred.

Physical Requirements:

• Ability to perform work primarily in an office environment and use a computer and other office equipment for extended periods.
• Ability to occasionally lift or carry materials weighing up to 25 pounds.
• Ability to travel to Company locations meetings and events as needed.

Work Environment:

• Primarily office-based with regular interaction with cross-functional teams vendors and Company locations.
• May include exposure to retail and event environments.
• Occasional evening and weekend work may be required.

Required Travel:

• Occasional travel to Company locations meetings and events.
• Occasional overnight travel may be required.

True North is an equal opportunity employer and considers applicants without regard to race color religion sex national origin age disability veteran status sexual orientation or any other legally protected class.

Required Experience:

IC