Senior Manager, Customer Loyalty

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Develop and oversee the customer loyalty strategy in line with business objectives.

• Convert enterprise growth goals into loyalty programs that enhance conversion, engagement, retention, and customer lifetime value.

• Discover opportunities to enhance customer experience, commercial efficiency, and generate additional revenue.

• Create and manage data-driven, comprehensive customer journeys.

• Utilize segmentation, personalization, and contact strategy frameworks for targeted and compliant customer engagement.

• Oversee testing and learning initiatives to improve customer experiences and business results.

• Spearhead the creation, implementation, and integration of customer loyalty programs.

• Collaborate with marketing, commercial, digital, and analytics teams to strengthen loyalty capabilities and foster repeat behavior.

• Align loyalty programs with Brand, Consumer Marketing, Strategy & Innovation, Professional Affairs, Sales, Digital, Analytics, Legal, Medical, and Privacy teams.

• Manage internal and external partnerships with a focus on achieving measurable results.

• Establish and maintain loyalty measurement frameworks linked to business results.

• Leverage analytics, customer insights, and performance data to pinpoint growth opportunities and investment priorities.

• Distill complex data into recommendations for leadership, performance narratives, and actionable plans.

• Implement scalable operational models, governance, and processes for executing loyalty programs.

• Manage agencies, platforms, and execution partners, overseeing timelines, budgets, and outcomes.

• Ensure compliance of loyalty programs with regulatory, legal, medical, and privacy standards.

⛳️ Requirements

• A bachelor's degree is mandatory.

• At least 8 years of business experience is required.

• A minimum of 5 years of progressive marketing experience is essential.

• Proven experience in CRM, lifecycle marketing, loyalty, digital engagement, or customer experience strategy is necessary.

• Experience in crafting CRM and loyalty strategies for B2C and professional/HCP/ECP audiences is preferred.

• Capability to translate strategy into execution, influence cross-functional stakeholders, and achieve measurable business results.

• Solid understanding of customer lifecycle management, segmentation, personalization, omnichannel engagement, and performance assessment.

• Ability to lead cross-functional projects and external partnerships in a matrixed environment.

• Strong business acumen with a knack for converting customer insights and data into actionable recommendations and plans.

• Experience with CRM platforms, marketing automation tools, loyalty platforms, or customer data capabilities is preferred.

• Willingness to travel domestically up to 30% of the time.

🏝️ Benefits

• Retirement plan (pension).

• Savings plan (401(k)).

• Vacation – 120 hours per calendar year.

• Sick time – 40 hours per calendar year; Colorado employees – 48 hours; Washington employees – 56 hours.

• Holiday pay, including Floating Holidays – 13 days per calendar year.

• Work, Personal and Family Time – up to 40 hours per calendar year.

• Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child.

• Bereavement Leave – 240 hours for an immediate family member; 40 hours for an extended family member per calendar year.

• Caregiver Leave – 80 hours in a 52-week rolling period.

• Volunteer Leave – 32 hours per calendar year.

• Military Spouse Time-Off – 80 hours per calendar year.

• Inclusive interview accommodations for applicants with disabilities.