Director, Loyalty and Retention
Loyalty Program Leadership
Own the vision, strategy, roadmap, and performance of the company’s loyalty program.
Lead the development and optimization of loyalty program structure, benefits, tiering, rewards, partnerships, and member experiences.
Identify opportunities to increase enrollment, engagement, redemption, retention, and customer lifetime value.
Partner with Digital, IT, Ecommerce, Retail, and Customer Experience teams to ensure seamless loyalty integration across channels.
Evaluate and implement new loyalty capabilities, technologies, and vendor partnerships.
Develop member segmentation strategies and personalized experiences that strengthen emotional connection to the brand.
Retention Strategy
Build and lead the company’s retention marketing strategy across all customer touchpoints.
Develop lifecycle strategies that improve repeat purchase frequency, reactivation, retention rates, and customer profitability.
Partner closely with CRM leadership to align customer journeys, messaging strategy, and channel orchestration.
Identify opportunities to improve customer engagement through personalization, segmentation, predictive modeling, and behavioral insights.
Create retention-focused testing roadmaps and optimization plans across marketing channels.
Establish KPIs and reporting frameworks to measure customer health, loyalty performance, and retention effectiveness.
Analytics & Performance Management
Own performance reporting for loyalty and retention initiatives, including customer lifetime value, churn, retention cohorts, repeat purchase rate, incremental revenue, and loyalty member engagement.
Translate customer and business insights into actionable growth strategies.
Leverage data to identify customer trends, opportunities, and risks.
Build business cases and forecast impact for new initiatives and investments.
Cross-Functional Leadership
Collaborate with Paid Media, CRM, Ecommerce, Brand, Retail, Finance, Analytics, Product, and Technology teams to align customer growth strategies.
Influence enterprise-level decisions related to customer experience, personalization, and retention.
Lead and develop a high-performing team focused on loyalty and retention marketing.
Manage agency and vendor relationships as needed.
Present performance updates, strategic recommendations, and growth opportunities to senior leadership.