Loyalty Program Manager
JOB SUMMARY
Smith Entertainment Group is seeking a Loyalty Program Manager to oversee the SEG’s company-wide loyalty program, which includes the Utah Jazz, Utah Mammoth, and Delta Center. The role focuses on driving fan acquisition, retention, and engagement through strategic planning, vendor management, and performance optimization.
DUTIES & RESPONSIBILITIES
Own the loyalty product roadmap, including season-to-season plans, requirements, and priorities across various platforms.
Manage the loyalty program operating cadence, including calendars, promotions, tiers, milestones, earning rules, rewards strategy, and redemption experiences.
Ensure the program is user-friendly and consistent across different touchpoints.
Manage loyalty vendors and marketing technology partners, ensuring timely timelines, integrations, support, platform configuration, QA, troubleshooting, and ongoing improvements.
Coordinate with internal teams such as marketing, digital/product, partnerships, ticketing, community/youth, operations, analytics, and others.
Execute loyalty initiatives consistently and align with the fan journey.
Build and activate sponsor-ready loyalty packages, including challenges, rewards, offers, and trackable activations.
Support partner execution and provide clean tracking, reporting, and recaps for internal and external teams.
Measure and optimize loyalty performance, adjusting mechanics, messaging, offers, rewards, and fan journeys based on data.
Collaborate with CRM and lifecycle marketing teams to support onboarding, reactivation, progression, and retention journeys.
Use loyalty signals and segmentation to enhance fan communication.
Translate business goals and fan needs into clear requirements, priorities, timelines, and deliverables.
Communicate program updates, performance insights, upcoming launches, risks, and needs to internal stakeholders.
Contribute to a collaborative, transparent, and action-oriented team environment.
COMPETENCIES
Collaborative – Builds strong partnerships and works across teams to achieve shared objectives.
Communication – Clearly communicates with internal and external stakeholders and vendors.
Strategic Mindset – Connects loyalty strategy to business goals, fan behavior, and long-term program growth.
Action-Oriented – Takes initiative, moves work forward, and operates with urgency, energy, and accountability.
Ensures Accountability – Owns outcomes, follows through on commitments, and keeps teams aligned on priorities and deadlines.
Product Minded – Manages digital programs through roadmaps, requirements, prioritization, testing, launch, and optimization.
Data-Informed – Uses performance data to identify opportunities, make recommendations, and improve results.
Manages Complexity – Organizes multiple stakeholders, systems, integrations, campaigns, and priorities.
Curiosity with New Tools – Willing to learn and responsibly use new marketing, AI, and technology tools to improve workflows and outcomes.
QUALIFICATIONS
4+ years of experience in loyalty, CRM/lifecycle marketing, digital product, retention marketing, growth marketing, or a related field.
Sports, entertainment, ticketing, venue, or live event experience is a plus.
Proven experience managing vendors and cross-functional stakeholders to deliver integrated digital programs.
Strong understanding of mobile apps and digital ecosystems.
Experience translating fan, customer, or business needs into requirements, roadmaps, priorities, and execution plans.
Comfortable with data and measurement, including building dashboards, recaps, performance reports, and optimization recommendations.
Experience supporting lifecycle marketing, CRM segmentation, email, SMS, push, or personalized fan journeys preferred.
Experience working with sponsorship, partner activations, rewards, offers, or measurable promotions preferred.
Clear communicator who can align internal teams and external partners on scope, priorities, timelines, risks, and outcomes.
Strong organizational skills and attention to detail.
Ability to work under tight deadlines and manage multiple projects at once.
Positive attitude and team-oriented mindset.