Director, Loyalty Strategy

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Join our team to help create and develop the future of live entertainment and sports in Orange County!

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Mission: To enrich the lives in our community through shared experiences, welcoming spaces, and responsible actions.

Vision: We will be the social and entertainment center of Orange County – a place where the cultural kaleidoscope of the region converges and connects. Our vibrant, rich collection of experiences will celebrate the diversity of our community.

Values: Be Safe | Do the Right Thing | Be Generous | Include Everyone | Make it Easy | Be Bold

Job Title

Director, Loyalty Strategy

Pay Details

The annual base salary range for this position in California is $150,000 to $175,000 per year. The starting pay for the successful candidate depends on various job-related factors, including but not limited to the candidate’s geographic location, job-related knowledge, skills, experience, education/training, internal value, peer equity, external market demands, and organizational considerations.

The Director of Loyalty Strategy at OCVIBE will architect a cutting-edge, data-driven loyalty ecosystem that will connect the variety of businesses, users and experiences that will be brought to life across OCVIBE. This role will lead the strategic direction for a next-generation loyalty experience, seamlessly integrating personalized offers, digital engagement, and omnichannel customer touchpoints. The ideal candidate will blend innovation, data-driven decision-making, and customer-centricity to transform loyalty into a powerful business growth engine. Additionally, the role will drive the development and execution of data-driven campaigns that enhance the overall customer journey, increase retention, and boost brand advocacy.

Responsibilities

Loyalty Program Strategy & Management

• Develop and execute a comprehensive loyalty strategy across the Anaheim Ducks, Honda Center, and OCVIBE business entities to drive customer retention, lifetime value, and brand advocacy
• Leverage expertise in mobile loyalty app technology to create seamless, personalized, and engaging experiences that enhance customer interaction and program adoption
• Oversee the design and implementation of loyalty programs, ensuring alignment with business objectives while preserving the goals and objectives of the district and Ducks team-specific initiatives
• Oversee the design and implementation of customer loyalty programs, ensuring they align with business objectives and customer needs, with a strong emphasis on integrating loyalty initiatives into the mobile app experience
• Identify and implement monetization strategies within the loyalty program, including partnerships, paid memberships, or premium tiered rewards
• Continuously analyze program performance and recommend enhancements based on customer insights, market trends, and emerging innovations in digital loyalty
• Stay ahead of industry trends by evaluating emerging technologies such as blockchain, Web3, AI-driven automation, and predictive analytics to future-proof the loyalty program
  
  

Marketing Leadership & Campaign Execution

• Develop and execute integrated marketing campaigns across digital, social, in-venue, and traditional channels to support business objectives
• Collaborate with cross-functional teams, including brand, creative, product, and analytics, to deliver cohesive marketing experiences
• Lead CRM initiatives, leveraging customer data to deliver personalized experiences and communications
• Ensure loyalty experiences are deeply integrated across in-venue experiences, e-commerce, ticketing, food & beverage, and other customer touchpoints
  
  

Mobile App Strategy & Growth

• Lead the evolution and growth of the mobile app as a key engagement and revenue channel, positioning it as a primary driver of customer loyalty
• Collaborate with App product and technology teams to ensure the app delivers a seamless, user-centric experience
• Develop app-exclusive experiences, gamification elements, and interactive content to deepen engagement and differentiate the brand
• Drive app adoption, engagement, and retention through targeted marketing initiatives and strategic partnerships
  
  

Data-Driven Decision Making

• Define and track key performance indicators (KPIs) to measure loyalty program effectiveness, including customer retention rates, engagement metrics, revenue contribution, and return on investment (ROI)
• Utilize data analytics and insights to optimize marketing strategies and improve ROI
• Leverage AI and machine learning for predictive personalization, delivering tailored rewards, content, and offers based on behavioral insights
• Stay informed of industry trends, customer behavior, and competitive activity to ensure the company remains ahead of the curve
  
  

Leadership & Team Management

• Build and lead a team focused on loyalty innovation, CRM optimization, and cross-channel engagement, ensuring best-in-class customer experiences
• Work in close collaboration with Anaheim Ducks loyalty leadership to ensure alignment with The Mighty’s goals and maintain a tailored experience for sports fans
• Serve as the key advisor on customer loyalty and engagement for senior leadership, ensuring strategies align with overarching business goals
• Work closely with technology partners to select, integrate, and optimize loyalty platforms, ensuring scalability and seamless user experiences
  
  

Skills

• Bachelor’s degree in Marketing, Business Administration, or a related field
• MBA preferred
• 8 years of experience in Marketing, Loyalty, and Digital Strategy roles, with at least 5 years in a leadership position
• Proven experience managing loyalty programs and mobile app strategies with a track record of increasing customer engagement and revenue
• Experience in consumer real estate, specifically mixed-use entertainment complexes or districts, is a plus
• Experience identifying and implementing monetization strategies within loyalty programs
• Strong understanding of CRM/Loyalty platforms, customer segmentation, AI-driven personalization, and data-driven marketing
• Deep understanding of omnichannel engagement strategies, including in-venue, digital, and e-commerce integrations
• Exceptional leadership, communication, and project management skills
  
  

Knowledge, Skills And Experience

Education - Bachelor's Degree

Experience Required – 8 Years

This position is on-site.

Company

OC Sports & Entertainment, LLC

Our Commitment

We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, medical condition or any protected category prohibited by local, state or federal laws. We are firm believers that diversity and inclusion among our team members are critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

Thanks for your interest in becoming part of ocV!BE!