Director, CRM, Loyalty & Credit Marketing

Maurices-posted 13 days ago

$120,000 - $140,000/Yr

Full-time • Director

Onsite • Duluth, MN

5,001-10,000 employees

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The Director of CRM, Loyalty and Credit Marketing – responsible for leading and evolving our customer lifecycle marketing strategy across key owned programs. This leader will own the development and execution of strategies that drive customer engagement, retention, and lifetime value through data-driven CRM marketing initiatives, loyalty program innovation, and management of the private label credit card (PLCC) and Buy-Now-Pay-Later (BNPL) payment solutions. The ideal candidate will need to work fluidly in a team environment, be a staunch customer advocate, consistently seek deeper customer knowledge, and embody innovative problem-solving. This role will in close partnership with creative, media, stores, IT and agency partners to execute the day-to-day operations of the Loyalty, PLCC, and BNPL marketing programs including email/SMS, direct mail, digital marketing, promotion setup, In store signage collateral and training

CRM Strategy & Execution Develop and lead the CRM roadmap, including campaign planning, automation, and personalization strategies
Partner with channel partners to develop CRM strategy in support of email, direct mail, SMS
Oversee customer segmentation, targeting, and lifecycle marketing to drive engagement and conversion
Partner with analytics and data teams to optimize customer journeys and measure campaign effectiveness
Collaborate with brand and creative teams to ensure messaging aligns with customer behavior and brand voice
Loyalty Program Management Own the end-to-end strategy and operations of the mReward loyalty program to increase customer engagement, frequency, and lifetime value
Evolve program structure, benefits, and communications to deliver a best-in-class loyalty experience
Leverage insights and performance data to inform program enhancement and promotional strategies
Lead cross-functional efforts with IT, stores, digital, and finance to support loyalty integrations and innovation
Private Label Credit Card (PLCC) and Alternative Payment Management Partner with our financial services providers to drive customer acquisition, activation, and usage strategies for the maurices credit card (PLCC) program and Afterpay (BNPL)
Develop integrated marketing strategies that position PLCC as a key value proposition across acquisition, loyalty, and retention campaigns
Develop promotional calendar and communication strategies in support of the maurices credit card and BNPL programs
Monitor and report on program performance, including application volumes, activation rates, usage
Ensure compliance, customer satisfaction, and alignment with brand values in all PLCC and BNPL communications and offers
Measure Program Performance Develop a Test & Learn approach to evaluate program elements and drive innovation
Establish, socialize, monitor, and achieve programs KPIs

Bachelor’s degree in marketing, advertising or communications is preferred
Experience leading, influencing and collaborating with internal and external partners
8+ years of marketing program management experience, with at least 5 years in loyalty, private label credit, or customer engagement platforms.
Strategic thought leader who can develop and execute programs and campaigns that engage members
Attention to detail and strong organizational skills with ability to multitask
Entrepreneurial spirit, a demonstrated sense of urgency and a results-oriented approach. Must have the ability to work under pressure in a highly collaborative, fast-paced environment while being flexible with change
An effective communicator who knows how to inspire teams to do their best work and seeks collaboration to drive toward common goals
Demonstrated experience in establishing long-range objectives and specifying the strategies and actions to achieve them
Strategic thinker, self-motivated and results oriented
Customer obsessed and a staunch advocate

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