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Sr Director, Loyalty (Program Strategy / Implementation)

Atlanta, GA 30342 | Work from home flexibility

Posted: 04/24/2023 Industry: Professional Non-Technical Job Number: 36999

Job Description

Are you an experienced Sr Director, Loyalty? If so, let’s talk!
Exciting opportunity for a Sr Director of Loyalty to drive the strategy and implementation of Loyalty Programs for a leading multi-brand company in Atlanta, GA! 

This is a direct hire position that offers excellent benefits, 401K (with match), a great culture, career growth and the opportunity to play a key role across the organization! Candidates local to Atlanta are preferred and must be able to be onsite 3 days a week (Tuesday, Wednesday, Thursday). Will also consider non-local candidates who are able to travel monthly with the expectation of relocating within 6-12 months (relocation package available).  

As the Senior Director of Loyalty, you will spearhead and facilitate the development and implementation of best-in-class Reward Loyalty programs across multiple brands that will lead to increased program size and per-member incrementality, while also balancing the cost of the program. 

Program Strategy:
  • Define holistic program strategy
  • Establish a long-term vision, strategy, and tactics for the current Loyalty programs
  • Refine position and branding of loyalty program
  • Manage pipeline and roadmap of program innovation
  • Continue to foster innovative loyalty design initiatives (e.g., pilot new design options)
  • Monitor loyalty landscape across key competitors and cross-industry exemplars
Customer and franchisee experience:
  • Understand and manage program fundamentals and benefits for the Franchisee/Owners
  • Construct and manage an easy to understand and use Customer Loyalty experience
  • Ensure loyalty team liaises with digital product team and operational stakeholders
Program economics:
  • Manage overall program budget and allocation across loyalty levers and customer segments
  • Liaise with Finance for budgeting and reporting

Relationship Management:
  • Builds and nurtures effective working relationships with brand teams, franchisees, cross-functional teams, distributors and vendors to translate Loyalty program strategic plans into collaborative action.
  • Interfaces with industry colleagues, professional organizations, brands, to develop growth strategies and expand networking opportunities.
  • Performs other duties as assigned
  • Conforms with all corporate policies and procedures
Required Experience:
  • 6+ years experience Loyalty Program Management experience
  • Direct experience and understanding of full cycle Loyalty Programs including the financials and economics behind them 
  • Experience in the strategy, build, and implementation  of Loyalty programs
  •  Solid understanding of Loyalty Currencies (rewards, points, coupons, etc)  along with the cost and how they fit into the structure
  • P&L forecasting and management experience
  • Experience managing multiple people in a matrixed environment 
  • Experienced project management skills, including ability to manage details through to completion and ensure project deadlines are met
  • Strong marketing and loyalty program background and experience
  • Strong organizational, leadership, and people skills
  • Excellent written and verbal communication skills, with the ability to condense complicated and niche program results/strategy for ease or comprehension to cross-functional peers, executive leadership and external partners, earning alignment and driving action around program initiatives and results.
  • Ability to effectively manage and professionally develop direct reports in a way that builds trust, confidence and inspires
  • Ability to analytically/statistically evaluate the business results to prioritize and recommend strategic initiatives that drive OKRs
  • Complex problem-solving skills combined with strategic decision making that includes an expert understanding of the business (business acumen)
  • Ability to provide actionable recommendations with detailed business cases, develop implementation plans, and provide effective change leadership to enhance quality, efficiency and overall effectiveness
  • Ability to find, understand, develop and maintain positive business relationships (e.g., Franchisees, 3rd party distributors/vendors, other departments, etc.) that foster an environment of mutual respect, understanding, trust, and collaboration
  • Ability to adapt and adjust planned work through analyzing work demands, competing priorities, and tight deadlines within parameters of the organizational structure, processes, systems, and policies
  • Expert ability to present to key stakeholders in a condensed, relevant and compelling manner
  • Highly organized with the ability to work and lead a team independently/remotely
  • Proficient in Microsoft Office Suite - especially presentation programs (PowerPoint) and basic spreadsheets (Excel)
  • Ability to identify message points for presentations and appropriate opportunities to share those messages with all constituent groups
  • Ability to work well under pressure and effectively handle multiple, concurrent demands and appropriately prioritize responsibilities
  • Ability to think conceptually and work independently
  • Attention to detail and commitment to excellence
  • Absolute discretion and confidentiality regarding sensitive information
  • Ability to advocate and implement professional development for self and others, including adherence to organization’s standards for performance feedback
  • Ability to synthesize data with opportunities to identify strategic and tactical solutions
  • Ability to collaborate with others and act in an objective manner in order to stay on track towards accomplishing organizational goals
  • Bachelor's degree in Marketing, Business Administration, Communications, Finance, or related field (required), Master’s degree a plus
Preferred Experience: 
  • B2C, Retail, restaurant, food, hotel, airline or beverage experience
  • Change Management experience

Job Requisition #36999    #LI-DK1

A reasonable estimate of the pay range for this role is $160,000 - $190,000 per year.

The disclosed pay range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.  The compensation decisions are dependent on the facts and circumstances of each case, such as skills and experience levels.

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APC is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, genetics, or veteran status. **California Consumer Protection Act