Director of Loyalty: Secaucus, NJ

Our client is looking for a dynamic loyalty leader to develop, drive and grow a world class loyalty program supported by personalized and targeted customer communications.

The Director of Loyalty will have responsibility for evolving, implementing, and managing the loyalty program, collaborating with both internal and external partners. This includes all aspects of the loyalty marketing strategy including member lifecycle management; value proposition; messaging and creative platform; engaging with VSI agencies; digital, direct, and database marketing; e-marketing; promotions & sweepstakes; loyalty/reward acquisition, engagement and retention


  • Develop the multi-year loyalty roadmap, including customer journey, benefits, P&L, and marketing communications
  • Drive new and dynamic initiatives to existing base of members while reaching out to new prospect members through creative marketing initiatives
  • Deliver a point of view on best-in-class marketing and loyalty programs, technologies, etc. based on customer insights, customer-level testing and analytics and market and competitive data with the goal of driving incremental customer loyalty and financial value
  • Provide direction for KPI and dashboard development for executive leadership while also leveraging the loyalty data to make the benefits increasingly personalized over time
  • Partner with cross functional teams to implement best practices on loyalty program management
  • Be the brand voice and advocate when managing all third party relationships required to execute the loyalty program
  • Provide product and community development roadmap definition and requirements to the Digital Product Management for development. Serve as a key stakeholder in the review process.
  • Conceptualize and launch new digital marketing platforms from business case development, user story creation, prototyping and piloting, through global activation
  • Define and execute go-to-market strategies for the loyalty program
  • Guide marketing channels on loyalty communication strategies to ensure that retention needs are integrated into appropriate communications and marketing channels and plans (i.e., website, email, mobile)
  • Become customer expert, utilizing data/analytics and marketing technology platforms to drive actionable insights about customer segments
  • Manage all internal and external communication around program performance, including executive recaps, hind sights and quarterly business reviews
  • Collaborate with IT to develop an appropriate capital budget investments to support and grow the program
  • Engage with FP&A to deliver updated monthly and annual budget estimates and forecasts. Provide ongoing monthly updates of reward distribution and redemption
  • Develop and update the expense budget necessary to support ongoing customer engagement


  • Bachelor's Degree in Marketing or related field, with a focus on loyalty or CRM Marketing from a consumer driven industry (e.g travel, credit card, retail, etc.)
  • Proven understanding of retail merchandising and the ability to translate merchandising efforts into meaningful email campaigns.
  • Experience with various loyalty and CRM marketing platforms, solutions and tool.
  • Proven multi-channel marketing experience with heavy emphasis on online and direct to consumer
  • Deep experience with customer-event-driven, personalized campaigns
  • Ownership of channel performance reports and CRM/loyalty dashboards
  • Well-versed with Direct Mail, Email/Digital Service Providers, SMS/Mobile Push platforms, Predictive Analytics/Retention Marketing Platforms and Web Analytics
  • Effective in driving vendor partnership to maximum value of platform and service
  • 10 years of relevant experience in the design, implementation, and day-to-day management of database and loyalty marketing programs in a large consumer facing enterprise
  • Strong leadership skills, especially in a highly cross-functional environment
  • High degree of comfort moving seamlessly between problem-solving creativity and data analysis
  • Strong strategic thinker with the ability to translate primary customer insights and analytical learnings into effective tactical marketing strategies/programs.
  • Exceptional people manager, driving growth and high performance in individuals and teams
  • Relentless, creative, scrappy problem solver
  • Poise and capability in presenting to executives
  • Can-do, positive infectious attitude and leadership style




Competitive salary range commensurate with education and experience.

Please apply directly to Courtney by sending your resume in Word format to: Please list your subject line as: "Director of Loyalty Candidate: (Your Name)"