Director, Global and US Loyalty

Levi Strauss & Co.•San Francisco, CA

4d•$167,300 - $245,400•Hybrid

About The Position

Levi Strauss & Co. is seeking a strategic, commercially minded and customer-focused Director of Global & US Loyalty to help transform the Levi's® RedTab program into a brand-led growth engine. Reporting to the Vice President of Global Loyalty within the Marketing organization, this role will own the development and ongoing evolution of the global RedTab loyalty strategy, value proposition, program design and roadmap. The Director will define how RedTab creates differentiated value for more than 50 million members globally through benefits, access, community and experiences that deepen engagement with the Levi's brand. The Director will also own loyalty strategy, performance and operations in the US. This role will manage the US Loyalty Operations team and work cross-functionally with the US Commercial team across both E-Com and Retail, Product Management/Technology and Data Analytics.

Requirements

Bachelor's degree in Marketing, Business, Strategy or a related field; MBA or advanced degree preferred
10+ years of experience in loyalty, membership, customer strategy, CRM or a related consumer-growth field
Significant experience leading large-scale, enterprise-wide initiatives and cross-functional teams.
Proven track record designing, a major loyalty or membership program within retail, apparel, consumer, or a related industry
Strong understanding of loyalty economics, customer lifetime value, incrementally, rewards, liability and program business cases
Convert strategy into program designs, roadmaps, business requirements and execution plans
Experience partnering with Marketing, Digital Product, Technology, Retail, Finance and Analytics teams
Strong commercial judgment and the ability to balance customer value, brand differentiation and financial return
Exceptional stakeholder management, including experience presenting recommendations to senior executives
Applicants must be legally authorized to work in the United States at the time of hire and must not require current or future employment visa sponsorship.
Candidates with an existing H-1B visa that is eligible for transfer may be considered.

Nice To Haves

MBA or advanced degree preferred

Responsibilities

Own the development and ongoing evolution of the global RedTab loyalty strategy in partnership with the Vice President of Global Loyalty.
Establish the priority member segments, behaviors and moments where loyalty can create the greatest customer and commercial value.
Translate consumer and performance insights into clear strategic choices / recommendations.
Stay abreast of customer trends, competitor developments and emerging technologies to inform the loyalty strategy.
Own the global RedTab value proposition and lead its ongoing evolution.
Define the global program architecture, including membership structure and benefits.
Evolve RedTab beyond transactional rewards through differentiated access, content, and experiences.
Establish global program standards and guardrails while enabling appropriate regional relevance.
Build and scale new benefits, partnerships and member experiences that reinforce the Levi's brand and drive member engagement.
Own the US loyalty strategy, operating plan, priorities and performance targets.
Establish plans to grow active membership, engagement, retention, purchase frequency and customer lifetime value.
Lead US activation of RedTab across ecommerce, retail, marketing campaigns and key commercial moments.
Oversee US program operations, including enrollment, benefits, offers, rewards, member servicing and issue resolution.
Partner with the Global and USCA CRM team to deliver integrated member journeys and communications.
Own US loyalty performance reviews and recommend actions to improve program productivity and return on investment.
Lead and develop teams and deliver through a complex, global and matrixed organization.
Partner with Finance and Analytics to evaluate loyalty economics, business impact and investment decisions.
Establish KPI frameworks and performance reporting across markets.
Lead the global loyalty governance process and operating rhythm, ensuring alignment across geographies.
Establish clear roles and accountabilities across global and regional loyalty initiatives.
Partner with regional teams to incorporate local needs, share best practices and scale successful innovation.
Define the end-to-end RedTab member experience and partner with Digital Product and Technology to deliver scalable loyalty capabilities across stores, ecommerce and owned channels.