Loyalty & Customer Engagement Manager

True North Energy • Brecksville, OH

3d

About The Position

The Loyalty & Customer Engagement Manager grows and strengthens the Company's relationship with its customers through loyalty, CRM, customer data, personalized engagement, and targeted communications. The role owns the Company's loyalty strategy and customer engagement programs, focusing on customer acquisition, active membership, retention, frequency, and overall customer value. It uses customer data, analytics, market insights, and campaign performance to develop personalized experiences that drive engagement and revenue growth.

The position partners closely with the Digital Marketing & Brand Strategy function to align customer communications with the Company's brand, and collaborates across the organization to continuously improve the customer experience. It is primarily office-based, with regular interaction with cross-functional teams, vendors, and Company locations. The role may involve retail and event environments, occasional evening and weekend work, and occasional travel, including overnight travel.

Requirements

• Strong knowledge of customer engagement, loyalty, CRM, segmentation, personalization, and direct marketing strategies.
• Strong analytical skills and ability to translate customer data and insights into actionable marketing strategies.
• Demonstrated ability to develop targeted campaigns and customer communications across email, SMS, app, and other digital channels.
• Strong understanding of customer acquisition, retention, frequency, and lifecycle marketing.
• Strong creative storytelling and brand development capabilities.
• Strong communication, project management, and cross-functional collaboration skills.
• Ability to interpret campaign and customer engagement metrics and make performance-based recommendations.
• Experience developing scalable marketing processes, frameworks, and measurement models.
• Proficiency in Microsoft Office, CRM, loyalty, analytics, and digital marketing platforms.
• Experience developing and managing campaigns through email, SMS, mobile applications, or similar channels.
• Experience with customer analytics, segmentation, personalization, and campaign measurement.
• Ability to work primarily in an office environment and use a computer and other office equipment for extended periods.
• Ability to occasionally lift or carry materials weighing up to 25 pounds.
• Ability to travel to Company locations, meetings, and events as needed.

Nice To Haves

• Bachelor's degree in Marketing, Business, Communications, or a related field.
• Retail, convenience, consumer, or multi-location experience.

Responsibilities

• Own loyalty strategy and initiatives to increase enrollment, active membership, engagement, retention, customer frequency, and overall program value.
• Develop and implement loyalty and customer engagement strategies to acquire new customers, retain existing customers, increase visit frequency, and drive revenue.
• Own CRM strategy, customer segmentation, targeting, personalization, and customer data utilization.
• Develop and manage customer communications through loyalty, email, SMS, app, and other direct customer channels, including promotions, product launches, seasonal campaigns, and targeted offers.
• Analyze customer behavior, loyalty activity, campaign performance, redemption, frequency, and other customer metrics to identify opportunities and inform marketing decisions.
• Use data, analytics, and market insights to optimize customer engagement strategies, campaign effectiveness, and marketing ROI.
• Monitor customer feedback and engagement trends, partnering with the Digital Marketing & Brand Strategy function to identify customer sentiment, recurring themes, and opportunities to improve the customer experience.
• Establish and maintain measurement frameworks and reporting for loyalty and customer engagement initiatives, and communicate results, insights, and recommendations to Marketing leadership.
• Build scalable processes, tools, and frameworks that support growth of the Company's loyalty and customer engagement capabilities.
• Partner with Operations, Merchandising, Finance, vendors, and other stakeholders to align and effectively execute customer initiatives.
• Monitor customer, market, and industry trends and recommend opportunities to strengthen customer engagement, loyalty, and revenue.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager