Customer Engagement and Loyalty Specialist

Meijer•Grand Rapids, MI

1d•Onsite

About The Position

As a family company, we serve people and communities. When you work at Meijer, you’re provided with career and community opportunities centered around leadership, personal growth and development. Consider joining our family – take care of your career and your community! Works closely with key marketing, merchandising, and analytics & cross-functional teams to develop the strategy, plans, processes, training, and communication to enable the various applications of customer lifecycle, personalization, and customer experiences. The role is key to growing and evolving customer loyalty, personalized campaigns and driving business outcomes for Meijer. Working with key vendors and service providers to deliver relevant content, value, and services. This includes working with our Analytics team to conduct analysis and form insights to grow acquisition, retention, and household sales growth, resulting in profitable sales and more trips to our stores. Marketing campaign development will include methods of traditional and digital communications. Responsible for working closely with key partners in Operations, IT, and Marketing to develop differentiated personalized experiences to make shopping easier, more engaging, resulting in deeper customer loyalty and meaningful interactions with our store environment and Team Members. Additionally, the role involves defining customer lifecycles and program strategy, measuring, evolving, and optimizing in partnership with category and analytics teams. It also includes expanding the scope and offering of current personalized programs, developing stories and value proposition tied into our lifecycle model, managing the relationship with analytics on business rules, budget management, allocation, optimizations, and reporting, and leading vendor investment conversations with support from the team.

Requirements

Bachelor’s degree in Marketing, Master’s degree preferred.
3+ years of Marketing experience, specifically in Direct, Targeted, Digital, Loyalty, Personalization, and various Customer Engagement programs.
CRM experience strongly preferred.
Experience in working with teams and cross-functional partner relationships.
Ability to help form strategic marketing campaigns and plans.
Experience in traditional and digital marketing methods, systems.
Strong presentation skills, comfort leading cross-functional projects.
Strong organizational, planning, and time management skills with the ability to prioritize multiple/competing projects and assignments.
Knowledge of customer segmentation and methods.
Identify areas for improved efficiencies and best practices.
Strong business acumen.
Able to help manage budgets and support fiscal planning processes.
Innovative and thought contributor toward digital, loyalty, and personalization.
Able to operate independently without bypassing partner collaboration.
Proven ability to lead key projects.
Ability to present and interact effectively at all levels of leadership.
Can lead within cross-functional work teams and effectively represent the strategies, plans, and roadmaps.
Advanced skills in Microsoft Tools.
Proficient in math and analytic methods.

Responsibilities

Define customer lifecycles and program strategy, measuring, evolving, and optimizing in partnership with category and analytics teams.
Expand the scope of personalized programs, developing stories and value proposition tied into our lifecycle model.
Manage the relationship with analytics on business rules, budget management, allocation, optimizations, and reporting.
Lead vendor investment conversations with support from the team.
Oversee execution of lifecycle strategy and customer experience, defining various customer lifecycles, criteria, and qualifications for each lifecycle and stages within.
Partner with the Category team on business rules and objectives to apply to HH allocation strategy.
Track and report measurement.
Develop and execute marketing campaigns for customer engagement & loyalty programs consistent with Meijer brand strategies.
Develop the plans, design, approach, communication, and measures of multiple targeted marketing programs across a variety of customer segments; this will include leadership through all program phases, including financial modeling, process creation, testing, piloting, and scale-up.
Work with marketing and merchandising leadership to improve the effectiveness of our personalized programs, to ensure maximum value and ROI is achieved.
Engage with the Digital User Experience team to leverage the personalization tool investments to create seamless, differentiated, and simplified shopping interactions for customers and team members through our store and digital shopping experiences.
Develop internal and external communications, change management programs, training, and education for new feature enhancements.
Develop and prioritize programs for growing customer acquisition, household sales growth, and retention, leveraging our customer data and research insights.
Identify consumer, market, and technology trends to position Meijer as a leader in the marketplace.
Assess competitive and market threats and provide thought leadership toward innovation, methods, and approaches to keep Meijer relevant to our customers.
Support and prepare campaign financial budgets, cost projections, and acquisition forecasts for marketing programs.
Conduct marketing program analysis to effectively measure member engagement and generate insights for growing acquisition and incremental sales.
Report the results by activity type, store, market, and level of effectiveness through written or oral presentations.
Mentor and coach others relative to the effective use of Customer Engagement and Loyalty programs, tools, and methods.
Identify opportunities and challenges for market activity through discussions and analysis of data.