Talento has partnered with an enterprise organization in South Florida on a consultant to support some large initiatives to their consumer facing loyalty program. We are seeking a dynamic and strategic Program Manager of Loyalty to lead and manage our customer loyalty initiatives. This role is integral to enhancing customer engagement, driving repeat business, increasing their credit card customers, and overall drive revenue dollars in the organization. The ideal candidate will have a deep understanding of loyalty programs, customer behavior, and a proven track record of managing and scaling loyalty initiatives.
Responsibilities
- Oversee the day-to-day operations of the loyalty program, including rewards management, customer segmentation, and personalized offers.
- Continuously enhance the customer journey by identifying opportunities to improve engagement, retention, and satisfaction through the loyalty program.
- Analyze program performance, customer data, and market trends to drive decisions and optimize loyalty strategies. Provide actionable insights to stakeholders.
- Work closely with marketing, product, analytics, and customer service teams to ensure seamless execution of loyalty initiatives.
- Manage the loyalty program budget, ensuring cost-effectiveness and ROI on initiatives.
- Collaborate with external vendors and partners to enhance program offerings and ensure successful program delivery.
- Develop and monitor key performance indicators (KPIs) to measure the success of the loyalty program. Regularly report on program performance to senior leadership.
- Gather and act on customer feedback to continuously refine and improve the loyalty program.
- Stay informed about industry trends and best practices in loyalty programs and customer retention strategies to drive innovation within the program.
Requirements
- 5+ years of experience in program management within matrixed organizations including cross-functional coordination between Marketing, Technology, Sales and other internal groups
- Bachelor’s degree in Marketing, Business Administration, or a related field. MBA or advanced degree is a plus
- Strong analytical skills with the ability to interpret complex data and translate it into actionable strategies.
- Excellent project management skills with a track record of managing multiple initiatives simultaneously.
- Experience with customer relationship management (CRM) systems and loyalty platforms.
- Exceptional communication and interpersonal skills.
- Ability to work effectively in a cross-functional team environment.
- Strong understanding of consumer behavior and loyalty program best practices.
- Proven ability to lead and inspire teams, driving program success and fostering a culture of customer-centricity.
