Mgr, Loyalty Program Development

Overall Job Summary

This position is responsible for helping develop the strategy and roadmap related to the Neighbor’s Club loyalty program, for managing various aspects of the program, and for using insights to improve long term member engagement. This role includes working cross-functionally to integrate Neighbor’s Club into existing processes, and researching, designing, testing, and implementing new activities, tools, and opportunities related to the loyalty program.

Essential Duties and Responsibilities (Min 5%)

1. Neighbor’s Club promotional strategy and roadmap:

· Develop the Neighbor’s Club strategy and member exclusive offer roadmap together with loyalty team leadership, creating an evolving pipeline of new enhancements and opportunities for the future

· Use customer insights and best-in-class practices from around the industry to make NC a leading loyalty program in retail

2. Member Engagement

· Oversee the day-to-day operations of Neighbor’s Club offer strategy which is managed by the Specialist Loyalty Activation

· Research and implement new methods, practices, and tools to improve member engagement with the program

· Partner with customer analytics and category marketing teams on promotional performance and trend data to build an promotional strategy that drives member visits

· Develop a layered offer strategy approach that includes a variety of promotional constructs to drive customer behavior

· Organize and execute a robust test and learn program.

3. Integration with Other teams

· Work cross-functionally with Marketing overall and external TSC departments to integrate Neighbor’s Club activities into other processes

· Work with the Omnichannel team to connect NC to their roadmap

· Work closely with the IT team to ensure the seamless integration of loyalty programs with existing systems

· Partner with the customer insights team to identify opportunities to improve Neighbor’s Club promotional strategy and identify customer shopping trends

4. Leadership and teamwork

· Model TSC Values and create a positive, productive work environment that enables the team to provide the maximum return to the organization.

Required Qualifications

Experience: 4+ years of loyalty marketing experience in a B2C environment, preferably in retail.

Demonstrated success building customer loyalty and increasing customer spending/capturing increased share of wallet. Demonstrated success with cost efficient customer acquisition and development.

Experience with at least some of the following customer marketing activities:

· Loyalty/affinity programs

· Customer segmentation approaches

· Segmented/targeted customer communications and purchase incentives, preferably print, mail, e-mail, and SMS delivered

· Personalized content

· Predictive modeling

· Organized test and learn programs

Experience using Enterprise level customer marketing and loyalty platforms

Familiarly with customer database management as well as with customer analytics tools and CRM application software tools.

Experience effectively identifying and leading outside CRM resources/agencies

Education: Bachelor’s degree from an accredited college or university required; MBA preferred. Any suitable combination of education and experience will be considered.

Professional Certifications: None

Other knowledge, skills or abilities:

· Strategic, driven, impact-oriented individual.

· Leadership on cross functional collaboration

· Can eliminate barriers en route to achieving goals by way of influence and relationship building throughout the organization.

· Highly organized individual who is self-directed yet works well in a team.

· Strong communication, organizational, analytical, negotiating and problem-solving skills.

· Must be strategic, creative, and consumer focused, able to think outside the box and also manage processes.

· Demonstrate a desire to learn and a willingness to be accountable.

· Ability to identify, hire, train and retain high quality people.

Preferred knowledge, skills or abilities

• Strategic, driven, impact-oriented individual.
• Leadership on cross functional collaboration
• Can eliminate barriers en route to achieving goals by way of influence and relationship building throughout the organization.
• Highly organized individual who is self-directed yet works well in a team.
• Strong communication, organizational, analytical, negotiating and problem-solving skills.
• Must be strategic, creative, and consumer focused, able to think outside the box and also manage processes.
• Demonstrate a desire to learn and a willingness to be accountable.
• Ability to identify, hire, train and retain high quality people.
   

Working Conditions

Physical Requirements

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position.  It is not intended to represent a comprehensive list of responsibilities.  A team member should perform all duties as assigned by his/ her supervisor.