Marketing Manager II (Loyalty & Retention)

SGS Consulting; Sacramento (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

SGS Consulting seeks a senior loyalty strategist to drive digital loyalty capabilities across a large organization, leveraging data, insights and customer mindsets to shape experiences and scale programs globally.

You will lead Loyalty Membership Strategy, design benefits and partnerships, create migration paths from free membership to paid FreshPass, and collaborate with analytics, product and marketing to deliver omni-channel experiences.

Qualifications

• 7+ years in building new digital loyalty capabilities and products across a large organization.
• Mix of consulting and/or client-side experience in loyalty programs.
• Experience translating data-driven insights into loyalty and digital experiences.
• Proven success in building strategy tools and frameworks for organizational adoption.

Responsibilities

• Place customers at the center to inform program strategy and experiences.
• Lead Loyalty Membership Strategy across the enterprise, building loyalty benefits, partnerships and experiences.
• Develop upward migration strategies from free membership to paid FreshPass subscription.
• Create acquisition, engagement, and retention strategies for free and paid programs, partnering with analytics, product and marketing teams to bring to market.
• Develop strategic frameworks and business cases to influence, test and scale.
• Collaborate with Loyalty Programs Marketing on campaigns and omnichannel marketing plans.
• Identify data and insights gaps, creating a learning plan to understand member behaviors and needs.
• Partner with loyalty, marketing, shopper experience, engineering, and operations teams to deploy loyalty programs.
• Build and develop project management tools from strategy to execution.
• Lead partnerships across teams to execute loyalty programs.

Skills

Loyalty strategy

Digital loyalty development

Data-driven insights

Strategic frameworks

Cross-functional leadership

Education

Bachelor’s degree

MBA preferred

Job description

Job Responsibilities

• Capture customers’ lifetime love by placing them at the center of everything we do. Lead with the customer as the center, leveraging customer data, insights, mindsets and unmet needs to inform every aspect of program strategy and customer experiences.
• Lead Loyalty Membership Strategy across the enterprise, building a world class set of loyalty program benefits/perks, features, partnerships and experiences to win customers for life via a strong understanding of member needs, competitive positionings/benefits and loyalty trends.
• Develop upward migration strategies to progressively create value for customers from U™’ free membership to paid FreshPass® subscription
• Create customer acquisition, engagement, and retention strategies for our free membership loyalty program (for U™) and our paid subscription program (FreshPass®), partnering cross-functionally with teams, including analytics, product and marketing teams, to bring to market.
• Strong ability to develop strategic frameworks and business cases to influence, test and scale.
• Collaborate with Loyalty Programs Marketing on loyalty campaigns, partnering with the Marketing Communications and CRM teams to create robust marketing and communication strategies and integrated omnichannel marketing plans.
• Continuously identify customer data and insights gaps, creating a learning plan to gain deeper understanding of member behaviors, mindsets and needs to support strategic growth, deeper customer engagement and new and enhanced product experiences.
• Partner across broader loyalty team, marketing, shopper experience, engineering, corporate and division marketing &; operations teams to adopt and deploy loyalty programs, test new benefits/perks and scale the successful tests.
• Build and develop project management tools from strategy to execution.
• Lead and build partnerships across broader loyalty teams, marketing, shopper experience, legal, product, engineering, corporate and division marketing &; operations teams to execute loyalty programs.

Skills

• 7+ years of experience in building new digital loyalty capabilities and products across a large organization.
• Mix of consulting and/or client-side experience in loyalty programs.
• Experience of taking data driven insights into building new and innovative loyalty &; digital experiences.
• Seeking expertise and proven success in building strategy tools and frameworks for organizational adoption.

Education/Experience

• Bachelor’s degree required; MBA preferred