Senior Manager, Loyalty & Customer Journeys

J. Jill; Quincy (MA); On-site; USD 120,000 - 150,000; Full time

Job summary

A leading company in the retail sector seeks a Senior Manager for Loyalty & Customer Journeys. This role involves leading marketing strategies to enhance customer retention and engagement through multi-channel campaigns. The ideal candidate will have extensive experience in loyalty programs and a strong analytical background to drive actionable insights.

Benefits

Bonus eligible

Flexible hybrid work arrangements

401(k) retirement plan

Tuition reimbursement

Medical, dental, vision insurance

Generous paid time off

Fitness center

Free parking

Associate discounts

Qualifications

• 7-10 years of marketing and loyalty strategy experience.
• Proven experience developing and managing loyalty programs.
• Strong analytical skills interpreting omnichannel customer behavior.

Responsibilities

• Lead strategy for marketing communication programs to drive customer loyalty.
• Develop and execute marketing plans for private label credit card initiatives.
• Manage budgets related to loyalty and customer journey programs.

Skills

Analytical Skills

Communication

Project Management

Education

MBA or Master’s degree in Marketing

Tools

CRM systems

Job description

Senior Manager, Loyalty & Customer Journeys

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As Senior Manager, Loyalty & Customer Journeys, you will lead the strategy, execution and optimization of marketing communication programs designed to drive customer retention, engagement and loyalty. This role will manage J.Jill’s private label credit card loyalty program, leveraging multi-channel marketing strategies, customer analytics, and actionable insights to achieve both customer-centric and financial goals. You will collaborate with the credit card provider and internal cross-functional teams to deliver effective and engaging customer lifecycle and loyalty communications.

Responsibilities:

Drive Customer Journey & Loyalty Strategy

• Create and execute annual marketing plans supporting the customer journey, and private label credit card initiatives to drive acquisition, usage and retention.
• Develop and lead integrated multi-channel marketing campaigns for the J.Jill Credit Card loyalty program and new customer acquisition through second purchase across digital, direct mail, catalog, and email.
• Develop segmentation opportunities across all customer marketing touch points.

Lead Cross-Functional Collaboration and Partnerships

• Act as the day-to-day lead with the credit card financial partner, ensuring alignment, performance tracking and regulatory requirements.
• Partner closely with internal teams - including channel owners, creative, and broader marketing - to align strategies and deliverables.

Deliver Insights, Optimization & Performance

• Design and manage robust test-and-learn strategies, including audience segmentation, messaging, and channel mix (digital, email, direct mail, catalog).
• Identify and prioritize growth opportunities through data analysis and customer insights.
• Regularly report on key program metrics—highlighting wins, challenges, and opportunities.

Manage Budgets and Champion Innovation

• Manage budgets related to loyalty and customer journey programs, ensuring initiatives stay on track financially.
• Stay informed of loyalty and customer engagement trends and apply best practices to evolve programs.

Benefits, Tailored for You.

• Bonus eligible and flexible hybrid work arrangements.
• 401(k) retirement plan with discretionary match and tuition reimbursement.
• Medical, dental, vision, company paid LTD/STD, and generous amount of paid time off.
• Office includes amenities such as a café, fitness center, free parking and Red Line shuttle.
• Generous associate discount; group discounts on auto, pet and homeowner insurance.
• Discount Marketplace for travel, consumer products, food, auto buying, etc.
• Associate resource groups.

Qualifications:

• 7-10 years of marketing and loyalty strategy.
• Proven experience developing, managing and optimizing loyalty and customer retention programs.
• In-depth knowledge of managing private label programs.
• Deep experience building and optimizing multi-channel campaigns (digital, email, catalog, direct mail).
• Strong analytical skills with experience interpreting omnichannel customer behavior to draw actionable insights.
• Exceptional written and verbal communication skills for both customer-facing and internal use.
• Proven ability to manage multiple projects and foster collaboration to meet deadlines with precision.

Preferred Skills & Experience:

• Retail experience (stores and ecommerce).
• MBA or Master’s degree in Marketing or related field.
• Familiarity with CRM systems and tools.

Physical Requirements:

• Sedentary work, prolonged periods of time working at a desk on a computer.
• Light lifting may be required.

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of this position.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Marketing

• Industries

  Retail and Retail Apparel and Fashion

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