Loyalty Program Director

About the role

The Loyalty Program Director will be the day-to-day owner of the Road Runner Sports VIP Family, customer loyalty program. While the founder is the ultimate owner, this role is the internal champion who obsesses over VIP and pushes it forward every day. This is a true player-coach role.

Key Responsibilities

• Drive VIP membership growth and joins
• Increase purchase frequency and engagement among VIP members
• Improve VIP member satisfaction and renewal rates
• Launch, measure, and learn from pilots and A/B tests
• Spend time in stores to observe and refine the VIP experience
• Align teams around shared VIP priorities and goals

How You’ll Be Measured

• Growth in VIP membership through meaningful joins
• Engagement improvement through increased shopping frequency and benefit usage
• Improvement in VIP member satisfaction and retention/renewal rates

What Success Looks Like in the First 100 Days

• VIP feels more cohesive and intentional across stores and digital channels
• A clear, practical VIP roadmap exists and is actively being executed
• Multiple experiments have been launched, measured, and learned from
• Teams across the company are aligned around what VIP is and where it’s going
• Leadership has clear, data-backed recommendations for next improvements

Ideal Background

• Experience leading loyalty or membership programs
• Subscription business experience
• CRM and lifecycle marketing expertise
• Customer experience or service design background
• Strong analytical and experimentation mindset

Nice to Have

• Omnichannel retail experience
• E-commerce or DTC growth exposure