Head of Loyalty

Overview:

We are seeking a tenacious entrepreneur who is dynamic and strategic and wants to build and scale Insider a best-in-class first-of-its-kind loyalty program that redefines how retailers engage customers and attract new ones.  The Insider program is not only a critical driver for the WS Development portfolio but is also positioned to become a scalable standalone business well outside of the WS portfolio.  With strong tenants and consumer adoption already in place Insider is at a pivotal inflection point.

The Head of Loyalty will lead Insider’s evolution through strategic leadership best-in-class technology development and disciplined operational execution driving measurable outcomes such as retailer sales customer engagement and delight and program profitability.  With rapid membership growth and a number of new properties poised to launch soon Insider is uniquely positioned to become a differentiated solution and transformative force in the retail landscape and beyond. 

Insider is a high-priority initiative within WS Development’s Strategic Initiatives team and will work closely with the executive leadership to continue to build the vision set the roadmap and execute a go-to-market strategy that turns Insider into a significant revenue-generating platform well beyond our properties.

Key Position Attributes and Responsibilities:

• Lead the overall strategy growth and ongoing evolution and scaling of Insider.
• Identify and evaluate new opportunities for Insider including strategic partnerships collaborations and cross-property initiatives.
• Own revenue budget and ROI targets for Insider ensuring financial sustainability and growth.
• Deliver a seamless differentiated and delightful experience for members across digital and physical touchpoints.
• Define product requirements customer segments goals benefits and rewards.
• Make fast data-driven decisions and foster a culture of experimentation learning and iteration to accelerate program performance.
• Foster a test-and-learn culture with a start-up mindset ensuring marketing campaigns and program features are optimized for ROI.
• Execute the long-term business plan balancing near-term wins with sustained growth.
• Collaborate with leasing marketing and property teams to position Insider as a key differentiator that creates significant value for tenants and drives customer loyalty.
• Partner with the Head of Digital Engagement and VP of Marketing on budget planning and KPIs ensuring clear reporting to executive leadership.
• Analyze customer data and insights to refine the program improve retention and maximize lifetime value.
• Manage and grow a small high-performing team.

AI & Innovation

• Proactively identify opportunities where AI tools can reduce manual effort improve accuracy or accelerate workflows across your team's day-to-day work.
• Test and pilot AI-powered solutions relevant to your role; document findings and share learnings with colleagues to build team-wide capability.
• Partner with cross-functional teammates to develop and refine AI-assisted processes that are practical scalable and aligned with WS standards.

• Entrepreneurial spirit with a passion for building iterating problem-solving and scaling; thrives in ambiguity and fast-paced environments; a tenacious builder.
• Familiarity with or experience using AI tools; curiosity about how emerging technology can improve workflows and team efficiency is strongly preferred.
• Past experience will include developing and executing one or more comprehensive go-to-market (GTM) strategies scaling digital products or platforms into standalone business offerings including pricing positioning and partnership models.
• Demonstrated success in P&L ownership and ROI-driven decision-making.
• Proven ability to lead and inspire teams and influence senior stakeholders.
• Preferred familiarity with loyalty programs ideally in retail hospitality e-commerce CPG travel or subscription services.
• Proven ability to design scale and optimize customer programs that deliver measurable growth and loyalty.
• Proven ability to sell including evangelizing and gaining buy-in from partners executives investors etc.
• Expertise in growth marketing tactics A/B testing rapid experimentation and scaling customer engagement initiatives. Strong analytical ability translating insights into action across platforms (Google Analytics marketing automation tools etc.).
• Experience with mobile app development and product management.

The expected salary range for this position is $175000-$225000 per year. Actual compensation will be based on factors such as skills qualifications experience and location. This role is also eligible to participate in our annual bonus program.

About WS Development

Massachusetts-based WS Development is a mixed-use developer with a singular mission: creating places people want to be. With an approach that values art science innovation and above all else people WS strives to engage each community it serves with best-in-class experiences designed with our customers tenants and partners in mind. Established in 1990 WS is one of few vertically-integrated real estate companies that conceptualizes owns operates and leases more than 100 properties that range from cutting-edge urban spaces to lifestyle and community centers. With over 22 million square feet of existing space and an additional nine million square feet under development it is one of the largest privately-owned development firms in the country.

WS is where great ideas and great people come together to design build and operate some of the best loved real estate projects in the country. We live at the intersection of entrepreneurship and establishment. We have the infrastructure of decades supporting a culture of free-thinking excellence.

We expect every WS employee to feel welcomed and valued irrespective of race color religion gender gender identity or expression sexual orientation national origin disability age veteran status marital status parental status cultural background and life experiences. Or for any other reason.

What We Do

Massachusetts-based WS Development is a mixed-use developer with a singular mission: creating places people want to be. With an approach that values art science innovation and above all else people WS strives to engage each community it serves with best-in-class installations and activations. Established in 1990 WS is a vertically-integrated company that conceptualizes owns operates and leases more than 100 properties that range from cutting-edge urban spaces to lifestyle and community centers. With over 22 million square feet of existing space and an additional nine million square feet under development it is one of the largest privately-owned development firms in the country. For more information visit www.wsdevelopment.com call 617.232.8900 or follow WS Development on LinkedIn.