Customer Loyalty Manager

POSITION SUMMARY: The Strategic Marketing Manager leads key company programs, including customer membership subscriptions and end-to-end consumer journey analysis, driving engagement and optimizing experiences across all brand touchpoints from in-store to digital platforms. This role gathers insights across channels, develops strategic recommendations, and presents them to company executives to inform high-level decision-making. ESSENTIAL FUNCTIONS • Oversee the overall strategy, performance, and execution of the company’s membership subscription Club program, ensuring it aligns with business objectives and customer value propositions. • Monitor daily performance metricsand key indicators to ensure continuous optimization of the membership program and timely resolution of operational issues. • Ensure the accuracy and integrity of all data, dashboards, and reportsrelated to Club membership performance, customer adoption, and retention. • Lead the planning and execution of all advertising, promotional campaigns, and marketing effortsrelated to the Club Membership program, in collaboration with internal teams and external vendors. • Coordinate the development and distribution of all collateral materials and assetsneeded in stores, on the website, and across customer touchpoints to support the program’s rollout and adoption. • Ensure all membership-related processes and communications comply with applicable regulations and internal compliance standards. • Develop and implement internal incentive and engagement programsto drive associate participation and enhance customer enrollment and satisfaction. • Track and analyze the financial sustainability of the program, ensuring that benefit costs are effectively managed and do not exceed the revenue generated from monthly fees. • Continuously evaluate and recommend enhancements to the membership programbased on customer feedback, performance data, and market trends. • Lead comprehensive research efforts to understand the end-to-end customer experienceacross all brand touchpoints, including in-store, digital platforms, payment portals, and customer service interactions. • Map current consumer journeysfrom the customer’s point of view to identify key moments, areas of friction, gaps, and opportunities for enhancement. • Design and execute a wide range of research methodologies—including surveys, qualitative interviews, focus groups, ethnographic studies, and quantitative data analysis—to gather meaningful customer insights. • Synthesize and interpret customer data to uncover actionable insightsthat guide strategic recommendations and improve customer experience across channels. • Validate areas of opportunity and performance improvementsthrough research findings, ensuring that any recommended changes are grounded in real customer needs and behaviors. • Collaborate with cross-functional teams(e.g., operations, digital, customer service, retail) to share journey findings and align on execution plans for experience improvements. • Develop future-state consumer journey mapsthat outline ideal experiences and support long-term customer engagement, satisfaction, and retention. • Present consumer journey insights and improvement recommendations to executives, helping inform decisions that enhance customer loyalty and increase lifetime value. • Continuously monitor journey-related KPIsto evaluate the impact of changes and maintain a focus on customer-centric innovation POSITION QUALIFICATIONS: To perform this job successfully, the individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions • Bachelor’s degree in marketing, Business, or related field (Master’s a plus). • 5+ years in strategic marketing, customer experience, or program management. • Experience managing subscription or membership-based programs preferred. • Strong background in consumer journey mapping and customer research. • Experience with consumer journeys/research is a plus • Skilled in quantitative and qualitative research methods. • Proficient in data analysis tools (Excel, Tableau, Power BI, etc.) • Knowledge of marketing compliance and regulatory standards • Experience leading cross-functional teams and external vendors • Strong project management and multitasking skills • Excellent communication and executive presentation skills • Proven ability to drive customer retention and lifetime value. • Bilingual (English/Spanish) preferred • Familiar with CRM, marketing automation, and CX platforms. SKILLS & ABILITIES Education · Bachelor’s degree in marketing, Business, or related field (Master’s a plus). Computer Skills · Computer savvy; proficient in Mac and MS Office. Other Requirements · Familiar with retail business and operations · Strong problem-solving and critical thinking. · Able to turn data into clear strategies. · Confident in fast-paced, data-driven environments. · Deep understanding of customer behavior. · Committed to improving end-to-end experiences. · Empathetic to diverse customer needs. · Creative and forward-thinking mindset. · Strong cross-functional collaboration skills. · Able to influence without direct authority. · Confident presenting to leadership. · Experience with A/B testing and campaign optimization. · Familiar with analytics and CX tools (e.g., Google Analytics, Salesforce). · Understanding of digital UX/UI and omni-channel strategies. WORK ENVIRONMENT · Ability to work in a fast-paced environment that requires flexibility and adaptability to changing priorities and business needs. · Ability to handle multiple projects and prioritize accordingly in order to meet business goals. Evening and weekend availabilityrequired Job Type: Full-time Pay: $30.00 - $35.00 per hour Benefits: • 401(k) • 401(k) matching • Dental insurance • Employee discount • Health insurance • Life insurance • Vision insurance Ability to Commute: • Los Angeles, CA 90015 (Preferred) Ability to Relocate: • Los Angeles, CA 90015: Relocate before starting work (Preferred) Work Location: In person