Sr. Loyalty and Customer Retention Manager (Hybrid – Bellevue, WA)

Savers | Value Village; Bellevue (WA); Hybrid; USD 101,000 - 152,000; Full time

Job summary

An established industry player is seeking a dynamic Sr. Loyalty and Customer Retention Manager to enhance customer engagement through innovative loyalty programs. This role involves strategic planning, data analysis, and collaboration with various departments to design effective customer retention strategies. The ideal candidate will thrive in a fast-paced environment, leveraging their marketing expertise to drive customer loyalty and satisfaction. Join a purpose-driven company that values unique contributions and is committed to making a positive impact in the community. This hybrid position offers a competitive salary and comprehensive benefits, making it a great opportunity for growth and development.

Benefits

Comprehensive Healthcare Plans

Paid Time Off

Team Member Discounts

Flexible Spending Accounts

Employee Assistance Program

401k Plan with Matching Contributions

Life Insurance

Annual Bonus

Performance Merit Increases

Disability Insurance

Qualifications

• 7-10 years’ experience in Marketing or Advertising.
• Experience in loyalty program management preferred.

Responsibilities

• Support all aspects of loyalty programs and customer promotions.
• Lead development of metrics and technology for customer retention.

Skills

Strategic Planning

Project Management

Data Analysis

Customer Retention

Marketing Strategy

Communication Skills

Education

Bachelor’s degree in Marketing

Tools

MS Office

Job description

Sr. Loyalty and Customer Retention Manager (Hybrid – Bellevue, WA)

Join to apply for the Sr. Loyalty and Customer Retention Manager (Hybrid – Bellevue, WA) role at Savers | Value Village

Sr. Loyalty and Customer Retention Manager (Hybrid – Bellevue, WA)

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Join to apply for the Sr. Loyalty and Customer Retention Manager (Hybrid – Bellevue, WA) role at Savers | Value Village

Description

Job Title: Sr. Loyalty and Customer Retention Manager

Description

Job Title: Sr. Loyalty and Customer Retention Manager

(Hybrid 1-2 days per week – Bellevue, WA)

Pay Range: $101,272 – $151,907

Savers Benefits

Geographic & job eligibility rules may apply

Healthcare Plans

• Comprehensive coverage (medical/dental/vision) at a reasonable cost
• Specialized health programs – Improve wellness (quit smoking, counseling, diabetes management, chronic joint pain)
  
  

Paid Time Off

• Sick Pay
• Vacation Pay - Approximately 2 weeks
• 6 paid holidays plus 1 to 2 additional floating holidays
  
  

Team member discounts

• Up to 50% off store merchandise
  
  

Flexible spending accounts

• Use pre-tax dollars for eligible health and day care expenses
  
  

Employee Assistance Program (EAP)

• A whole suite of free tools and resources to manage life’s challenges and maintain a healthy work-life balance
  
  

Retirement Plan

• A 401k plan with generous company matching contributions to assist you in saving for a secure financial future.
  
  

Life insurance

• Company provided peace of mind and the option to purchase a supplemental plan
  
  

Additional Benefits

• Annual Bonus
• Performance Merit Increases
• Disability Insurance
• Parental Leave
  
  

Who We Are

As one of the largest for-profit thrift operators in the United States, Canada and Australia for value priced pre-owned clothing, accessories and household goods, our mission is to champion reuse and inspire a future where secondhand is second nature. We supply our stores with gently-used, one-of-a-kind items that have been donated by the community to local nonprofit organizations. We purchase these items directly from our nonprofit partners, redirecting billions of pounds of used items away from landfills and on to our store racks and shelves for reuse, and providing our partners with valuable funding for their community-based programs and services. You’ll often hear us say that we are “Thrift Proud.” It’s the millions of loyal customers who visit our 300+ stores and our more than 22,000 team members that make it possible. Learn more about the Savers family of thrift stores, our impact, and the #ThriftProud movement at savers.com.

Our brands are Savers (in the U.S.), 2nd Ave (in the U.S.), Value Village (in the U.S. and Canada), Unique (in the U.S.), Village des Valeurs (in Quebec) and Savers Australia.

What You Can Expect

• The opportunity to celebrate uniqueness. We are made up of people from many different backgrounds, experiences, and perspectives, all with something special to contribute.
• To work in a purpose-driven company, with a business model that people love for our impact on both the planet and local communities.
• An investment in the career path interests of our people. With our aggressive store expansion plans, we recognize the importance of the continued growth and development of our team members.
  
  

What You Get

Comprehensive onboarding and training from day one. In-house expertise! Our training department / Savers University develops and delivers robust training to every team member across our organization — from new hires to senior executives. We develop around 90% of our training internally, and partner with a variety of renowned providers to supplement our offerings.

What You’ll Be Working On

The Sr. Loyalty and Customer Retention Manager supports all aspects of Savers’ multiple loyalty programs, customer promotions, and voice of the customer survey program. This includes leading the development and implementation of experiences, promotions, metrics, infrastructure, and technology to support and improve the programs with the goal of understanding, rewarding, and retaining customers. The ideal candidate will have a solid background in loyalty, promotions, customer data and insights, and marketing strategy. This position will report to the Director of Marketing.

What You Have

Program Design & Enhancements

• Design loyalty program benefits and offers that lead to new customer acquisition, retention, and ongoing engagement
• Manage loyalty customer lifecycle and needed technology enhancements to support
• Oversee implementation of new customer referral program
• Manage promotional calendar and ensure proper discount support and execution across all marketing channels
• Partner with Finance to analyze offer and overall program performance and use data to inform future strategy
• Lead development of creative briefs and work closely with Creative team to design, test, and deploy high-performing assets for both organic and paid initiatives
• Provide business requirements, develop test cases, and perform user acceptance testing
• Lead annual voice of the customer survey design review
• Manage regular and ad hoc reporting needs on loyalty program performance and customer insights
• Develop marketing and operational strategies to build awareness and conversion to the loyalty program
• Manage internal store training and resources for loyalty and voice of the customer programs
• Partner with training and store teams to enable seamless execution of loyalty program campaigns and offerings
• Develop and manage relationships with key internal stakeholders – Marketing, Merchandising, Store Operations, Customer Care, Finance, Legal, IT, Loss Prevention
• Monitor industry trends, new technologies, and best practices and make recommendations for program improvements and innovation
  
  

Required Knowledge, Skills, And Abilities

• Excellent strategic planning skills.
• Growth mindset; enthusiasm for learning new tools and problem-solving
• Strong project management processes and disciplines
• Must be able to handle fast paced environment
• Proven track record of execution
• Comfortable navigating projects with internal and external customers and vendors
• Strong decision-making and problem-solving skills.
• Understanding of Marketing creative process
• Demonstrated financial and business planning skills.
• Strong quantitative, analytical, and critical thinking skills with the ability to quickly interpret data and identify actionable insights
• Influential; practiced in negotiating with others in ways that result in win-win outcomes.
• Ability to work well with others and to be an effective team player
• Excellent communication skills, both verbally and written, including ability to effectively communicate with internal and external customers.
• Intermediate to advanced proficiency with MS Office.
  
  

Minimum Required Education, Training And Experience

• Bachelor’s degree in marketing and/or Advertising
• 7-10 years’ experience in Marketing or Advertising
• Experience in loyalty program management preferred
  
  

FLSA: Exempt

Travel: 5% or less

Work Type/Location: Hybrid – Bellevue, WA

Savers is an E-Verify employer

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Other

Job function

• Job function

  Sales and Business Development

• Industries

  Retail

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