Senior Manager, Loyalty Program Operations (NA)- REMOTE

Foot Locker, Inc.; City of Plattsburgh (NY); Remote; USD 110,000 - 135,000; Full time

Job summary

An established industry player is seeking a Senior Manager for their Loyalty Program Operations. This role offers the opportunity to work remotely while leading the development of a high-profile loyalty initiative. The ideal candidate will possess strong analytical abilities and exceptional communication skills, working closely with various teams to enhance customer experiences. This position emphasizes a customer-centric approach and requires the ability to manage multiple priorities in a fast-paced environment. Join a dynamic team that values innovation and collaboration, and make a significant impact on the customer journey.

Benefits

Employee Discount

Paid Time Off

Medical | Dental | Vision Coverage

401(k) | Roth 401(k)

Stock Purchase Plan

Life Insurance

Flexible Spending Account

Opportunities for Advancement

Tuition Reimbursement for Qualified Courses

Strong Company Culture

Qualifications

• 8+ years of relevant loyalty or product experience in retail.
• Demonstrated ability to create and streamline cross-functional processes.

Responsibilities

• Shape loyalty program strategy and features, collaborating with multiple teams.
• Drive the loyalty feature test-and-learn roadmap and execution.

Skills

Analytical Skills

Project Management

Communication Skills

Customer-Centric Planning

Cross-Functional Process Development

Excel

PowerPoint

Education

Bachelor’s Degree

Advanced Degree

Tools

Excel

PowerPoint

Job description

Overview

The Senior Manager, Loyalty Program Operations (NA) has the ability to work from home in a fully remote work environment.

We are seeking a talented Senior Manager to join the Loyalty team within the Global Customer organization working across the Foot Locker brand portfolio. In this role, the Senior Manager will be responsible for developing and growing Foot Locker’s North American loyalty program by driving the program development roadmap and program results. This is a high-profile initiative with senior-level visibility. The ideal candidate will have strong communication skills, relentless attention to detail, ability to manage both people and processes, analytical aptitude, customer-centric mentality, and a willingness to roll up their sleeves to get the job done (think ‘start-up’ within the organization).

Responsibilities

• Shape the loyalty program strategy & features/benefits/capabilities roadmap, collaborating closely with Technology/Product, Customer Experience, Legal, Customer Care and other partners on end-to-end development including ideation, requirements gathering, business case building, prioritization, testing, training, and reporting.
• Oversee reward/feature/campaign setup, testing and fulfillment.
• Own the full funnel omnichannel member journey in close partnership with Product, Loyalty Marketing, CRM, UX/UI and CX, championing the member experience, identifying gaps and ideating creative solutions.
• Understand business objectives and member needs, identifying creative ways to leverage capabilities and developing new and innovative solutions to meet those needs to drive performance against KPIs.
• Drive the loyalty feature test-and-learn roadmap and subsequent execution of tests from concept to result share-outs to iteration based on learning, building a culture of constant analysis and improvement.
• Gather both customer and internal stakeholder insights and keep a pulse on the competitive landscape, recommending ways to improve our offering, reduce member friction and ensure we have an industry-leading loyalty program.
• Own the program Terms and Conditions and FAQ in close collaboration with Legal.
• Monitor program abuse and devise strategies to identify and reduce it.
• Manage relationships with external vendors, holding them accountable for delivery.
• Develop and coach the Loyalty Operations team.

#LI-PF1

Qualifications

• Bachelor’s degree required, advanced degree a plus
• 8+ years of relevant loyalty or Product experience, preferably in a retail or other direct-to-consumer space.
• Excellent analytical abilities, rigorous attention to detail and bias for customer-centric planning
• Works well in a fast-paced environment, able to balance multiple priorities
• Demonstrated ability to create and streamline cross-functional processes
• Skilled in Project Management, able to think strategically while also getting into the weeds of execution
• Verbal and written communication skills, able to influence across verticals and create alignment in a highly matrixed organization
• Collaborative spirit, and relationship-builder both internally and externally
• Strong Excel & PPT skills
• Track record of driving to action
• Several years of experience successfully developing and growing direct reports
• Global experience a plus
• French Canadian speaker a plus

Benefits

The annual base salary range is $110,000.00 - $135,000.00 / year. This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive short term incentives that align with individual and company performance. Salary will be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Salary is one component of the Foot Locker, Inc. total compensation package, which includes the below.

Foot Locker Benefits:

• Employee Discount
• Paid Time Off
• Medical | Dental | Vision Coverage
• 401(k) | Roth 401(k)
• Stock Purchase Plan
• Life Insurance
• Flexible Spending Account
• Opportunities for Advancement
• Tuition Reimbursement for Qualified Courses
• Strong Company Culture
• Employee Resource Groups