Director of Loyalty & Membership Growth

OCVIBE; Anaheim (CA); On-site; USD 165,000 - 205,000; Full time

Job summary

OC Sports & Entertainment, LLC in Orange County seeks a Director, Loyalty & Membership to design and scale a district-wide loyalty program across venues and experiences. You will own strategy, measurement, and cross-functional governance, turning member insights into engaging offers and journeys.

At launch you’ll operate as an individual contributor, building processes, campaigns, and platform configurations that drive guest visitation, retention, and participation across OC venues.

Qualifications

• 8+ years in loyalty, membership, or lifecycle marketing roles.
• Experience building or scaling a loyalty/membership program in hospitality, sports/entertainment, or mixed-use destinations.
• Experience operating complex programs across multiple business units, brands, operators or partners.
• Strong commercial and financial fluency, with the ability to evaluate promotional economics, offer funding, incrementality and business cases across multiple P&Ls.
• Demonstrated ability to establish governance, decision rights and cross-functional operating rhythms in matrixed organizations.
• Track record of driving outcomes through cross-functional influence rather than direct authority.
• Experience taking a loyalty or membership program from strategy and requirements through implementation, launch and ongoing operations.
• Working knowledge of loyalty/membership platforms, CRM, identity, audience segmentation and guest data concepts.
• Experience with the LAVA loyalty platform is a plus.
• Exceptional executive communication, stakeholder management, program leadership and organizational skills.

Responsibilities

• Translate the approved OCVIBE membership strategy into an executable, multi-year program roadmap.
• Own the integrated loyalty roadmap across program operations, member experience, platform capabilities, lifecycle engagement and readiness.
• Identify capability, process, resource and organizational requirements to scale the program.
• Partner with relationship owners on introducing and activating new statuses within the membership platform.
• Own the member journey—Join, Attend, Drive—and the behavioral objectives within each stage.
• Translate objectives into journeys, audiences, triggers, offers, communications and recognition mechanics across teams.
• Own the integrated member recognition experience and ensure statuses and entitlements are activated and surfaced.
• Establish the day-to-day operating model for loyalty, including workflows, SLAs, approvals, escalation paths and cadences.
• Lead end-to-end launch readiness across program, marketing, digital product, CRM, data, technology, venues and partner businesses.
• Define campaign and offer intake, QA, launch and post-launch review processes.
• Define member servicing, escalation handling and change-management for program rules and experiences.
• Own the governance of the loyalty program and cross-functional decision rights.
• Maintain district-wide recognition governance and platform activation rules.
• Coordinate ownership across multiple venues and brands.
• Facilitate cross-functional decisions on communications, offers, funding and experience.
• Build the loyalty funding framework and align investments with business cases and P&Ls.
• Establish classification, approval and measurement standards for enterprise, asset, and venue-funded offers.
• Serve as senior business owner of the loyalty platform and configure offers, rules and journeys during build.
• Prioritize requirements for platform capabilities with product, tech, CRM and data teams.
• Manage vendor relationships for loyalty tech stack.
• Define KPIs and reporting cadences to demonstrate program value.

Education

Bachelor's Degree

Job description

OC Sports & Entertainment, LLC in Orange County seeks a Director, Loyalty & Membership to design and scale a district-wide loyalty program across venues and experiences. You will own strategy, measurement, and cross-functional governance, turning member insights into engaging offers and journeys.

At launch you’ll operate as an individual contributor, building processes, campaigns, and platform configurations that drive guest visitation, retention, and participation across OC venues.