Consumer Engagement & Loyalty Manager

HF Sinclair•Dallas, UT

3d•Onsite

About The Position

It's an exciting time to join the HF Sinclair Marketing Team in our Retail Fuels Division. Over the last 110 years, we have grown to over 1,800 Sinclair sites and have an ambitious growth plan to continue growing significantly over the coming years. HF Sinclair is seeking an experienced and customer-focused Consumer Engagement & Loyalty Manager to lead the development, execution and optimization of consumer engagement strategies that drive customer acquisition, loyalty participation, retention, and lifetime value. This role is responsible for managing Sinclair's consumer engagement ecosystem, including loyalty initiatives, CRM programs, customer lifecycle marketing, DINOPAY engagement, mobile app marketing, consumer promotions and customer research programs. The Consumer Engagement & Loyalty Manager will serve as the primary liaison between internal marketing teams, technology partners, loyalty vendors, and agency partners to ensure all engagement initiatives and offers align with brand, business and growth objectives. This role combines strategic leadership with hands-on management of consumer engagement programs, loyalty performance and consumer experience optimization.

Requirements

7+ years of professional marketing experience.
5+ years of experience in loyalty marketing, CRM, customer engagement, retention marketing, or lifecycle marketing.
Bachelor's degree in Marketing, Business Administration, Communications, Customer Experience, or a related field.
Consumer Engagement Strategy
Loyalty Program Management
Loyalty & Rewards Platforms
CRM & Lifecycle Marketing
Customer Segmentation & Personalization
Marketing Automation
Customer Journey Mapping
Consumer Research & Voice of Customer
Performance Analytics & Reporting
Agency & Vendor Management
Project Management
Budget Management
Data Analysis & Performance Optimization
Cross-Functional Collaboration
Strategic Thinking & Problem Solving
Competitive Analysis & Loyalty Strategy Development
Business & Financial Acumen
Customer Experience (CX), UI/UX, and Consumer Journey Design
Executive Presentation & Communication Skills
Proven experience developing and managing customer engagement or loyalty programs that deliver measurable business results.
Experience utilizing customer data, segmentation, and personalization strategies to improve marketing performance.
Experience managing CRM and marketing automation platforms.
Experience developing customer lifecycle journeys and engagement strategies.
Experience managing agencies, technology vendors, and third-party partners.
Experience utilizing analytics tools and customer insights to inform decision-making.
Experience developing reporting dashboards and translating customer data into actionable business recommendations.
Experience collaborating with cross-functional marketing, technology, operations, and business teams.
Experience working with franchise, distributor, dealer, or multi-location retail business models.
Experience evaluating and enhancing loyalty program structures, rewards strategies, and customer value propositions.
Experience developing competitive analyses and translating market insights into loyalty program enhancements.
Experience managing customer engagement platforms or loyalty technology providers such as Punchh, ParTech, Paytronix, Salesforce Loyalty Management, or comparable platforms

Nice To Haves

Experience in petroleum products, convenience retail, consumer packaged goods, hospitality, restaurant, retail, or franchise organizations.
Experience with Salesforce Marketing Cloud, Salesforce CRM, Qualtrics, or similar customer engagement platforms.
Experience leading loyalty programs, customer rewards programs, or membership-based initiatives.
Experience with mobile app engagement and digital customer experiences.
Experience managing credit card, payment, or financial-services-related marketing partnerships.
Experience leveraging customer research and Voice of Customer programs to improve business performance.
Salesforce Marketing Cloud
Salesforce CRM
Qualtrics
Mobile App Engagement Strategy
Customer Data Platforms (CDP)
Marketing Automation Platforms
Consumer Insights & Research Methodologies
Agile Methodology and Ways of Working
Customer Experience (CX) Strategy
Gamification, loyalty engagement mechanics, contests, and promotional program development.
Experience with loyalty economics, offer optimization, and customer lifetime value (CLV) modeling.

Responsibilities

Develop and execute comprehensive consumer engagement strategies that support consumer acquisition, retention, frequency and loyalty objectives.
Lead the strategic direction and growth of Sinclair's loyalty ecosystem and consumer engagement programs.
Manage consumer lifecycle marketing initiatives, including acquisition, onboarding, activation, retention, and win-back campaigns.
Lead CRM strategy, segmentation, personalization, and automation efforts across email, SMS, mobile app, push notifications, and emerging communication channels.
Serve as the business lead for consumer loyalty platforms, including DINOPAY and future customer engagement technologies.
Collaborate with Digital & Social Media Marketing, Brand Marketing, B2B Marketing, Operations, IT, and Analytics teams to deliver integrated customer experiences.
Develop and manage customer offers, promotions, and loyalty initiatives that drive engagement and incremental revenue.
Lead customer research, Voice of Customer and consumer feedback programs to identify insights and opportunities for improvement.
Partner with analytics teams to measure loyalty effectiveness, customer behaviors, engagement trends and program ROI.
Establish and monitor loyalty and consumer engagement KPIs, providing regular reporting, insights, and recommendations to leadership.
Manage relationships with loyalty vendors, CRM partners, financial services partners, agencies, and other third-party providers.
Support the development and execution of co-branded credit card programs, gift card initiatives, and partner-funded promotional opportunities.
Identify and evaluate emerging loyalty technologies, customer engagement trends, and personalization opportunities.
Coordinate customer engagement support for promotions, sponsorships, new product introductions, loyalty activations, and brand campaigns.
Create and maintain dashboards, performance reports, campaign recaps, and executive summaries related to loyalty and customer engagement activities.
Support testing and optimization efforts across loyalty platforms, CRM communications, offers and customer journey touchpoints.
Develop and maintain a multi-year loyalty program roadmap, identifying new capabilities, features, offers, partnerships and enhancements that drive customer acquisition, retention, and engagement.
Monitor competitive loyalty and rewards programs, fuel discount strategies, and consumer engagement trends to recommend program enhancements and maintain marketplace competitiveness.
Partner with pricing, payments, and commercial teams to align loyalty offers, discount strategies, and customer value propositions with business objectives.
Collaborate with Sinclair distributors, marketers, and sales to support loyalty adoption, program participation, and customer engagement across the network.
Lead the evolution of mobile app engagement capabilities, including gamification, contests, partner offers, and new customer experience features.
Special assignments or tasks assigned to the employee by their supervisor, as determined from time to time in their sole and complete discretion.