What are the responsibilities and job description for the Senior Manager, Loyalty Strategy & Experience position at Forsyth Barnes?
Job Title: Senior Manager, Loyalty Strategy & Experience
Industry: Retail
Salary: $150,000 15% bonus sign on bonus
Location: Charlotte, NC
Contact: Courtney.wells@forsythbarnes.com
Job Summary:
We are looking for a customer-centric, data-driven loyalty strategist with ideas, a can-do attitude, and the ability to deliver large-scale, complex experience initiatives for retail members. This role is responsible for key elements of the loyalty programs in the U.S., from setting the member experience strategy, building the business case, defining the product features & roadmap and leading the go-to-market plans, with the goal to build a larger, more loyal customer base.
Key Responsibilities:
- Define the strategy, programmatic elements and experience for a target set of members. Ensure the strategy is aligned to the overall loyalty vision, customer & business goals
- Develop and execute the initiatives to support the above-mentioned strategy and deliver against revenue and profit projections. Continually refine the programmatic elements & experiences to optimize and drive incremental revenue growth through higher customer engagement
- Work closely with cross-functional teams to provide thought leadership on the loyalty program and identify opportunities to leverage the loyalty program to drive and support company initiatives
- Develop a strong understanding of our members using data from a variety of sources (i.e., transactions, social media, web, e-mail, mobile, customer service interactions, 3rd party databases, etc.). Use the data to paint a clear picture of program performance and member behaviors and identify opportunities to further deepen customer relationships and grow incremental revenue
- Implements processes and defines approach to scale and run the loyalty initiatives with cross-functional teams. Analyzes long-term impact of initiatives for future enhancements
- Works cross-functionally across legal, finance, operations, marketing, technology and data and analytics teams to ensure the loyalty strategy & member experience are aligned with company and key stakeholder objectives
Required Skills and Qualifications:
- 5 years of experience in Loyalty or Strategy with experience designing and deploying a complex, multi-channel loyalty or enterprise program (ideally, both acquisition and retention-focused)
- Program design utilizing a variety of messages, incentives, rewards, and products to establish and enhance purchase and visits over time. These programs should include multi-channel tools for building and driving engagement and loyalty, supported by the most sophisticated segmentation, analytics, and marketing
- BS degree in Business, Marketing, or related field
- Exhibit strong analytical abilities for synthesizing complex data and translating data into a compelling story and measurable business case
- Ability to execute in the short-term while simultaneously thinking long-term
- Technologically savvy and bring a robust quantitative orientation and an exceptional analytical mindset to understand the capabilities required to deliver simple, intuitive and delightful experiences for consumers
- Experience using proprietary databases, first party data and syndicated research to develop timely and actionable consumer insights that inform critical thinking and decision making to improve understanding of customer attitudes, behaviors and motivations
Salary : $120,000 - $130,000
