Manager, Loyalty Strategy & Customer Growth

About the role

This position offers the opportunity to shape customer loyalty and growth strategies that enhance engagement, retention, and long-term value across membership and subscription programs. You will leverage customer insights, analytics, and cross-functional collaboration to create personalized experiences that strengthen customer relationships and drive business performance.

Responsibilities

• Develop and execute loyalty and customer growth strategies that increase membership acquisition, subscription enrollment, customer engagement, retention, and lifetime value.
• Analyze customer behavior, campaign performance, loyalty metrics, and market trends in partnership with analytics teams to identify growth opportunities and inform strategic decision-making.
• Collaborate with CRM and Digital Marketing teams to design personalized customer journeys, lifecycle marketing campaigns, segmentation strategies, and testing initiatives that improve engagement and conversion.
• Evaluate and enhance loyalty program benefits, rewards structures, promotional offers, strategic partnerships, and overall membership experiences.
• Lead cross-functional initiatives that align marketing, operations, technology, analytics, finance, and business stakeholders around customer growth objectives.
• Develop business cases, strategic recommendations, and performance reports that support loyalty program enhancements and long-term organizational goals.
• Monitor key performance indicators and continuously optimize loyalty initiatives using customer insights, data analysis, and best practices.
• Support innovation by identifying emerging customer trends, competitive opportunities, and new approaches to improving customer satisfaction and program performance.

Requirements

• Bachelor's degree in Marketing, Business Administration, Communications, Analytics, Economics, or a related field.
• 5-8 years of experience in loyalty marketing, CRM, customer engagement, subscription management, lifecycle marketing, business strategy, growth marketing, or a related discipline.
• Strong analytical skills with the ability to translate customer data, business metrics, and market insights into actionable growth strategies.
• Experience managing cross-functional projects and collaborating with diverse business stakeholders.
• Knowledge of customer lifecycle marketing, loyalty programs, customer acquisition, retention strategies, and engagement optimization.
• Strong project management, organizational, and problem-solving skills with the ability to manage multiple priorities.
• Excellent written, verbal, presentation, and stakeholder communication skills.
• Ability to develop business cases, influence decision-making, and present strategic recommendations to leadership.
• A customer-focused mindset with strong attention to detail and a passion for delivering exceptional customer experiences.
• Experience within loyalty programs, subscription businesses, entertainment, retail, hospitality, or other customer-centric industries is considered an advantage.

Benefits

• Competitive compensation with eligibility for a discretionary annual bonus.
• Free movie passes and discounted concessions.
• Generous paid vacation and sick leave.
• 401(k) retirement plan with company matching contributions.
• Summer half-day Fridays.
• Comprehensive medical and prescription coverage with employer contributions.
• Company-paid life and disability insurance.
• Dental, vision, and supplemental life insurance options.
• Additional voluntary coverage, including accident, critical illness, and hospital indemnity insurance.
• Opportunities for professional development and career growth within a collaborative and customer-focused organization.
• Inclusive workplace culture that values diversity, innovation, and employee well-being.