The Sr Manager of Loyalty is responsible for creating and executing a customer-centric loyalty program that generates cross and upsell demand within existing customers because of deeper engagement with the brand.

This role works with a cross-functional team of disciplines, business partners, and channel execution groups to define and design an impactful loyalty program, and to ensure proper implementation, activation and measurements are in place. He/she will lead the development of experience and communications strategies rooted in business and brand goals, customer data and channel-level best practices and will also provide strategic direction into the data and technology needed to support the implementation and execution of the loyalty strategy and specific program management.

This person must be a proven cross-functional team leader and project manager who has the ability to influence individuals without having direct authority. Must be technically proficient and knowledgeable in architecture that gathers customer information and feeds database solutions that drives and supports Loyalty strategies. They have strong business Acumen, agile decision-making, entrepreneurial nature, ability to formulate a strong POV and adjust plans strategically in a changing environment.

• Help define the overall vision, strategy and roadmap of our loyalty program across the Pharmaca & Medly Brands
• Drive member acquisition, engagement and sales impact through effective communication programs, targeting and personalization
• Define and link program KPIs to business outcomes, and continue to enhance performance over time
• Partner with internal teams and third-party partners to create personalized experiences to increase the value exchange between our brands and our consumers
• Partner with Analytics team, other business groups, and third parties to identify marketplace and customer insights
• Use insights to develop sound, fact-based marketing strategies to drive incremental ROI against business objectives
• Partner with merchant team to identify opportunities for “members-only” offers and promotions
• Develop and leverage critical partnerships with our store, digital and IT teams, to ensure best-in-class operational excellence
• Create segmented consumer journey maps and touch-point activations
• Educate and inspire on what a best-in-class loyalty program looks like and what customers expect

Qualifications

• Bachelors degree required - MBA in Marketing, Finance or Statistics preferred
• 5+ years experience in the development and successful execution of loyalty programs, preferably for a company in an industry with an established reputation for loyalty excellence (e.g. Retail, financial services, hospitality, telecom, publishing, etc.)
• Loyalty program development including detailing functional requirements, developing features/benefits, creating communication strategies, and establishing & evaluating program ROI performance.