Sr Loyalty Marketing Manager

Job Description

The Senior Manager of Loyalty Marketing is an essential leader responsible for driving growth aligned to organization's strategic priorities through profitable, long-term customer relationships. This role will provide proven expertise, innovation, and thought leadership aimed to acquire, retain and create customer loyalty.

This role will report to the Senior Director of Channel Marketing and oversee loyalty programs in North America focused on home air, water, security, and energy products and solutions. To be successful in this role, an individual must be visionary and results-oriented; playing a critical role in supporting our evolution towards connected services and solutions.
JOB DUTIES:

• Drive strategy and execution of proactive and reactive customer retention efforts as the company continues to scale growth, expand channel mix, and drive lifetime value.
• Analyze industry, competitor, and consumer insights to build and evolve program architecture and improve adoption.
• Responsible for loyalty program(s) P&L performance and ROI; establishing goals, monitoring progress, and continuously improving operational efficiencies.
• Responsible for loyalty program(s) identity, value propositions, features and benefits ensuring alignment with driving corporate strategies, elevating the brand, and enabling continued growth trajectory.
• Manage and support elite tier strategies, defined benefits, and enhanced partner relationship activities including advisory councils, annual marquee customer event, and always-on elevated customer service.
• Leverage data and metrics to deploy strategic improvements to loyalty programs including program structure, membership tiering, associated benefits, engagement, and satisfaction.
• Model collaboration and effectiveness in delivering program through work plans, resource allocations, risk management, scope change control, milestone monitoring, key stakeholder buy-in and support, cross-functional team management, and communication strategies.
• Forecast, manage, and approve financial budgets based on achieving strategic growth objectives, financial trends and modeling, and cross-functional partnerships.
• Work closely with digital and technology teams ensuring optimal user experience, operational excellence, and improved data integration. Build test-and-learn culture leveraging data and insights.
• Oversee program operations including enrollment, onboarding, co-op management, product certificate redemption, partner portal, and issue tracking and resolution.
• Enable Sales Teams, direct and indirect, with reporting, processes, and training to drive and influence customer participation in loyalty programs.
• Hire, lead, develop and inspire team to achieve goals that contribute to the growth of the organization while embracing our vision, purpose, and values.

YOU MUST HAVE:

• Bachelor's Degree in Marketing, Business Administration, or related field.
• 7-10 years of progressive work-related experience in loyalty marketing.
• 5+ years in leadership excellence; building teams, leading and developing direct or indirect reports.
• Superior analytical skills; quantitative and qualitative.
• Exceptional communicator and storyteller (written and verbal) who can influence decision makers with formal presentations, informal networking, training and education.
• Strong project management skills, highly organized and demonstrated ability to execute projects on or under budget and on time or early.
• Knowledge of response management, customer service principles, and customer lifecycles.
• Technical acumen including experience with Salesforce, Marketo, CRM tools, Microsoft applications and loyalty program systems.
• Financial management and budget ownership.
• Experience in developing, monitoring and reporting on program analytics and performance.
• Any new hire for this position must be vaccinated for COVID-19 by their start date with Resideo, subject to any prohibitions or exceptions under state or local law.

WE VALUE:

• Significant experience in Channel Marketing or Marketing.
• Ability to work independently and in a team environment.
• Effective time management and organizational skills.
• Strong attention to detail and accuracy.
• Excellent organizational, written and communication skills.
• Strong customer service and interpersonal skills.
• Outstanding strategic thinker, problem-solving, and possess analytics capability.
• Highly collaborative and agile, adept at managing multiple stakeholders.
• Have a proven track record of prioritizing, leading and delivering projects, managing a high-performing team, and engaging with senior stakeholders.
• Entrepreneurial ownership mindset to get things done with a degree of assertiveness.
• Ability to manage ambiguity.

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About Us

Resideo is a leading global provider of critical comfort and security solutions primarily in residential environments and distributor of low-voltage electronic and security products. Building on a 130-year heritage, Resideo has a presence in more than 150 million homes, with 15 million systems installed in homes each year. We continue to serve more than 110,000 professionals through leading distributors, including our ADI Global Distribution business, which exports to more than 100 countries from more than 200 stocking locations around the world. Resideo is a $5.0 billion company with approximately 13,000 global employees. For more information about Resideo, please visit www.resideo.com.

At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.