Sr. Manager, Customer Loyalty

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Job description

The Customer Loyalty Manager will be responsible for developing a program that recognizes and appreciates customers consistent with the brand's value proposition. In collaboration with cross-functional teams, the Manager will drive the strategy, operations, and business planning to achieve key performance metrics.

Major Responsibilities/Activities

Loyalty program strategy development and management

• Develop and implement overall strategy for the loyalty program and ensure consistency across brands
• Define required A/B testing scenarios and review analysis of program performance based on Analytics input to determine new improvement opportunities and make the appropriate changes in strategy, goals, and objectives responding to current status and conditions
• Define business requirements of the program for IT

Reporting and P&L management

• Partner with the brands to ensure program hits financial targets
• Ensure efficient and economical performance of the program in accordance with operating budgets, year-end goals and objectives
• Regularly report to brands and NRG leadership KPIs, trends and insights to showcase program strategy, impact and development

Partner management

• Oversee relationships with vendors, external partners and internal departments of brands/ NRG to coordinate the effective delivery of the program and promotional campaigns

Team management

• Direct, administer, and control the day-to-day operations and activities of the project team
• Provide leadership, support, guidance and continuous feedback to employees

Education
Bachelor's degree in marketing, business, or equivalent discipline. Advanced degree a plus.

Basic Qualifications

• Excellent leadership, communication, and decision-making skills
• 5+ years of professional experience including at least 3 years experience with managing teams related to marketing and sales ideally customer loyalty and rewards programs, including strategy development, operations, and business planning
• Proven ability to plan and manage budgets
• Working knowledge of customer experience best practices and a passion for doing what is right for the customer and the company

Preferred Qualifications

• Experience presenting metrics and progress to goal to senior level stakeholders
• Ability to develop quick turn-around, practical recommendations based on data and research to inform strategic decisions in a fast-moving environment
• Proven experience in project management
• Experience managing a global team with remote colleagues
• Knowledge of energy industry trends

NRG Energy is committed to a drug and alcohol free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Human Resources.

Nearest Major Market: Houston