Manager Loyalty & Owned Channels

EXPRESS; Columbus (OH); On-site; USD 110,000 - 160,000; Full time

Job summary

PHOENIX Retail, LLC is seeking a Manager of Loyalty & Owned Channels in Columbus to drive Express Insider Loyalty, Express Credit Card, and direct channels across Email, Direct Mail, SMS and app push. You will lead strategy, segmentation, and creative for a data-driven customer lifecycle program with cross-functional leadership.

You will mentor a team, partner with external vendors, and translate performance metrics into actionable improvements aligned with brand objectives and customer

Qualifications

• 8–10+ years in Loyalty, CRM, lifecycle marketing, or owned channels in retail/eCommerce.
• Experience architecting and scaling lifecycle programs for retention and CLV growth.
• Proven track record managing email, SMS, app push at scale; data-driven decisions.

Responsibilities

• Define vision and strategy for loyalty and owned channels (Direct Mail, Email, SMS, App Push).
• Architect comprehensive marketing programs across loyalty, credit, and digital owned channels.
• Lead lifecycle journeys, brand campaigns, and omni-channel activations.
• Oversee owned channels calendar, contact frequency, and customer experience alignment.
• Mentor Specialists; optimize campaigns with data-informed performance improvements.
• Collaborate with leadership to segment audiences, personalize messaging, and drive revenue.

Skills

Loyalty marketing

CRM

Lifecycle marketing

Data-driven insights

Stakeholder collaboration

Education

Bachelor's degree

Tools

Salesforce Marketing Cloud

Adobe Campaign

Braze

Klaviyo

JIRA

Confluence

Job description

About PHOENIX Retail, LLC

PHOENIX Retail is an integrated retail platform that operates the Express and Bonobos brands worldwide.

Brand Overview

Express is a multichannel apparel brand focused on modern, confident, and effortless style across work, everyday, and special occasions. Since 1980, Express has expanded across 400 stores and online channels.

Bonobos delivers distinctive menswear with a focus on fit, offering customers the ability to try on styles at 50 GuideShop locations or online.

Location

Columbus Corporate Headquarters

Responsibilities

The Manager of Loyalty & Owned Channels develops the overall vision and strategic framework for loyalty and owned channels, driving customer retention and lifecycle growth through Express Insider Loyalty program, Express Credit Card, and owned channels (Direct Mail, Email, SMS & App Push). The role orchestrates strategy across all touchpoints to accelerate customer spend and retention in partnership with leadership and external partners.

• Architect and define comprehensive marketing strategies across Loyalty, Credit, Direct Mail, and Digital Owned Channels, ensuring alignment with long‑term brand equity and business objectives.
• Support the development of strategic initiatives including lifecycle journeys, brand campaigns, and omni‑channel activations, proactively identifying opportunities to drive engagement and customer retention.
• Oversee the strategy of the owned channels calendar, ensuring optimal contact frequency, customer experience, and alignment with critical business priorities.
• Lead and mentor a team of Specialists, fostering a culture of strategic thinking, agility in execution and performance optimization across Direct Mail, email, SMS, and app push campaigns.
• Champion a data‑informed decision‑making framework, translating complex performance metrics and competitive benchmarking into actionable strategic recommendations that drive continuous improvement.
• Partner with cross‑functional leadership to define audience segmentation, personalization, and messaging strategies, ensuring a cohesive and elevated customer experience across all touchpoints.
• Drive the long‑term test‑and‑learn roadmap, continuously evolving program strategies and innovation based on rigorous analysis of campaign‑level engagement and customer behavior.
• Direct the strategic communication of campaign objectives, offer architecture, and success measurement to ensure cross‑functional alignment and flawless operational execution.
• Engage in strategic team and vendor discussions to evolve the strategy of these programs connected to our core business objectives. Supports relationships with external partners to ensure timely, high‑quality output.
• Establish, monitor, and optimize performance against set business plans and key KPIs including last‑touch performance metrics, campaign‑level engagement, and customer‑level behavior.

Required Experience & Qualifications

• 8‑10+ years of progressive experience in Loyalty, CRM, lifecycle marketing, or owned channels, with a proven track record of driving enterprise growth in retail or eCommerce environments.
• Demonstrated success in architecting and scaling lifecycle marketing strategies, moving beyond channel management to holistic customer retention and lifetime value (CLV) optimization.
• Proven experience managing email, SMS, app push, or lifecycle marketing programs at scale.
• Expertise in defining and executing audience segmentation and personalization strategies that integrate across multiple touchpoints to drive incremental revenue.
• Experience setting and managing KPIs tied to engagement, traffic, conversion, trips, spend, retention, and revenue.
• Experience working with store operations and retail store teams on marketing initiatives that drive traffic, conversion and engagement.
• Bachelor's degree or equivalent professional experience preferred.
• Advanced proficiency in leveraging enterprise‑grade marketing technology (e.g., Salesforce Marketing Cloud, Adobe Campaign, Braze, Klaviyo) to drive automation, scalability, and data‑driven insights.
• Familiarity with JIRA, Confluence, Microsoft Office, Excel, Google Analytics, in‑platform reporting dashboards, and campaign performance tools.

Critical Skills & Attributes

• Strategic Architect: A forward‑thinking leader who envisions the future of loyalty and owned channels, proactively identifying opportunities to build brand equity and drive long‑term retention.
• Commercial Acumen: Deeply data‑driven with the ability to synthesize complex performance analytics into strategic business recommendations that move the P&L.
• Programmatic Leadership: Capacity to orchestrate complex, multi‑layered initiatives across internal teams and external partners while maintaining high operational standards.
• Executive Presence & Influence: Ability to translate complex marketing strategies into clear business cases, influencing cross‑functional stakeholders and leadership to gain buy‑in for key initiatives.
• Agile & Adaptive: Thrives in a fast‑paced environment; skilled at pivoting strategies based on data‑informed testing and evolving market conditions.
• Customer Advocate: Passion for elevating the customer experience; keeps the customer at the center of all strategic decisions to ensure communications are always relevant, timely, and brand‑aligned.
• Highly organized and detail‑oriented: Ability to manage multiple campaigns, priorities, and stakeholders.
• Clear, proactive communicator who can influence and collaborate across cross‑functional teams.

Closing

For more information about the California Consumer Privacy Act, please consult the relevant department. Applicants must be currently authorized to work full‑time in the United States; PHOENIX does not sponsor work visas (e.g., H‑1B or TN status) for this position.

An equal‑opportunity employer, PHOENIX does not discriminate in recruiting, hiring, or any other terms and conditions of employment on the basis of protected characteristics. PHOENIX is committed to providing reasonable accommodation to individuals with disabilities. Accommodations can be requested by calling 1‑800‑964‑9793 or emailing [e-mail].

PHOENIX does not accept unsolicited resumes or calls from third‑party recruiters or employment agencies unless a signed Master Service Agreement and HR approval are in place.