Create value by evolving and managing new engagement, loyalty and retention programs
Develop program strategies to optimize sales and customer loyalty resulting in sales growth, improved retention and customer / associate satisfaction.
Be accountable for customer acquisition, engagement, and retention strategies for the program and overall sales contribution of the loyalty program as part of the overall business.
Build out the customer lifecycle and communication journey to drive enrollments and engagement
Develop a deep understanding of brand and business goals and apply them to loyalty marketing tactics
Generate new (and improve existing) marketing campaigns that reinforce our value proposition across the customer life cycle to reduce customer churn, increase loyalty, and improve the customer experience
Work closely with marketing team to ensure alignment with brand equity and voice across all brands
Create program KPIs and ongoing reporting to measure program effectiveness and identify opportunities for improvement
Identify database growth and future potential opportunities of the program
Collaborate with cross functional business partners (IT, Legal, Marketing, Store Ops, Customer Service, etc.) to facilitate development & delivery of loyalty strategies and marketing activities
Work with Visual Merchandising to ensure proper signage is in place to support events and communicated to store teams
Perform periodic and post-campaign KPI analyses and analyze program performance to shape future strategies
Establish opportunities for program evolution and action upon these opportunities for future success
Monitor Loyalty program and make recommendations as needed to adjust the program to meet strategic program objectives
Develop and implement strategies to drive store engagement in acquiring new Loyalty Rewards card applications in order to achieve in store app goals