Associate Director, Credit Card & Loyalty

Overview

We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding.

We’re here for it. We think you should be too. We’re looking for a driven professional with an inclusive mindset to join our team as an Associate Director, Credit Card & Loyalty.

The Associate Director of Credit Card and Loyalty is responsible for the strategic development and execution of credit card and loyalty programs that drive customer acquisition, engagement, and retention. This role will lead a team focused on optimizing program benefits, customer experience, marketing campaigns, and financial performance. The ideal candidate is a data-driven leader with a proven track record in credit card and loyalty program management.    

• This is a hybrid position that currently works four days per week on site in the Northbrook, Illinois headquarters office
• This role is an People leader position 

A day in the life as an Associate Director, Credit Card & Loyalty…

• Execute the overall strategic vision for the company's credit card and loyalty programs to drive customer acquisition, engagement, and retention
• Continuously monitor and analyze key performance indicators (KPIs) to identify trends, opportunities, and areas for improvement across all aspects of the credit card and loyalty programs
• Leverage data to make strategic recommendations and drive program enhancements, including:
• Promotional strategies (in-brand and out-of-brand) to maximize customer acquisition and engagement
• Resource allocation and training for associates and issuer partners
• Technical enhancements and platform improvements to optimize program functionality and user experience
• Customer experience updates through all digital channels and in-store
• Develop comprehensive reporting and analytics to track program performance and inform strategic decision-making
• In partnership with Brand teams, develop and execute impactful marketing campaigns to acquire new credit card customers and loyalty program members
• Oversee the creation of compelling marketing materials and communications that drive customer engagement and conversion
• Collaborate with cross-functional teams (e.g., digital marketing, brand) to ensure alignment and maximize campaign effectiveness for both in-brand and out-of-brand spending
• Build and maintain strong relationships with key partners, including credit card issuers, payment networks, and loyalty technology providers
• Collaborate effectively with issuer partners to develop and manage program budgets, track financial performance, and generate regular reports
• Provide strong leadership and direction to internal credit card and loyalty teams, as well as dedicated resources from the credit card issuer
• Oversee day-to-day loyalty program execution and operations, including merchant program management

What you’ll bring to the table…  

• Credit Card & Loyalty Expertise: Deep understanding of credit card and loyalty program economics, including various program models, reward structures, and engagement strategies. Knowledge of loyalty program best practices and emerging trends
• Data Fluency: Highly analytical with proven ability to interpret data, identify trends, and extract actionable insights to inform strategic recommendations
• Communication & Collaboration: Excellent communication, interpersonal, and presentation skills, enabling clear and persuasive communication with diverse audiences. Proven ability to collaborate effectively with cross-functional teams and external partners
• Strategic Thinking & Problem Solving: Thinks strategically about the long-term vision for the programs, aligning them with business objectives. Skilled at analyzing problems, identifying solutions, and making sound, data-driven decisions in a fast-paced environment
• Leadership & Project Management: Proven ability to manage multiple projects simultaneously, prioritize tasks effectively, and meet deadlines. Demonstrates strong leadership qualities and the ability to manage and develop teams

We’d love to hear from you if you have…  (Experience Required from JD)

• Bachelor's degree in Marketing, Business Administration, or a related field
• 7 years of experience in credit card and/or loyalty program management, with a proven track record of developing and executing successful programs that drive customer acquisition, engagement, and retention
• Experience using data analysis tools and techniques (e.g., SQL, Excel, data visualization tools) to extract insights and measure program effectiveness
• Understanding of financial metrics and key performance indicators (KPIs) relevant to credit card and loyalty programs, with experience managing budgets and tracking program profitability