Manager, Loyalty

Personalization Mall; Northern (KY); Hybrid; USD 90,000 - 110,000; Full time

Job summary

Personalization Mall is seeking a program manager to lead the loyalty initiative across Product, CRM, Martech, and Analytics teams. You will ensure operational alignment, monitor performance, and support experimentation to move concepts from strategy to execution.

You will oversee planning, launches, testing, and KPI reporting, collaborating with marketing, product, and technology partners to drive engagement and incremental impact.

Qualifications

• Bachelor's degree in Marketing, Business, Communications, Analytics, or a related field.
• 2–5 years of experience in marketing, CRM, loyalty marketing, customer engagement, retention marketing, or related role.
• Understanding of customer lifecycle marketing, segmentation, and engagement strategies.
• Experience coordinating cross-functional initiatives with Marketing, Product, CRM, Analytics, or Technology teams.
• Strong organizational and project management skills with the ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills with strong attention to detail.

Responsibilities

• Manage operational planning, coordination, and execution for loyalty initiatives
• Manage project timelines for program launches and updates
• Manage the Celebrations Passport program, ensuring communications with members are meaningful and drive engagement and incrementality
• Coordinate testing of new loyalty offers, promotions, and initiatives across CRM, Product, Analytics, Marketing, and other cross-functional teams
• Maintain documentation of loyalty rules, benefits, and eligibility criteria
• Support product feature releases and UAT testing
• Maintain loyalty dashboards and KPI reporting, monitor wallet usage and redemption trends
• Provide reporting and insights on the loyalty program and support experiment performance tracking and trends

Skills

Communication skills

Project management

Cross-functional collaboration

Attention to detail

Marketing knowledge

CRM understanding

Education

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

Tools

Salesforce

Braze

HubSpot

Adobe Campaign

Job description

P rimary Role Serve as the program manager for the loyalty program, ensuring operational alignment across Product, CRM, Martech, and Analytics teams while monitoring program performance and supporting experimentation. This role ensures loyalty initiatives move from strategy to execution efficiently and consistently.

Core Responsibilities

• Manage operational planning , coordination , and execution for loyalty initiatives
• Manage project timelines for program launches and updates
• Managethe Celebrations Passport program, ensuringwe are communicating with members is a meaningful way, driving engagement, and incrementality,
• Coordinate the testing of new loyalty offers , promotions, and initiatives ensuring alignment across CRM, Product, Analytics, Marketing and other cross-functional teams
• Maintain documentation of loyalty rules, benefits, and eligibility criteria
• Support product feature releases and UAT testing
• Maintain loyalty dashboards and KPI reporting , m onitor wallet usage and redemption trends
• Provide reporting and insights on the loyalty program and s upport experiment performance tracking and trends

Qualifications

Must haves:

• Bachelor's degree in Marketing , Business, Communications, Analytics, or a related field .
• 2–5 years of experience in marketing, CRM, loyalty marketing, customer engagement, retention marketing, or a related role.
• Understanding of customer lifecycle marketing, segmentation, and engagement strategies.
• Experience coordinating cross-functional initiatives with Marketing, Product, CRM, Analytics, or Technology teams.
• Strong organizational and project management skills with the ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills with strong attention to detail.

Nice to haves:

• Experience supporting and executing customer loyalty, rewards, membership, or retention programs.
• Proficiency in marketing analytics and reporting, with the ability to translate data into actionable insights and recommendations.
• Experience with e-commerce, marketplaces, or CPG
• Experience using CRM and marketing automation platforms such as Salesforce, Braze, HubSpot, Adobe Campaign, or similar tools.

Requirements

Qualifications

Must haves:

• Bachelor's degree in Marketing , Business, Communications, Analytics, or a related field .
• 2–5 years of experience in marketing, CRM, loyalty marketing, customer engagement, retention marketing, or a related role.
• Understanding of customer lifecycle marketing, segmentation, and engagement strategies.
• Experience coordinating cross-functional initiatives with Marketing, Product, CRM, Analytics, or Technology teams.
• Strong organizational and project management skills with the ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills with strong attention to detail.

Nice to haves:

• Experience supporting and executing customer loyalty, rewards, membership, or retention programs.
• Proficiency in marketing analytics and reporting, with the ability to translate data into actionable insights and recommendations.
• Experience with e-commerce, marketplaces, or CPG
• Experience using CRM and marketing automation platforms such as Salesforce, Braze, HubSpot, Adobe Campaign, or similar tools.

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