Junior Loyalty Strategist

Capillary Company; United States; Hybrid; USD 90,000 - 130,000; Full time

Job summary

Capillary Technologies is seeking an experienced Loyalty Strategist to join our Consulting practice in a hybrid role. You will benchmark, analyze, and design loyalty programs across brands and industries, blending traditional loyalty mechanics with innovative customer experiences.

The ideal candidate has a track record of delivering high-quality client work, strong communication skills, and a comfort with financial modeling. Travel up to 10% is expected as needed.

Qualifications

• 3 years of experience in a loyalty strategy or customer experience role.
• Strong delivery track record with deadlines and accuracy.
• Knowledge of financial modeling and ROI spreadsheets.
• Experience with customer journey mapping and surveys.
• Ability to communicate complex analyses clearly and persuasively.
• Willing to travel up to 10% of the time.

Responsibilities

• Understand client programs and align strategies with markets; sell in optimization and evolution for loyalty.
• Collaborate within a cross-functional environment with internal and external stakeholders.
• Develop innovative solutions reflecting core pillars: value proposition, member experiences, emotional loyalty.
• Answer business questions using quantitative and qualitative data in a timely manner.
• Interpret analyses and communicate findings to stakeholders; develop best practices for common questions.
• Productize or streamline processes to gain economies of scale within the team.
• Ensure right-first-time implementation, campaign execution and deployments.
• Travel to client sites for stakeholder meetings as needed.

Skills

Data-driven analysis

Communication

Cross-functional collaboration

Travel readiness

Education

Bachelor’s degree in marketing/business/economics

MBA or advanced degree (preferred)

Job description

Capillary Technologies is the global leader in loyalty and customer relationship management solutions, and we are growing! Our exciting, culture-focused company is looking to add an experienced Strategy Consultant who embraces challenges, is eager to work with exciting clients, and enjoys being rewarded & recognized for their hard work. Working at Capillary means working with globally recognized companies to create cutting-edge solutions, all while enjoying industry-best benefits and perks.

Capillary is seeking an enthusiastic Loyalty Strategist to join our Consulting practice.

The ideal candidate will possess the following:

• ability to benchmark, analyze and design customer loyalty programs for brands across different business verticals; talent for program optimization / improvement, blending traditional loyalty mechanics with creative and innovative customer experiences;
• passion for solving difficult business problems using qualitative and quantitative data-driven methods; and keen interest in communicating and selling complex program evolution and improvements in a clear, precise, and actionable manner;
• desire to integrate into the client’s ecosystem, to ’fret’ or ‘revel’ in their weekly comps, and to establish and maintain relationships with individuals at all levels of the organization;
• ability to balance owning key deliverables (independent contributor) while working as part of a larger cross‑functional team on other projects.

ESSENTIAL DUTIES AND RESPONSIBILITES:

• Work as part of a team to understand the impact of clients’ programs on their business, align with the client on key strategies and markets, and ‘sell in’ optimization and evolution that nurtures loyalty and customer experiences;
• Work closely within a cross‑functional environment that includes internal stakeholders (Consumer Insights leadership, Strategy, Project Management and Account Management functions) as well as external clients/stakeholders;
• Develop innovative & practical solutions that reflect our three core pillars of program design: (1) compelling value proposition; (2) enhanced Member experiences; (3) emotional loyalty and engagement;
• Answer business questions by using appropriate techniques with available data;
• Interpret the results of analyses and communicate findings to internal and external stakeholders;
• Develop ‘best practices’ for answering frequently raised business questions and
• work within the team to productize or streamline these to gain economies ofscale;
• Ensure the entire cross‑functional team strives for ‘right‑first‑time’ implementation, campaign execution, and deployments;
• Travel to client sites for stakeholder meetings and collaboration as needed.

REQUIREMENTS:

• Bachelor’s degree in a relevant field (marketing, business, economics, social sciences or another relevant field);
• 3 years of experience in a loyalty strategy or customer experience role;
• Track record of strong delivery, with emphasis on meeting deadlines and ensuring accuracy, while injecting innovative thinking to enhance the quality of client deliverables;
• Passion for answering difficult business questions with qualitative and quantitative data driven methods;
• Knowledge of financial modeling, with ability to develop pro forma or ROI spreadsheets and communicate these to stakeholders with varying degrees of financial acumen;
• Knowledge of survey research, with the ability to develop questionnaires,program surveys and analyze the responses;
• Experience with customer journey mapping and engineering unique consumer brand and customer experiences;
• Ability to communicate complex analysis in a clear, precise, actionable and visually appealing manner;
• Keen sense for striking the right balance between quantitative methodological precision and providing a timely answer to the business questions at hand;
• Willing to travel up to 10% of the time for business purposes (within state and out of state).

PREFERRED:

• MBA or advanced degree in relevant fields;
• 5+ years’ experience in a loyalty and/or CRM strategy or customer experiencerole;
• Ability to leverage AI tools to automate tasks and enhance analyses, freeing up more time to think strategically and proactively strategize on behalf of clients.

LOCATION:

Candidates for this hybrid role must be in the Dallas/Fort Worth metroplex, able to work from our Plano office 2 days per week. Virtual WFH is allowed 3 days per week, but applicants who prefer to work from the company office may do so every day if they desire.