Director, Loyalty

Macy's•Long Island City, NY

About The Position

Bloomingdale’s Loyallist program connects the business to some of the most distinctive customers in American retail — high-spending, high-frequency, and deeply brand-affiliated across the program’s tiers. The Director of Loyalty owns the strategy that deepens that relationship: tier architecture, benefit design, enrollment and penetration growth, and the program roadmap that turns membership into a durable competitive advantage. This is a growth leadership role with direct economic accountability. The Director models and defends the lifetime-value impact of every program decision, owns the member-growth agenda, and ensures loyalty operates as a connected piece of the customer lifecycle alongside credit and CRM. The mandate is evolution: build on the strong Luxe foundation, bring disciplined economics as the input, and elevate the experience to a standard worthy of the Bloomingdale’s customer.

Requirements

8+ years in loyalty, CRM, or customer marketing, with direct ownership of a program; premium, luxury, or specialty retail experience is a strong advantage.
A demonstrated track record growing a tiered loyalty program — enrollment, penetration, retention, and member spend.
Fluency in customer economics: LTV, tier migration, churn and reactivation, breakage, and points liability.
Experience owning or closely partnering on a loyalty platform and its roadmap, including the data integrations that make a program intelligent.
Strong analytical partnership skills — the ability to work with measurement and analytics teams to build, defend, and act on a business case.
Team leadership and the maturity to operate inside a matrixed enterprise structure, influencing partners you do not control.
An editorial and brand sensibility appropriate to a discerning, high-value customer — program decisions should feel considered, not transactional.

Responsibilities

Own the Loyallist program end-to-end — the strategy, the multi-year evolution roadmap, and the case for investment behind it.
Set the annual and seasonal benefit calendar, ensuring Loyallist moments are differentiated, brand-worthy, and commercially effective.
Define the program’s role as a growth and retention engine, with clear targets for enrollment, penetration, retention, and member spend.
Own tier structure, earn-and-burn mechanics, and the benefit architecture across tiers — designing for both customer value and program economics.
Evolve the top-tier experience in partnership with Client Development, treating the most valuable members as a distinct, high-touch audience.
Design benefits funded intelligently — balancing margin, vendor co-investment, and credit contribution rather than discount alone.
Own the strategy to grow enrollment, deepen tier penetration, and increase the share of sales transacting through the program.
Build the enrollment funnel across store, site, app, and associate-assisted channels — reducing friction and lifting capture at the point of intent.
Develop tier-migration and reactivation strategies that move customers up the value curve and recover lapsing members.
Own the financial model of the program — LTV impact, breakage, points liability, and the cost-to-serve of each tier and benefit.
Build the business case for program investment with the rigor that earns C-suite confidence, modeling the return on tier upgrades, benefit enhancements, and enrollment growth.
Partner with the measurement function on the segmentation and LTV framework so the program is built around customer lifetime economics, not transaction frequency alone.
Set requirements for the loyalty technology roadmap with Head of Product & Technology Strategy — the platform capabilities, data integrations, and member-facing experience required to run a modern program.
Set the requirements that connect loyalty data into CRM, paid media, and clienteling so program membership informs every customer touchpoint.
Establish the operating standards, reporting, and governance that make the program run reliably season over season.
Connect the program to the in-store relationship — ensuring loyalty status and member intelligence reach selling associates and client advisors.
Partner with stores and Client Development to design one connected clienteling and member strategy across human and digital outreach.