Bloomingdale's Director, Loyalty

Bloomingdale's makes fashion personal and fun, aspirational yet approachable. Our mission is to guide and inspire our customers to make style a source of creative energy in their lives. We strive to make Bloomingdale's like no other store in the world, with an inclusive culture that promotes diversity of background, thought, and opinion.

About the Role

The Director of Loyalty owns the strategy that deepens the relationship with Bloomingdale's most distinctive customers—high-spending, high-frequency, and deeply brand-affiliated across the Loyallist program tiers. This role drives tier architecture, benefit design, enrollment and penetration growth, and the program roadmap to turn membership into a durable competitive advantage. It is a growth leadership role with direct economic accountability, ensuring loyalty operates as a connected piece of the customer lifecycle alongside credit and CRM.

Responsibilities

• Program Strategy & Roadmap: Own the Loyallist program end-to-end, including strategy, multi-year evolution roadmap, and investment case. Set the annual and seasonal benefit calendar to ensure moments are differentiated, brand-worthy, and commercially effective. Define the program’s role as a growth and retention engine with clear targets for enrollment, penetration, retention, and member spend.
• Tier Architecture & Benefit Design: Own tier structure, earn-and-burn mechanics, and benefit architecture across tiers, balancing customer value and program economics. Evolve the top-tier experience in partnership with Client Development, treating the most valuable members as a distinct, high-touch audience. Design benefits funded intelligently through margin, vendor co-investment, and credit contribution rather than discount alone.
• Member Acquisition, Penetration & Enrollment: Own the strategy to grow enrollment, deepen tier penetration, and increase the share of sales transacting through the program. Build the enrollment funnel across store, site, app, and associate-assisted channels to reduce friction and lift capture at the point of intent. Develop tier-migration and reactivation strategies to move customers up the value curve and recover lapsing members.
• Program Economics & Liability: Own the financial model of the program, including LTV impact, breakage, points liability, and cost-to-serve of each tier and benefit. Build the business case for program investment with rigor to earn C-suite confidence, modeling returns on tier upgrades, benefit enhancements, and enrollment growth. Partner with measurement teams on segmentation and LTV frameworks to align the program with customer lifetime economics.
• Loyalty Platform, Operations & Roadmap: Set requirements for the loyalty technology roadmap with Head of Product & Technology Strategy, including platform capabilities, data integrations, and member-facing experiences. Ensure loyalty data connects into CRM, paid media, and clienteling so program membership informs every customer touchpoint. Establish operating standards, reporting, and governance for reliable seasonal execution.
• Clienteling, VIC & Store Integration: Connect the program to in-store relationships, ensuring loyalty status and member intelligence reach selling associates and client advisors. Partner with stores and Client Development to design a unified clienteling and member strategy across human and digital outreach.

Requirements

• 8+ years in loyalty, CRM, or customer marketing, with direct ownership of a program; premium, luxury, or specialty retail experience is a strong advantage.
• Demonstrated track record growing a tiered loyalty program—enrollment, penetration, retention, and member spend.
• Fluency in customer economics: LTV, tier migration, churn and reactivation, breakage, and points liability.
• Experience owning or closely partnering on a loyalty platform and its roadmap, including data integrations that make a program intelligent.
• Strong analytical partnership skills to work with measurement and analytics teams to build, defend, and act on a business case.
• Team leadership and the ability to operate within a matrixed enterprise structure, influencing partners you do not control.
• An editorial and brand sensibility appropriate to a discerning, high-value customer—program decisions should feel considered, not transactional.