Manager of Customer Loyalty & Partnerships

Req ID: 408292

BASIC PURPOSE: The Manager of Customer Loyalty & Partnerships will drive the loyalty & partnership strategy with a view to delivering superior customer growth, retention, and advocacy. This role will be responsible for overseeing the program & benefits structure, managing the customer acquisition & partnership strategy, and refining the value proposition for the future state of customer loyalty.

MAJOR RESPONSIBILITIES:

• Manage all aspects of Love's customer loyalty benefits & program.
  • Develop and optimize lifecycle campaigns and journeys to grow and retain members, partnering with internal business lines to develop segmentation, offers and creative.
  • Monitor, analyze, & partner with analytics teams to provide insights on program performance; report out to marketing and senior leadership on a regular cadence.
  • Manage loyalty P&L, working to identify areas of opportunity for growth and cost savings, when appropriate
  • Define strategy and oversee the setup & production of loyalty-based promotions and marketing efforts.
  • Monitor trends in customer & competitor behavior, manage My Love Rewards strategy, program fundamentals, and benefits accordingly.
  • Own the customer loyalty data, monitor, and mitigate fraud with internal business partners to maintain customer trust.
  • Lead the evolution of the program branding while creating and executing a loyalty marketing strategy that promotes the program and its benefits across retail and owned channels.
  • Collaborate with key business partners across the organization to integrate the customer loyalty message with brand, product, and other marketing communications.
• Lead all customer loyalty partnerships, including those with program vendors and internal & external partners.
  • Define partnership strategy that helps Love's better connect with and grow its customer base.
  • Partner with Love's technical teams to develop & maintain partnership integrations.
  • Act as a primary point of contact for Corporate Development and other cross-functional business-line growth initiatives, helping to define requirements and acceptance criteria for new partnerships.
  • Manage the commercial relationship with key vendor partners, including contract management, cost, and revenue reporting.
  • Build strong relationships with internal business partners to drive revenue & enhanced customer experiences through cross-category offerings.
• Execute project plans and deadlines to achieve all objectives on time and within budgets.
• Lead a team of individual contributors focused on customer loyalty and partnerships.
  • Empower team members to bring new ideas to the business, delegating responsibility and tracking accountability as appropriate
  • Coach, mentor, and support individual career planning & development.
  • Foster a spirit of teamwork and champion the Love's culture

REQUIREMENTS:

• Bachelor's degree in Marketing, Arts & Sciences or equivalent
• 8 or more years of marketing, loyalty, and/or partnership experience
• Strategic thinker with demonstrated problem-solving and decision-making skills.
• Self-starter excited about new growth opportunities.
• Ability to lead a team that uses data-driven insights to build & execute on strategies.
• Ability to work under tight deadlines, handle and prioritize multiple assignments simultaneously.
• Strong written and communication skills
• Close attention to detail and excellent analytical skills
• Familiarity with integrating various technologies to support marketing efforts.
• Proven experience in use of MS Office Suite & Salesforce Marketing Cloud (or similar platform)

Job Function(s): Corporate

Love's Travel Stops & Country Stores is the industry-leading travel stop network in the United States. For more than 55 years, we've provided customers with highway hospitality and "Clean Places, Friendly Faces." We're passionate about serving drivers with clean, modern facilities stocked with fuel, food and supplies. We offer meals from popular restaurant chains, trucking supplies, showers and everything needed to get back on the road quickly. The Love's Family of Companies includes:

• Gemini Motor Transport, one of the industry's safest trucking fleets
• Speedco, the light mechanical and trucking service specialists
• Musket, a rapidly growing, Houston-based commodities supplier and trader
• Trillium, a Houston-based alternative fuels expert

The Love's Experience

Love's was founded in 1964 on the values of integrity, customer focus, strong work ethic, innovation and perseverance. We are looking for these in every person we hire. No matter what job you do for Love's, your commitment to these values will not only continue our legacy of growth, it will also ensure your successful career.