CRM-Driven Loyalty & Engagement Leader

truenorth Convenience Stores; Brecksville (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

truenorth Convenience Stores is seeking a Loyalty & Customer Engagement Manager to grow customer relationships through loyalty programs, CRM, and personalized engagement. Drive enrollment, retention, and value across targeted campaigns.

Partner with Digital Marketing & Brand Strategy to align communications with the brand, analyze data and campaign performance, and continuously improve the customer experience across channels.

Qualifications

• Strong knowledge of loyalty, CRM, segmentation, personalization, and direct marketing strategies.
• Experience developing targeted campaigns and customer communications across channels (email, SMS, app).
• Experience with customer analytics, segmentation, personalization, and campaign measurement.
• Retail, convenience, consumer, or multi-location experience preferred.

Responsibilities

• Own the loyalty program strategy and initiatives to increase enrollment, active membership, engagement, retention, and overall program value.
• Develop and implement strategies that acquire new customers, retain existing ones, and increase visit frequency.
• Own CRM strategy, customer segmentation, targeting, personalization, and data utilization to deliver relevant experiences.
• Develop and manage customer communications through loyalty, email, SMS, app, and other channels, including promotions and campaigns.
• Analyze customer behavior, loyalty activity, campaign performance, and metrics to inform marketing decisions.
• Continuously optimize engagement strategies, campaign effectiveness, and marketing ROI.
• Monitor customer feedback and engagement trends to improve the customer experience.
• Establish measurement frameworks and reporting for loyalty initiatives to leadership.
• Build scalable processes and tools to support growth of loyalty capabilities.
• Collaborate across Operations, Merchandising, Finance, vendors to ensure alignment.
• Identify opportunities to improve customer engagement and revenue.

Skills

Loyalty & CRM

Analytical skills

Campaign management

Lifecycle marketing

Communication

Cross-functional collaboration

Microsoft Office

Education

Bachelor's degree in Marketing, Business, Communications, or related field

Tools

CRM platforms

Job description

truenorth Convenience Stores is seeking a Loyalty & Customer Engagement Manager to grow customer relationships through loyalty programs, CRM, and personalized engagement. Drive enrollment, retention, and value across targeted campaigns.

Partner with Digital Marketing & Brand Strategy to align communications with the brand, analyze data and campaign performance, and continuously improve the customer experience across channels.