Director, Loyalty & Membership — Districtwide Growth

OC Sports & Entertainment, LLC; Anaheim (CA); On-site; USD 165,000 - 205,000; Full time

Job summary

OC Sports & Entertainment, LLC is seeking a Director of Loyalty & Membership to translate a district-wide loyalty strategy into an executable program roadmap. You will own the loyalty lifecycle, governance, and platform operations across venues, collaborating with marketing, CRM, data teams and operators to drive engagement and visitation.

The role requires 8+ years in loyalty or lifecycle marketing, with a proven ability to scale programs across multiple brands.

Qualifications

• 8+ years in loyalty, membership, or lifecycle marketing roles.
• Experience scaling loyalty programs in hospitality, sports/entertainment, or mixed-use destinations.
• Ability to manage programs across multiple brands and partners.
• Strong commercial and financial fluency in evaluating promotions and funding.
• Ability to establish governance and cross-functional operating rhythms.
• Proven track record driving outcomes through cross-functional influence.
• Experience taking loyalty or membership programs from strategy to launch and ongoing operations.
• Working knowledge of loyalty platforms, CRM, identity, audience segmentation and guest data concepts.
• Experience with the LAVA loyalty platform is a plus.

Responsibilities

• Translate the approved membership strategy into an executable multi-year program roadmap.
• Own the integrated loyalty roadmap across program operations, member experience, platform capabilities, lifecycle engagement and organizational readiness.
• Identify capability and resource requirements to scale the program.
• Partner with relationship owners on activating new statuses and ensuring platform recognition.
• Own the member journey and cross-pollination across experiences and districts.
• Translate objectives into journeys, audiences, triggers, offers and communications with related teams.
• Oversee integrated member recognition, entitlements and activation across journeys.
• Establish day-to-day operating model for Loyalty, including workflows, SLAs and escalation paths.
• Lead end-to-end launch readiness across program, marketing, digital product, CRM, data, technology and venue ops.
• Set up campaign intake, QA, approvals, launches and post-launch reviews.
• Define member servicing and exception-management processes.
• Create change-management for rules, platform configuration, benefits and experiences.
• Build post-launch operating health and issue-management routines.
• Plan future Loyalty Operations organization and capabilities.
• Own the ongoing performance of the loyalty program, driving visits, spend and retention.
• Identify opportunities in member behavior and translate into campaigns and experiences.
• Collaborate with businesses to use loyalty to address opportunities and shift demand.
• Establish a test-and-learn culture with data-driven improvements.
• Establish governance, decision rights and escalation mechanisms.
• Maintain district-wide recognition governance and ownership boundaries across units.
• Facilitate cross-functional decisions across communications, offers and funding.
• Build the business case for loyalty investments and funding frameworks.
• Define funding classifications and measurement standards for loyalty initiatives.
• Ensure alignment across enterprise, asset and venue funding.
• Serve as senior owner of the loyalty platform, configuring and troubleshooting during build phases.
• Prioritize platform capabilities with CRM and data teams for broader integrations.
• Manage vendor relationships for loyalty technology stack.
• Define KPIs and dashboards to demonstrate program value.

Skills

Loyalty strategy

Program governance

Cross-functional leadership

Executive communication

Stakeholder management

Education

Bachelor’s Degree

Tools

LAVA loyalty platform

Job description

OC Sports & Entertainment, LLC is seeking a Director of Loyalty & Membership to translate a district-wide loyalty strategy into an executable program roadmap. You will own the loyalty lifecycle, governance, and platform operations across venues, collaborating with marketing, CRM, data teams and operators to drive engagement and visitation.

The role requires 8+ years in loyalty or lifecycle marketing, with a proven ability to scale programs across multiple brands.