Vice President - Group Wide Loyalty
About this position
Responsibilities
• Develop and execute a unified loyalty strategy in collaboration with the EVP and other senior leaders, ensuring alignment with the overall business goals.
• Work across business units and regions to design and implement a global loyalty framework that enhances customer satisfaction and lifetime value.
• Act as a strategic advisor to the EVP on loyalty trends, customer engagement, and program performance.
• Lead the development, launch, and management of the company’s global loyalty program, tailoring the strategy to meet local and regional market demands.
• Oversee a dedicated team responsible for daily operations, program development, and optimization.
• Ensure that the loyalty program integrates seamlessly across all touchpoints, including digital platforms, in-store experiences, and customer service channels.
• Drive data-informed decision-making by analyzing customer data, loyalty metrics, and program performance to continually refine the loyalty strategy.
• Establish and track key performance indicators (KPIs), such as program enrollment, customer retention, repeat purchases, and ROI.
• Provide regular reports and insights to the EVP, highlighting progress and areas of opportunity for program enhancements.
• Collaborate closely with key departments, including marketing, operations, finance, and IT, to align loyalty efforts with broader business objectives.
• Partner with product and technology teams to ensure the seamless integration of loyalty features across all customer channels.
• Lead efforts to secure strategic partnerships with third-party vendors and loyalty platform providers to enhance the value proposition of the program.
• Foster a deep understanding of customer needs and behaviors to create personalized loyalty experiences that increase engagement and brand advocacy.
• Implement feedback mechanisms to capture customer insights and continuously improve the loyalty offering.
• Stay informed on industry trends and competitor strategies to ensure the loyalty program remains innovative and competitive.
• Develop and manage the loyalty program’s budget, ensuring that financial goals are met.
• Provide the EVP and senior leadership with financial performance updates, demonstrating the program’s impact on customer retention, revenue, and profitability.
Requirements
• Bachelor’s degree in Marketing, Business Administration, or a related field (MBA preferred).
• 10+ years of experience in loyalty marketing.