Loyalty Program Manager (Retention)

About You

Our Customer team is seeking a Loyalty Program expert to support our Customer organization with all aspects of Loyalty Program Management, execution and analysis. This individual will be tasked with an active role in loyalty program management, leading key projects, recommending tactics, analyzing results and iterating. The Loyalty Program Manager will help Nutrafol further mature our customer loyalty experience and capabilities. Using industry and customer best practice, along with customer data and research, this role will be tasked with managing and growing Nutrafol’s customer loyalty offerings.

Responsibilities

• Become Program SME and manage day-to-day operations of the Loyalty Program
• Support the marketing and CRM needs related to the Customer Loyalty Program experience
• Lead the identification and documentation of business requirements to support technical implementation and ongoing enhancements
• Support the creation of Loyalty effectiveness metrics and KPIs
• Oversee the development of standard recurring reporting and own the ongoing analysis and distribution of loyalty program effectiveness and success to KPIs
• Work to develop ongoing loyalty activities and benefits that further engagement loyalty members
• Ensure the program adheres to both regulatory requirements and member satisfaction expectations

Requirements:

• Degree or proven training in loyalty Marketing and eCommerce customer activities
• 5+  years of professional experience working within or leading loyalty or customer programs
• Strong understanding of marketing practices and customer regulatory requirements
• Experience in gathering business and technical requirements and sharing with broad teams
• Experience with setting and executing against program/marketing budgets
• Experience in data visualization
• Experience in creating and sharing customer analysis
• Experience in marketing analytics tools (Google Analytics, Adobe Analytics, MixPanel, etc.)
• Ability to organize and manage multiple priorities and projects while making consistent progress and answering business questions and needs

Preferred:

• Experience in managing customer or loyalty programs
• Experience managing direct reports
• Understanding of testing methodologies (Website and digital A/B/N testing) and analysis