This person will play a key role in managing and executing loyalty offer strategies. They will be responsible for overseeing offer lifecycle managementsuch as creating new offers, managing program enrollments and un-enrollments, handling tier escalations, and conducting comprehensive end-to-end testing. This role will collaborate closely with cross-functional teams, including Merchandising, Credit Services, and Pricing, to ensure seamless execution of various offer types. This person will work in partnership with the Loyalty Product and Marketing teams to support program initiatives and drive customer engagement. The day-to-day responsibilities include the following:
70% Offer Management Execution: Lead the creation, configuration, and execution of promotional and loyalty offers within the offer management system. Collaborate with cross-functional teams to ensure offers align with business objectives, are accurately implemented, and deliver a seamless customer experience. Monitor offers performance and troubleshoots issues to ensure timely and effective resolution.
20% Process Improvement and Optimization: Continuously evaluate existing operational workflows related to offer management and customer support. Identify inefficiencies, recommend enhancements, and implement process improvements to streamline execution, reduce manual effort, and improve overall accuracy and scalability. Collaborate with cross-functional stakeholders to document best practices and drive adoption of optimized procedures.
10% Tool and Platform Enhancement Recommendations: Partner with the direct manager and Product teams to assess current tools and platforms used in loyalty operations. Analyze user feedback and operational pain points to identify areas of friction in the user experience. Provide data-driven recommendations to enhance functionality, improve usability, and support long-term scalability of internal systems.
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Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.