Manager II Loyalty Promotion

At Stop & Shop, we are dedicated to creating and maintaining a culture where the diverse backgrounds and experiences of our associates are celebrated, and all associates feel they belong and thrive. We work as one team to break down barriers, put the customer first and show that we care for our customers, communities and each other. At Stop & Shop, we're here to feed all of life's moments, and we've made a promise to our customers to help them make the small wins possible every day.

The Loyalty Manager is responsible for leading the development and implementation of an enterprise-wide customer engagement strategy. This position will work with the Director of Loyalty and the Manager of CRM, as well as business leaders across the company, to build out a best-in-class customer experience and loyalty strategy.

RESPONSIBILITIES

• Responsible for all efforts to increase identifiable customers, decrease attrition and increase engagement and satisfaction through the loyalty program.
• Oversees and manages the day-to-day program operations on the new loyalty program for Stop & Shop.
  • Associate training programs
  • In-store materials – register signs, brochures, cards
  • Points conversion
  • Online and app cardholder sign up and points earn/burn experience
• Lead various work streams within loyalty. Work streams may include, but are not limited to, technology and data infrastructure, test and measurement, operating processes and marketing campaign execution.
• Partners cross-functionally to execute tactics and loyalty campaigns that deliver value and increase value perception among cardholders. 
• Collaborates with marketing and merchandising to evaluate campaign effectiveness and optimizes the plan based on key learning’s and loyalty industry best practices.
• Manages customized benefits to members throughout their shopping journey which are relevant to any channel they shop in – stopandshop.com, Stop & Shop app or in-store. 
• Writes business requirements for product enhancements and partner with Technology to bring those enhancements to life.
• Serve as the ongoing liaison between business and Technology to create product and user experience solutions (i.e., buy 10 bags of dog food online, get the 11^th free).
• Partners with brand marketing team to share product learnings and collaborate on marketing activities.
• Design and improve customer service processes to ensure a customer-first approach when members have questions or concerns.
• Benchmark competitors and partner with Insights to conduct customer research and quantitative studies.
• Leads cross-functional initiatives and teams related to enhancing Stop & Shop’s loyalty capabilities.
• Communicate progress regularly through informal and formal presentations; provide insights and recommendations to brand teams and Executive Leadership.
• Influences cross-functional partners to act and adopt new approaches when needed.
• Partners with RBS to maintain the customer loyalty database, including hygiene, auditing for accuracy and integration of new data elements.
• Partners with internal resources to develop customer segment plans that include tactics for prospect acquisition, new customer onboarding and loyal customer marketing.
• Partners with operations to continually develop efficient and effective ways to support the in-store growth and retention of loyalty customers and to ensure the flawless execution of loyalty initiatives at store level.
• Interacts with internal business partners and is a key contact with marketing planning, 3rd parties and DiPLA.
• Continuously partners with merchandising to keep abreast of new and ongoing products and programs.

REQUIREMENTS

8+ years of experience working on a loyalty program.
A collaborative partner who demonstrates empathy and actively works together to solve problems.
Comfortable working with ambiguity and change.
Must be able to work in a fast-paced environment and willing to roll up your sleeves.
Bachelor's Degree in Marketing/MBA preferred.
Retail experience preferred.

Must be in the Quincy office 3 days a week

The starting salary for this position is $116K and will be commensurate with experience as well as internal equity.

Stop & Shop is an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law.