Program Manager 2, Loyalty Program Strategy (Hybrid - Seattle, WA)

Nordstrom; Seattle (WA); On-site; USD 94,000 - 155,000; Full time

Benefits offered by this job

Medical/Vision

Dental

Retirement and PTO

Job summary

Nordstrom is seeking a Loyalty Program Strategy Manager to lead strategic design, testing, and optimization of Nordy Club benefits, including credit card and beauty perks, to boost engagement and loyalty.

You will partner with product, technology, marketing, and finance teams to drive measurable outcomes across enrollment, satisfaction, and spend, while staying ahead of industry trends and competitive benchmarks.

Qualifications

• Bachelor's degree required; MBA or relevant master’s degree a plus.
• 5+ years of experience in program management, management consulting, corporate strategy, or finance.
• Experience working on consumer loyalty programs is a plus, with demonstrated strategy advisory.
• Strong quantitative skills with hypothesis testing and data modeling.
• Strong strategic storytelling, recommendation, and presentation development skills.
• Strong interpersonal, verbal, and written communication skills.
• Ability to develop project plans and independently manage execution.
• Ability to collaborate with internal and external partners at all levels.
• Ability to handle ambiguity and translate ideas into action.
• Strategic mindset with ability to find opportunities amid complexity.
• Strong interest in retail and industry dynamics.
• Proficiency in Excel and PowerPoint

Responsibilities

• Serve as subject matter expert on loyalty programs, leading benefit strategy and advising on program tradeoffs.
• Own measurable outcomes across enrollment, customer satisfaction, trips, spend, and financial objectives.
• Leverage customer data, market trends, and competitive insights to inform benefit design.
• Own semi-annual learning agenda and investment plan for assigned programs.
• Lead end-to-end test design, delivery, and measurement for assigned programs.
• Drive requirements to scale winning tests and inform broader strategy.
• Coordinate cross-functional timelines across product, tech, ops, marketing, finance.
• Anticipate operational friction points post-launch and coordinate fixes.
• Partner with product, analytics, finance, and store teams to launch tests.
• Collaborate with merchandising and external partners on category tests.
• Communicate strategy and results to executives to foster alignment.

Skills

Bachelor's degree

MBA or Master’s

5+ years experience

Loyalty programs

Quantitative skills

Strategic storytelling

Communication skills

Project execution

Collaboration

Ambiguity handling

Retail industry knowledge

Excel

PowerPoint

Education

Bachelor's degree

MBA or Master’s

Tools

Excel

PowerPoint

Job description

Job Description

The Loyalty Program Strategy Manager serves as the subject matter expert and strategic advisor for critical programs within the Nordy Club. This includes leading the development, testing, and optimization of new and existing benefits - such as scaling beauty perks or amplifying the value of the Nordstrom credit card. This role is crucial within the Marketing and Customer organization, focusing on innovative loyalty program elements that enhance customer engagement and loyalty for both Nordstrom and Nordstrom Rack.

Key Responsibilities

Program Strategy

• Serve as subject matter expert on assigned loyalty programs, leading benefit strategy and advising on program tradeoffs to ensure initiatives within their programs deliver against engagement, retention, and financial goals
• Own measurable outcomes across program enrollment, customer satisfaction, trips, spend, and financial objectives for assigned programs

Customer Insights & Competitive Analysis

• Leverage customer behavior data, market trends, and competitive insights to inform benefit design and test hypotheses within assigned program areas
• Identify opportunities for differentiation and competitive advantage within their programs

Learning Agenda, Testing & Measurement

• Own and drive the semi-annual learning agenda and investment plan for assigned programs
• Stay updated on industry trends and best practices to inform program improvements
• Lead end-to-end test design, delivery, and measurement for assigned programs, ensuring outcomes inform optimization and feed into broader program strategy
• Utilize data-driven insights to advise on prioritization and optimize tests
• Drive requirements to scale winning tests

Execution & Delivery

• Drive program timelines across multiple cross-functional workstreams (product, tech, ops, marketing, vendor/supply chain, finance), proactively identifying dependencies and resolving conflicts to keep launches on track
• Operate with a scrappy, resourceful approach - building solutions with the tools and partners available rather than waiting for ideal conditions or formal process
• Anticipate and troubleshoot operational friction points (e.g., systems, POS, fulfillment) that surface post-launch, coordinating fixes across technical and non-technical teams

Internal & External Collaboration

• Partner with product management, technology, analytics, finance, operations, legal, and store teams to launch and optimize tests
• Partner with merchandising teams and outside partners on category and brand-specific tests
• Partner with marketing teams to clearly and effectively communicate benefits to customers

Strategic Communication

• Craft and communicate strategy, test design, progress, and results to stakeholders at all levels, including executive leadership, to foster broad organizational alignment and support
• Proactively surface strategic risks, tradeoffs, and opportunities to leadership related to assigned programs, functioning as a trusted advisor on benefit design decisions

Qualifications

• Bachelor's degree required; MBA or relevant master’s degree a plus
• 5+ years of experience in program management, management consulting, corporate strategy, or finance
• Experience working on consumer loyalty programs is a plus, with demonstrated experience advising on program strategy within assigned areas
• Strong quantitative skills, including setting clear hypotheses and building models to generate insights from a variety of data types and sources
• Strong strategic storytelling, recommendation development, and presentation development skills
• Strong interpersonal, verbal, and written communication skills
• Ability to develop project plans and independently manage project execution
• Ability to collaborate and communicate with internal and external partners across all levels
• Ability to handle ambiguity and change, while still translating ideas into action
• A strategic mindset and the ability to sift through complexity to find opportunities
• A strong interest in retail and an understanding of industry dynamics
• Proficiency in Excel and PowerPoint

Pay Range Details

The pay range(s) below has been provided in compliance with state specific laws. Pay ranges may be different for other locations.

Pay offers are dependent on the location, as well as job-related knowledge, skills, and experience.

$93,500.00 - $155,000.00 Annual

Benefits

• Medical/Vision, Dental, Retirement and Paid Time Away
• Life Insurance and Disability
• Merchandise Discount and EAP Resources

This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Learn more in the Nordstrom Benefits Overview by copying and pasting the following URL into your browser: https://careers.nordstrom.com/pdfs/Ben_Overview_17-19.pdf

The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities and qualifications for this job.

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