Job Board

The Personalization and Loyalty Manager is responsible for managing the campaigns and operations of Wawa’s customer personalization initiatives and the Wawa Rewards loyalty program, leading to great experiences for our millions of digitally connected customers.  This role will oversee the team that manages campaign execution process using multiple marketing technology tools, including customer data platform, personalization engine, and loyalty platform. 

Principal Duties:

• Lead strategic planning and execution of special Wawa Rewards campaigns for members, including but not limited to: campaign pre- and post-pricing campaigns, advertised rewards, double earn periods, and sweepstakes to drive enrollment and engagement. 
• Develop and maintain loyalty marketing strategies and campaign planning to drive registration and engagement with input from digital optimization, research, and category team partners. 
• Manage calendar of loyalty offers and personalized data campaigns.  
• Leverage deep knowledge of available customer and contextual data to recommend relevant lists and attributes for targeted marketing campaigns deploying through our Marketing Technology stack, which includes our customer data platform, personalization engine, email and push provider, social media platforms, and media vendors.     
• Ensure accuracy and timeliness in customer data sent from personalization engine and customer data platform to marketing activation tools.
• Partner with Customer Data Platform Product Owner and Product Manager to prioritize data needed to improve our personalization efforts based on understanding business potential and customer experience needs.
• Maintain high level of expertise around personalization and loyalty program industry trends and competitive updates, sharing best practices with partners.
• Provide data and inputs to Optimization and other Analytics teams teams to ensure timely and accurate analysis of sales, profitability, and customer engagement from loyalty and personalization campaigns.  Make future plans based off of past learnings.   
• Manage team responsible for set-up and execution of Wawa Rewards targeted offers, working with Category Teams, IT, Finance, loyalty vendor, advertising agency and Wawa advertising team. Team is responsible for coordinating efforts to complete on time and accurately, proofing to ensure accuracy of images, verbiage, disclaimer, expirations, etc. 
• Consistently seek opportunities to improve offer and personalization process.
• Understand the impact that reward offers and personalized messages have on mobile app, website, inventory, and Contact Center. Lead communications to these teams surrounding loyalty campaigns, offers, and personalized messaging.  Make decisions and adjustments to campaigns based on these impacts.
• Lead execution process with external loyalty partner and assist in issue resolution as needed.
• Drive loyalty platform RFP and lead campaign and offer transition from old to new loyalty platform.   
• Manage loyalty program vendor and associated team, and multimillion dollar platform budget.

Essential Functions:

• Detail oriented and strong organizational skills
• Excellent oral and written communication skills
• Excellent interpersonal and  customer service skills
• Strong analytical and problem solving skills
• Ability to work well individually as well as in a team environment
• Ability to handle multiple projects
• Ability to work with little or no supervision

Basic Qualifications:

• BA or BS degree preferred- Marketing
• 4-6 years of experience within digital marketing or data-driven marketing preferred
• People management experience
• Vendor and Marketing Platform management experience
• Prior retail experience preferred
• Computer skills include MS Excel, Word, PowerPoint

The Associate Manager, Loyalty & Executive Experiences Marketing role will support the planning, execution, and oversight of our initiatives for the AMER Customer Success and Salesforce Professional Services businesses.

Responsibilities:

• Act as a strategic marketing partner to the AMER Customer Success and Salesforce Professional Services leadership teams, curating creative experiences and events that meet or exceed business goals.
• Drive strategic account engagement through sales and customer success team alignment to target accounts with high-impact potential.
• Manage executive communications with stakeholders, sales and customer success leadership, and senior-level customers.
• Attend experiences and events onsite, coordinating every detail to deliver best-in-class customer and host experiences.
• Interface with customers of all sizes and across all industries.
• Evaluate, measure, and report on strategic effectiveness of program efforts, leveraging data to drive decision-making for future initiatives.
• Execute multiple programs simultaneously with minimal oversight in a dynamic and fast-paced environment.
• Create trusted, repeatable processes to drive efficiency and scale.

Required Skills:

• 3+ years of professional experience in marketing, events, sales, program management, or another relevant field.
• Commitment to customer experience and a strong track record of delivering internal or external customer success.
• Aptitude for data, analytics, and reporting for strategic decision-making.
• Can effectively collaborate across distributed (onsite and virtual) teams with a highly consultative approach to partnering with team members.
• Strong business sense with the ability to navigate through ambiguity to identify key objectives and craft strategic customer engagements.
• Exemplary verbal, presentation, and written communication skills.
• Highly organized, adaptable, and detail-oriented.
• Travel required.

Desired Skills:

• Proven experience designing and delivering executive engagements.
• Familiarity with Salesforce and/or other SaaS and B2B technology sales strategy and customer success lifecycle.

The ideal candidate has deep expertise in delivering personalization and digital marketing initiatives. Is also passionate about data-driven, customer-focused solutions to customers, highly motivated, intellectually curious, solutions-oriented and possesses an entrepreneurial mindset. Additionally, the ideal candidate is well known for being highly collaborative, managing and delivering projects to flawless completion, and passionate about building successful teams.

Key Responsibilities
1) Personalization Services Delivery
• Deployment of the Dynamic Yield Platform + Personalization Services with new and existing customers, collaborating with local ACS + DY CS teams
• Coordinate, prioritize, and support customer-facing discussions with Mastercard customer-facing teams
• Provide DY expertise and advice to internal and external stakeholders to implement DY initiatives that drive optimal customer ROI >> deliver customer value
• Identification of client’s pain points, root causes and potential solutions
• Enable knowledge sharing, best practices, lesson learned, etc… that enable DY implementation and foster continuous improvement
• Support the delivery and day-to-day execution of complex DY projects, involving multiple internal and external stakeholders across different functions
• Manage 3rd party vendor involved in the delivery of Personalization Initiatives

2) Develop New Personalization Services (New Value Propositions)
• Improve and evolve the current Personalization Accelerator bundle with existing MA service lines (consulting, labs, marketing, data & analytics), based on internal and external feedback.
• Own and develop new sales and delivery collateral to expand the existing Personalization Services value proposition (implementation delivery models, capacity plans, pricing, …)
• Build business cases and guarantee P&L consistency for DY Services product bundles/packages

3) Support the Commercialization of DY / Personalization Services to Managed Mastercard Accounts
• Work across Mastercard D&S Sales and Account Management to identify new business opportunities, communicate opportunities to key clients, ensure alignment among stakeholders, and manage dependencies
• Provide DY delivery expertise to assist in crafting customer value propositions in partnership with Marketing and Sales Teams
• Identify cross-sell / upsell opportunities on existing customers
• Support DY Customer Success team to ensure platform renewals

4) Manage Delivery Operations
• Track DY related project performance
• Salesforce management, especially related to 3rd Party Costs
• Develop and support delivery enablement / training, blueprints and requirements to ensure consistent and scalable execution
• Support on pricing definition and implementation

5) Develop and manage the framework for delivery partner relationships in alignment with the FI segment strategy

6) Leverage subject-matter expertise and exceptional project management skills to apply forward thinking and reduce unforeseen challenges

Required Skills and Experience
• A successful influencer in matrixed and distributed (global/regional/market) organizations
• Demonstrated ability to successfully deliver marketing initiatives working directly with customers
• Integrated marketing experience with experience in digital marketing in leading financial institutions, digital agencies or leading global merchant verticals
• Strong attention to detail, exceptional project management skills
• Leads definition and development of deliverables to solve client problems, address difficult client situations, and produce actionable recommendations for clients
• Customer first mindset
• Track record of overachievement
• Understanding of Mastercard ACS delivery structure, data and core platforms
• Ability to influence and challenge cross-functional stakeholders
• Strong problem-solving skills and ability to probe to understand customer needs
• Ability to communicate at all levels internally and externally
• Exceptional at relationship building, conveying credibility and confidence
• Execution-oriented to drive the right outcomes for customers, partners and Mastercard
• Experienced people leader with ability to lead high performing teams
• Practical, yet creative and innovative
• High energy/passion/output
• Positive attitude and team player

Tim Hortons US is amid an exciting digital transformation and our guests expect more from us every day. We are seeking a passionate and versatile team player to join us in our journey to expand and elevate the Tims Rewards program.

The Digital Marketing team’s mission is to drive incremental sales for Tim Hortons US by leveraging loyalty and digital sales channels in our core markets, and position the brand in new markets as a digital leader. This team closely partners with Operations, Loyalty, Digital Product, Technology, & Marketing to drive Digital growth for Tim Hortons, US.

Reporting to Sr Manager, CRM & Loyalty, Tim Hortons US, this role will own the development of CRM strategies and content.  This will include understanding business objectives to develop the execution plans for email, in-app personalization, and paid digital strategies. These initiatives will be managed from ideation through to launch and measurement of impact on key metrics.

This individual will be responsible for becoming a subject matter expert in CRM content and analytics.  A key part of success in this role will involve working with stakeholders across the organization to collaborate, provide guidance, and enforce the personalization and testing process.

Roles and Responsibilities:

• Manage and execute all US CRM activations, collaborating with CA home market, marketing team and creative team to ensure key initiatives are appropriately supported and prioritized.
• Monitor effectiveness of CRM & Digital media campaigns, managing optimizations, reporting and tracking against KPIs to ensure effective use of budget.
• Write briefs, manage content timelines and deliver feedback in organized, timely manner.
• Recommend loyalty promotions based on historical data, competitive landscape and business needs.
• Track competitive CRM content and develop POV on competitor strategies and effectiveness.
• Provide consistent input to the CRM Campaign calendar.
• Collaborate with the digital agency to plan, buy and execute holistic media strategies using multiple digital media platforms; leverage knowledge and skills to determine the most suitable digital tactics given varying business objectives.

Required Skills:

• 2-4 years of CRM experience focused on content development, audience segmentation and testing.
• General understanding of content development process. Experience in creative strategy and brief organization a plus.
• Fair knowledge of testing + targeting best practices and trends in personalization
• A natural curiosity to use data and explore insights that allows for a continuous evolution of our personalization efforts
• Effectively communicate opportunities, learnings, and recommendations with authority & credibility to stakeholders across a broad spectrum of cross-functional teams and varying levels
• Organized and able to handle several projects concurrently
• Experience with Databrix, SQL, JavaScript, HTML email authoring, CSS, and with a platform such as Braze / Adobe AEM is a plus

The Captain’s Club is Celebrity’s award-winning loyalty program that keeps our guests coming back again and again.  With millions of members, the program is responsible for driving guest engagement, return, frequency, satisfaction, and brand loyalty.  Our members are at the core of everything we do, and their feedback and insights are vitally important to our brand.

We are seeking an individual to create a two-way open communication stream with guests to gather feedback and insights, test brand changes and messaging, and combat untrue information as well as lead member satisfaction initiatives.  This will include managing always-on two-way communication between our members and the brand, identifying and developing relationships with brand ambassadors, managing messaging for members for any brand changes, and working on a variety of initiatives to improve the member experience.  This role will work cross-functionally with colleagues in marketing, insights, hotel operations, and onboard revenue.

This person will thrive in a fast-paced, multi-branded environment and loves to problem solve. They will often work cross functionally to help drive key business decisions and in turn will lean heavy on their strong communication skills across the organization.  
 

Essential Duties and Responsibilities:

• Serve as the voice of the member for cross-functional teams and initiatives.  
• Develop and always-on two-way communication stream with members including an online research community, webinars, Q&A sessions, in-person ship events with members, and more.
• Identify and propose new ideas that drive member satisfaction and engagement as well as enhance business goals.
• Manage all guest channels to ensure accurate and up-to-date information is disseminated for members. Develop and implement a strategy to manage communication across social channels, work directly with forums like cruise critic and form partnerships with brand ambassadors to enhance our messaging.
• Partner with business insights to identify pain points impacting NPS for members and develop strategies to combat it.
• Partner with hotel operations and onboard revenue on all guest-facing initiatives to ensure it is a positive experience for members.
• Support member events including annual President’s Cruise.
• Manage ship-visits for shoreside team members to meet with crew.
• Manage and report out on to leadership on KPIs and progress.
• Manage loyalty budget.

Qualifications, Knowledge and Skills:

• 10+ years’ experience working within a marketing environment preferably in loyalty, or other strategic marketing roles
• Experience within travel and hospitality industry desirable 
• Social experience a plus
• Strong verbal and written communication skills
• Proven project management skills
• Experience with facilitating meetings among stakeholders on various levels within the organization Ability to be flexible, follow tight deadlines, organize and prioritize work. 
• Experience with cross-functional collaboration and project management 
• Knowledgeable of MS Word, Excel, PowerPoint 
• Ability to manage multiple projects under tight deadlines.
• Excellent interpersonal skills with an ability to interact with all levels of management.
• Highly motivated and ‘can do’ attitude. Excellent attention to detail and accuracy, team player.
• Experience with multi-channel marketing and campaign development preferred. 
• Excellent Customer Service Skills.
• Highly focused on the guest and their needs  

Here’s your chance to join our award-winning agency, Phaedon. We’re changemakers, a community of mission driven creatives, marketers, strategists, and technologists. We’re currently hiring for a Proposal Manager in our Minneapolis or Chicago office. Our Proposal Manager will be a key liaison across internal experts, our sales team, and presentation design specialists to determine and present a compelling response strategy to RFIs, RFPs, client briefs, custom proposals and pitches.
Essential Duties/Responsibilities:

• Develop, coordinate, and prepare responses to RFIs, RFPs, client briefs, custom proposals and pitches for potential clients. 
• Develop strong relationships with internal experts, our sales team, and presentation design specialists to determine and present a compelling response strategy. 
• Manage the proposal process, including review and analyze requirements, develop and manage to a calendar, facilitate strategy and solutioning development, and act as the primary project manager guiding pursuit of a new opportunity from start to finish. 
• In partnership with our experts, develop persuasive content that demonstrates that we understand the client’s needs and why they should select Phaedon. 
• Adapt answers to standard and non-standard questions to fit sales strategies and highlight our differentiators. 
• Meet all deadlines for on-time quality delivery of RFI/RFP responses, pitches, and proposals to customers. 
• Provide proposal assistance, guidance, coaching, review, and advice to account teams managing their own RFP responses. 
• Support Business Development Knowledge Management efforts to maintain proposal content database and proposal archive for future re-use. 
• Continually hone and improve the proposal development process.

Responsibilities

Prospect Journey Improvement:

• Develop and execute a comprehensive prospect journey to drive user acquisition, activation, retention, and revenue.
• Develop and update strategic plans based on business priorities, industry trends, and customer insights.
• Collaborate with content creators to develop compelling and educational content that aligns with the business’ goals.
• Collaborate with cross-functional teams to align digital marketing efforts with product development and user experience improvements.

Website Performance Optimization:

• Develop digital KPIs in partnership with the business and create a strategy to improve digital experiences to meet those goals.
• Leverage performance data to optimize engagement with product landing pages and other marketing assets to improve conversion rates.
• Lead initiatives to optimize website performance and collaborate with web development teams to implement technical improvements.
• Develop and execute SEO strategies to enhance website visibility and organic search rankings.
• Conduct regular audits to identify opportunities for on-page and technical SEO improvements.
• Generate insightful reports to inform strategic decision-making and proactive identify opportunities for improvement.
• Monitor and update website content to ensure ongoing compliance, relevance, and accuracy.

HOW YOU WILL MAKE AN IMPACT

Your role is important and below are some of the fundamental job duties that make your work unique.

What your day-to-day will be like:

• Utilize data-driven insights to craft impactful recommendations, driving the evolution of our Hotel Level Marketing technology product strategy according to the overarching Americas Marketing objectives.
• Foster seamless integration with the current Americas Marketing program and implement best practices to implement the technology product project roadmap.
• Offer strategic guidance to leadership, highlighting how our Hotel Level Marketing initiatives, supported by product optimization and proactive support, directly affect and elevate overall hotel performance.

How you will collaborate with others:

• Partner with the Americas Marketing Programmatic Media Team
• Manage partners in Americas Marketing and within Marketing and Loyalty
• Partner daily with agency partners and serve as the point of contact

What projects you will take ownership of:

• Collaborate with teams to gather user feedback and insights, translating them into actionable requirements for the technology product roadmap. Utilize data analysis to identify opportunities for strategic initiatives and testing, ensuring agreement on marketing performance objectives and applying insights to improve.
• Develop and maintain technology program assessment protocols for evaluation of success and partner with teams to optimize the technology to improve overall marketing performance. 

HOW YOU WILL MAKE AN IMPACT

Your role is important and below are some of the fundamental job duties that make your work unique.

What your day-to-day will be like:

• Manage and maintain knowledge base, SOP’s, and Confluence pages.
• Brainstorm and prioritize to come up with solutions that balance time cost considerations against strict adherence to a strategy or process.
• Work with vendors and partners to understand new platform features to improve capabilities, processes, and support team culture. Maintain communication plan with broader teams for new feature awareness.
• Deputize for Director when required.
• Responsible for developing, coaching, inspiring, managing, and supporting direct reports against their personal and team-related goals.
• Back-up for MarTech Support team when required.

How you will collaborate with others:

• Collaborating with multiple groups and cross-functional departments such as Marketing Specialists, IT/Technology Developers, Partners, vendors, and various business stakeholders
• Manage and maintain development roadmaps and backlog, including prioritization of both.
• Review solutions to ensure they meet requirements.
• Manage enhancements with internal/external tech teams including documentation of requirements and ensure UAT and proper knowledge transfer is completed with all necessary parties.
• Identify problems and design process improvements for stakeholders and various internal teams.
• Manage project-level work from inception through to execution, communicating across all levels.
• Work with MarTech Support to manage the release of new enhancements to our platforms.

What projects you will take ownership of:

• All Braze/Branch related enhancements included, but not limited to Braze and Branch platform product enhancements and communications Enhancement request intake, management, and delivery for both Braze and Branch
• Be off-hours back-up for US-based Commercial Capabilities Support team

WHY YOU'LL BE A GREAT FIT

You have these minimum qualifications:

• Seven (7) years of professional work experience in Technology or related field.
• Seven (7) years of experience in messaging customers applying digital marketing technology.
• Seven (7) years of experience working through system enhancements through the system development life cycle from gathering requirements, and supporting IT/stakeholders during build, to UAT, to post-deployment validation.
• Database, SQL, or API knowledge.

It would be useful if you have:

• BA/BS Bachelor’s Degree in Information Systems, Computer Science, Marketing, or related field.
• Nine (9) years in Marketing or IT-related field.
• Three (3) years of Database, SQL, and/or API experience.
• Exposure to cloud platforms, technologies, and processing environments.
• Experience in hospitality, travel, or technology industries.
• Effective research and analytics.

We are currently seeking a dynamic and motivated Loyalty Strategy Consultant to join our team in the USA. The successful candidate will be responsible for working closely with clients to understand their business needs, identify opportunities for improvement, and develop and implement tailored solutions. If you're passionate about loyalty programs, customer-centric solutions, and have a deep understanding of software supporting sales, we want to hear from you!

Candidate Profile:

• Bachelor’s Degree
• 3-5 years’ experience working in management marketing & consulting (Loyalty Strategy, Marketing)
• Knowledge of software supporting sales and loyalty programs
• Experience with data-driven (CRM, online/offline media, email/SMS/push) marketing
• Proven achievements in creating data-driven strategies and solutions to support customer business objectives
• Must possess strong customer-facing presentation and demonstration skills
• Strong communication and interpersonal skills
• Ability to organize own work

Your Responsibilities:

• Serve as a client account expert regarding loyalty and offers strategy, digital marketing, member communication, and overall CRM
• Advising clients on how to optimize their customer value proposition through elaboration of customer strategy, loyalty program concepts, member experiences, and member journeys
• Coordinate with clients and internal teams to ensure program and business requirement capabilities are met
• Heavy focus on loyalty strategy, omnichannel communication, and marketing (Email, SMS, push) for current clients, propose needed changes and adjustments to ensure program success
• Ensure project delivery timelines are accurate, achievable, and delivered in a timely manner for the program to meet objectives
• Continuously monitor current industry trends and changes and adjust customer propositions accordingly
• Serve as a company representative during trade shows, customer and internal events, and functions

The Customer Loyalty Manager will assist in all aspects of the management and coordination of the SalonCentric NPS (Net Promoter Score) program. This individual will be a key player in driving SalonCentric customer retention initiatives via NPS and SalonCentric’s annual Relations survey. This position will also focus on supporting our ProRewards Loyalty program and initiatives that increase engagement and boost incremental sales. Executing marketing strategies through new program enhancements and a continuous dedication to delivering a best-in-class member experience  This position requires a strong balance of planning and coordination, communication, analytics, and problem-solving skills. It also requires the ability to work in a fast-paced, deadline driven environment. 

Position Responsibilities: 

• Manage and coordinate NPS program by working closely with key functions across organization: MarTech, NPS Channel Leads, CRM, Creative Marketing, IT/DIT Loreal and SalonCentric Channel teams
• Manage NPS event calendar and support in building strategic roadmap
• Collaborate and work closely with key players of internal teams: Marketing, CRM, SMS, Digital, Social, Creative, Stores, Street and eCommerce to ensure optimization of NPS events and Loyalty promotion marketing process 
• Review reporting on NPS and Loyalty Program
• Analyze NPS and Loyalty Program dashboards and performance to help refine and optimize for future campaigns
• Own marketing asset approval through the creation of briefs to Creative in Wrike that promote and support the NPS program 
• Coordinate with stores and sales channels on communication and execution of the various campaigns  
• Assist with training regarding NPS program with all SalonCentric Channel teams
• Assist with customer care escalations related to NPS and Loyalty Program 

Position Requirements:

• Ideal candidate mindset: Passionate, agile, digitally savvy & eager to learn  
• Ideal candidate behaviors: Detail oriented, effective time management, critical thinker, clear communicator  
• Proactive, self-motivated results oriented go getter, driving projects to completion with a high sense of urgency, ability to work under pressure and quickly adapt to change. Attention to detail and organization with strong follow through; managing and influencing multiple priorities and projects.
• Ability to navigate multiple promotions while consistently putting the customer experience first  
• Excellent written and verbal skills - must be able to effectively hold internal and external stakeholders accountable to deadlines while maintaining positive relationships  
• NPS and Loyalty Program experience is a plus  
• Bachelor’s Degree in Marketing, Digital Marketing Business Administration or related field is preferred  
• Proficient in Microsoft Office Suite (Excel, PowerPoint, Word, etc)  
• Travel required as needed

The Senior Marketing Planner, Loyalty and Smart Sleeper Strategy understands the overarching strategic marketing vision and is responsible for the development and execution of the overall loyalty marketing strategy, as well as executing strategies to drive repeat customer engagement, referrals and sales within our Smart Sleeper community. The Senior Planner, Loyalty and Smart Sleep is responsible for developing and deepening our customer relationship via our loyalty program, optimizing our loyalty communication touchpoints to drive engagement and maximizing our marketing strategies, including our direct mail program, to drive repeat and referral sales.

As a Senior Planner, you will work cross functionally with sales operations, data analytics and product development to oversee and execute on strategy as well as work with Sleep Number's inhouse creative team to bring the vision to life.

Primary Responsibilities:

• Develops and execute marketing strategies to drive engagement and repeat business including direct mail, email, SMS and loyalty program activities.
• Develops, leads and executes all aspects of loyalty marketing campaigns, from creative brief through deployment.
• Owns strategy and execution of annual Smart Sleeper Appreciation event designed to drive incremental engagement, advocacy and sales with repeat customers
• Provides direction and feedback to creative, production and other internal partners.
• Ensures marketing messages are conveyed clearly and align to overall marketing objective.
• Manages creative strategy and development of our direct mail program for smart sleepers.
• Champions continuous advancement of our loyalty program features and capabilities in collaboration with agency and business partners.
• Workd cross-functionally to provide a successful customer experience (Marketing, Product, IT, Customer Service, Insights and Order Management)
• Engages with CRM analytics team to monitor and analyze performance trends to provide actionable recommendations to deliver continuous improvements of our loyalty and direct mail programs.
• Partners closely with web and IT teams to optimize and advance loyalty program.
• Communicatse effectively marketing strategy and plans across organization from executive level to working teams
• Owns relationship with loyalty program vendor and other vendor partnerships related to advancing our loyalty and smart sleeper program capabilities

• Provides reporting of key performance indicators and other ad hoc reporting, using Siebel Insights, PL/SQL and SAS
• Responsive for customer data maintenance as well as customer data troubleshooting and escalations

Position Requirements: 

• 5+ years’ experience in marketing, marketing planning is required. Customer loyalty, customer rewards programs, customer engagement or referral marketing experience is highly desired.
• BS/BA Required, Advertising/Marketing or related field preferred
• Experience with lifecycle marketing and the value created through differentiated reward offerings
• Advanced Proficiency with Microsoft Office Applications (i.e.  Excel, Word, Outlook)
• Application experience in Siebel CRM and SAS a plus
• Must be able to work autonomously, be a self-starter, proactive and flexible
• Lead and drive new projects from inception to launcg and the ability to manage projects through ambiguity
• Able to prioritize tasks, meet deadlines, and work independently in a fast-paced environment
• Curious and enthusiastic with high attention to detail and strong follow through
• Analytical and creative thinker with exceptional problem-solving skills
• Excellent written and verbal communication skills. Strong interpersonal skills and ability to influence all levels of management. Solid organizational and time-management skills 

Are you a results-driven marketer with a passion for the customer lifecycle? As the Senior Manager, B2C Lifecycle Strategy and Marketing you will create an omni-channel customer experience strategy and implement associated lifecycle communications for LHW’s guests across stages and touchpoints.  You will focus on steering the overall guest experience addressing major milestones before, during, and after the stay, with a specific focus on engagement with LHW’s guest loyalty program, Leaders Club.  Reporting to the Senior Director, Loyalty, you will both define the roadmap and lead a cross-functional Marketing team to bring it to life.  

This is a full-time position located in New York City.  We offer flexible workplace policies that can accommodate work-from-home candidates who are comfortable traveling to our NYC office location 2 days a week. 

 
Essential Functional/Regional Responsibilities 
Please note that reasonable accommodations may be made to enable individuals with disabilities to perform the following essential responsibilities. 

• Develop and refine an overarching B2C lifecycle marketing communication strategy and, in collaboration with the Brand and Marketing Communications, CRM, and Digital Product Development, and Global Servicing teams, create communication touchpoints across multiple channels to ensure a consistent experience and message 
• Closely collaborate with cross-functional partners to optimize the B2C customer experience across core interactions and channels with a focus on revenue-generating opportunities as well as reducing potential friction areas 
• Develop and implement a consistent message and experience for guests at different stages of engagement within prioritized channels  
• Refine and prioritize loyalty lifecycle communications based on core KPI achievement and business focus/investment including refining core benefits hierarchy and call to action associated with lifecycle stage and communication focus 
• Develop customer communication and marketing strategy, segmentation, and rollout plans for ongoing Leaders Club program enhancements, and partnership(s), including coordinating content and developing collateral in partnership with the Marketing Communications team. 
• Serve as Agile team program owner for Loyalty marketing creation, managing all associated project updates in JIRA including ticket creation, comments, and follow-up with stakeholders 
• Create and implement a test-and-learn plan to understand the effectiveness of communications and journeys and make ongoing updates to the plan based on findings  

Requirements, Experience, and Qualifications 

• A bachelor’s degree in marketing
• 5-7 years of prior experience in lifecycle marketing and/or marketing customer experience
• Proven experience in owning KPIs and determining successful approaches to address them
• Demonstrated success in creating and implementing customer and financial data-driven strategies
• A flair for analytics, including a sound knowledge of Excel, Tableau, Salesforce, SQL, and Google Analytics (GA4), is highly desirable but not essential

 

Skills & Abilities 

• Communicates with clarity and conviction to ensure messages are effectively received and understood
• Influences change by challenging the status quo, proposing ideas, and creating solutions to advance the company forward 
• Balances long-term success with driving strong short-term results for the company
• Sets ambitious goals and adapts approaches as circumstances change
• Asks questions to understand issues more fully including considering how they connect with other issues, functions, processes, the big picture, and the future
• Takes ownership of outcomes
• Sees what’s working and what’s not, recommends alternatives to enable better execution
• Explores, reframes, creates, and solves to produce better results
• Strives to be in sync with the team and the rest of the organization -- achieves alignment 
• Drives for extraordinary results -- aims high and has a plan behind it. 

The Assistant Vice President of Brand Engagement for Garnier is a key leader within the Garnier brand’s marketing team tasked with bringing the brand’s strategy to life through execution of “best in class” consumer touchpoints. As the brand’s resident storyteller, this individual will lead a team responsible for consumer-centric social, advocacy and influencer content development & strategy, PR and advocacy programs, from an earned and owned perspective. In addition, this individual will collaborate very closely with the Product Marketing team, to strategize and execute go-to market plans to ensure that the influencer content being boosted via paid social is set up for success and has high engagement and conversion. The BEL is expected to stay ahead in terms of hair care, hair color, skincare, and beauty trends, to ensure that our social and A&I efforts are not only on brand, but also helping us increase our brand awareness efforts in an already saturated market. We are looking for a consumer-focused, data-driven content marketing professional who is a skilled communicator and has a proven track record of building and developing a team of diverse individuals. As we look to increase the brand’s footprint within the market, this individual will ensure that our story is heard. 

This individual will work closely with the DMI, Product Marketing, Shopper Marketing, CRM/Platforms, and the Media Lead to ensure that our brand story is properly developed and disseminated across our various channels.  They will support strategic brand objectives, launches, and activities; responsible for increasing consumer touchpoints, brand engagement and reach for social media platforms. This role drives collaboration and influences multiple levels of leadership to execute on the following key deliverables to support the development of customer-centric programs that drive profitable, long-term relationships: 

• Set the brand’s overall communications strategy across earned, owned and paid channels for the Garnier master brand and the product categories including skincare, hair color and haircare 

• Develop social, influencer, PR strategies to build brand love and advocacy, growing an engaged community and recruiting new consumers into the brand, informed by data driven insights 

• Lead internal and external agency teams responsible for development of strategy & execution of US rollout across paid, earned, owned content for the brand 

• Manage social and influencer team to ensure that all content is driving engagement, tailoring content for each specific channel (Instagram, Facebook, TikTok, Pinterest, YouTube, Twitter) and optimizing what works 

• Thoroughly understand ever-evolving social/influencer marketing landscape and build and enhance brand strategies as needed based on industry trends and consumer behavior 

• Liaise and collaborate with product marketing to execute on digital content marketing tactics inclusive of digital content development, influencer & advocacy efforts to drive business goals (brand loyalty, consumer engagement, results) 

• P&L accountability for all PR, social, influencer and advocacy budgets; work closely with brand Finance team 

• Bring recommendations to head of marketing on shifts, based on performance reporting and consumer-focused data from internal and external sources (CMI reporting, retailer consumer reports) 

• Organize and lead brand/PR in-person events, mailers, etc. to help support brand engagement initiatives 

• Lead the relationship with internal and external PR/A&I agencies on behalf of the brand, from negotiations, strategy, budget management to execution of plans 

• Partner closely with Brand DMI (global team responsible for the brand’s global image and direction) to create feedback loop to ensure that the US plan properly embodies the global brand vision. This individual will be the brand’s point person for the DMI relationship, so they will also be the primary person to share consumer communications insights from the local market back to the DMI 

• Report to Garnier US Head of Marketing, while managing and developing 2 direct and 4 indirect reports 

    

Qualifications/Requirements 

• Minimum ten (10) years of Marketing experience with heavy experience for digital, social, influencer and public relations. 

• Bachelor’s Degree  

• In-depth, knowledge and understanding of digital platforms and how they can be leveraged to achieve business goals, including emerging trends in channel performance and content strategies 

• Experience with executing digital & social media campaigns from upper funnel awareness campaigns to performance marketing campaigns focused on conversion 

• Proven experience with brand communications, community management, social marketing, influencer & advocacy programs,  

• Experience developing compelling social media campaigns and effective content strategies 

• Detailed knowledge of CRM best practice and industry benchmarks 

• Experience managing and developing a team, with experience onboarding to new social media management, listening platforms and social frameworks 

• Exceptional organizational skills and high level of attention to detail 

• Strong written and verbal communication skills, including ability to lead internal and executive level meetings/presentations 

• Experience managing and cultivating direct reports 

• Creative problem solver 

• Ability to develop solid relationships and lead with influence  

• Ability to manage in complex, matrixed, fast paced environment 

We are seeking a skilled and dynamic Sr. Lifecycle Specialist to join our Loyalty and CRM team. In this role, you will be responsible for developing customer lifecycle strategies and journeys, taking ownership from wireframing to execution. As a key contributor, you will collaborate with cross-functional teams to ensure seamless integration and deliver a superior customer experience. The ideal candidate possesses a blend of technical expertise, strategic thinking, and a passion for optimizing customer interactions as well as driving customer engagement, retention, and business growth through innovative CRM strategies.

Overview of Responsibilities

• Develop and execute holistic lifecycle marketing strategies integrating email, SMS, push and app.
• Architect and execute advanced CRM lifecycle strategies aimed at enhancing customer engagement, LTV, retention and aligns with marketing business goals.
• Lead the end-to-end development of customer lifecycle journeys, from wireframing to testing and deployment.
• Manage end-to-end lead flow process and automated campaign development.
• Hands-on management of marketing automation platform.
• Utilize CRM platforms and coding languages to ensure the technical feasibility of journeys.
• Analyze customer data to optimize journeys and drive data-driven improvements.
• Collaborate with internal teams to align CRM strategies with overall business objectives.
• Conduct A/B testing and continuously optimize customer journeys for engagement and conversion.
• Familiarity working across all digital channels: Email, SMS, Push, In-app messages, and Content Card channels.
• Partner with Data and Analytics partners and implement personalization strategies to tailor customer interactions based on preferences and behaviors.
• Develop segmentation models for targeted and effective communication strategies.
• Utilize analytics tools (including GA4) for performance measurement and reports.
• Provide insight into strategies that will enhance / improve lead generation, nurture campaigns, customer engagement, and database optimization.
• Support CRM team for additional QA and CRM support for day to day campaigns.

Qualifications

• Bachelor’s degree in Marketing, Business, Computer Science, or related field.
• 3-5 years experience as a Lifecycle Specialist with expertise in CRM platforms and marketing automation tools.
• Strong understanding of customer lifecycle management, journey mapping, personalization, and segmentation.
• Understands core principles of marketing analysis, testing and optimization.
• Proficient in coding languages relevant to CRM development.
• Excellent analytical and problem-solving skills.
• Strong communication and collaboration skills.
• Detail-oriented with a focus on delivering high-quality results.

Preferred:

• Certification in CRM or related field.
• Previous experience with Braze or similar CRM platforms.
• Familiarity with UX/UI principles.
• Experience with data analytics tools.

The Loyalty Manager is responsible for leading the development and implementation of an enterprise-wide customer engagement strategy. This position will work with the Director of Loyalty and the Manager of CRM, as well as business leaders across the company, to build out a best-in-class customer experience and loyalty strategy.

RESPONSIBILITIES

• Responsible for all efforts to increase identifiable customers, decrease attrition and increase engagement and satisfaction through the loyalty program.
• Oversees and manages the day-to-day program operations on the new loyalty program for Stop & Shop.
  • Associate training programs
  • In-store materials – register signs, brochures, cards
  • Points conversion
  • Online and app cardholder sign up and points earn/burn experience
• Lead various work streams within loyalty. Work streams may include, but are not limited to, technology and data infrastructure, test and measurement, operating processes and marketing campaign execution.
• Partners cross-functionally to execute tactics and loyalty campaigns that deliver value and increase value perception among cardholders. 
• Collaborates with marketing and merchandising to evaluate campaign effectiveness and optimizes the plan based on key learning’s and loyalty industry best practices.
• Manages customized benefits to members throughout their shopping journey which are relevant to any channel they shop in – stopandshop.com, Stop & Shop app or in-store. 
• Writes business requirements for product enhancements and partner with Technology to bring those enhancements to life.
• Serve as the ongoing liaison between business and Technology to create product and user experience solutions (i.e., buy 10 bags of dog food online, get the 11^th free).
• Partners with brand marketing team to share product learnings and collaborate on marketing activities.
• Design and improve customer service processes to ensure a customer-first approach when members have questions or concerns.
• Benchmark competitors and partner with Insights to conduct customer research and quantitative studies.
• Leads cross-functional initiatives and teams related to enhancing Stop & Shop’s loyalty capabilities.
• Communicate progress regularly through informal and formal presentations; provide insights and recommendations to brand teams and Executive Leadership.
• Influences cross-functional partners to act and adopt new approaches when needed.
• Partners with RBS to maintain the customer loyalty database, including hygiene, auditing for accuracy and integration of new data elements.
• Partners with internal resources to develop customer segment plans that include tactics for prospect acquisition, new customer onboarding and loyal customer marketing.
• Partners with operations to continually develop efficient and effective ways to support the in-store growth and retention of loyalty customers and to ensure the flawless execution of loyalty initiatives at store level.
• Interacts with internal business partners and is a key contact with marketing planning, 3rd parties and DiPLA.
• Continuously partners with merchandising to keep abreast of new and ongoing products and programs.

REQUIREMENTS

8+ years of experience working on a loyalty program.
A collaborative partner who demonstrates empathy and actively works together to solve problems.
Comfortable working with ambiguity and change.
Must be able to work in a fast-paced environment and willing to roll up your sleeves.
Bachelor's Degree in Marketing/MBA preferred.
Retail experience preferred.

Must be in the Quincy office 3 days a week

As the Loyalty Manager, you will oversee the North American Chipotle Rewards program, including driving innovation and engagement with current members. While in this role you will work hand-in-hand with our head of CRM as well as a Program Manager to ensure that messaging and technology are aligned to deliver the best experiences for our more than 38 million members. You’ll be energized by, and passionate about, creating a best-in-class loyalty program that not only leads in the restaurant industry but all with lifestyle brands across all industries. You will constantly be reading program results and creating optimization plans while also partnering with cross-functional teams and leading at least one direct report. Additionally, you will support all offer promotions and consult with local country teams as they launch the international expansion of Chipotle Rewards.
 
WHAT YOU’LL DO

• Establish and execute the Loyalty marketing roadmap and strategic plan
• Partner with Brand Marketing to deliver a member acquisition strategy and tactical approach to grow the active base of program
• Engage with vendors to execute Loyalty marketing campaigns focused on retention and engagement
• Work with internal analytics teams on measurement and analysis to constantly test, refine and scale campaigns
• Partner closely with a Product Manager to inform program enhancements and innovation
• Manage cross-functional meetings to drive Loyalty strategy, measurement, and business needs
• Partner with the CRM Manager to deliver a seamless experience for members across email, SMS and push
• Partner with Restaurant Ops and Brand Marketing to drive in-restaurant marketing enhancements
• Troubleshoot technical issues with Loyalty vendors and Customer Care team to ensure seamless experience for members
• Monitor and report on competitive programs to ensure program relevance

 
WHAT YOU’LL BRING TO THE TABLE

• High school diploma or general education degree (GED) required
• Bachelor's Degree (BA/BS) from 4-year college or university preferred
• MBA or pursuit of an advanced degree is a plus
• 5+ years of experience in Retention marketing specifically within CRM, loyalty marketing, email, and digital marketing
• 1-3 years of supervisory experience
• Strong understanding of existing and emerging loyalty marketing best practices and technologies
• Proven experience in testing methodologies, versioning, and personalization
• Strong vendor management experience
• Ability to multitask and juggle multiple requests and projects in a fast-paced environment
• Strong organizational and time management skills
• Ability to work independently as well as collaboratively

This role is responsible for supporting the Loyalty Marketing Manager II in the management and execution of internal and external activities for all digital targeted marketing programs designed to improve customer loyalty and shopping behavior. Responsible for daily operations tied to CRM targeted marketing, including managing schedules and timelines, communication with business partners across ADUSA and externally, quality assurance activities, ensure accurate and on- strategy creative content. The Specialist I supports processing of invoices, billing, and tracking actual expenses. This role is also responsible for addressing ad hoc service requests to resolve production issues if they arise.
 
Primary Responsibilities:

• Sources content from internal and external stakeholders collects all creative assets and customer data. Responsible for quality assurance of data and creative assets are accurate and on strategy.
• Pulls lists and builds offers and version grids to support production work. Works with external partners to communicate production details and ensure production is completed on time.
• Work with agency and insights teams to prepare metrics, tracking and activity reports.
• Distributes weekly reports to all internal key stakeholders. Supports ad hoc reporting requests/presentations as needed.
• Responsible for processing all invoices entering them into accounting systems. The role follows up with vendors to resolve any questions related to project costs and invoice processing. Ensures budget costs are logged accurately in the accounting systems.

 
Qualifications and Experience:

• Bachelor’s Degree, in marketing or a related field or equivalent work experience
• 2-4 years of marketing experience – digital marketing, shopper marketing, or CRM preferred
• Practical knowledge of consumer-packaged goods companies, retail trade practices and category management
• Experience with marketing promotions or one-to-one direct promotions

 
Skills and Abilities:

• Organization and time management skills
• Campaign & project management skills
• Able to effectively communicate at all levels of the organization
• Strong working knowledge of Microsoft Office software suite and Office 365
• Understanding of Digital Channel
• Able to prioritize workload and adapt to multiple shifting timelines

Salary Range is $59,840 - $89,760