Loyalty & Customer Engagement Manager

truenorth•Brecksville, OH

1d•Onsite

About The Position

The Loyalty & Customer Engagement Manager, in the Marketing department, is responsible for growing and strengthening the Company’s customer relationships 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. The manager uses customer data, analytics, market insights, and campaign performance to develop targeted, personalized experiences that drive engagement and revenue growth. The role partners closely with the Digital Marketing & Brand Strategy function to align customer communications with the Company’s brand and collaborates across the organization to improve the customer experience. The position reports to the Vice President, Retail and is classified as exempt under FLSA. The position is primarily office-based, with regular interaction with cross-functional teams, vendors, and Company locations. It may include exposure to retail and event environments, and occasional travel—including overnight travel—to Company locations, meetings, and events. Occasional evening and weekend work may be required.

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.
Three to five years of experience in loyalty, CRM, customer engagement, lifecycle marketing, digital marketing, or a related field.
Experience developing and managing campaigns through email, SMS, mobile applications, or similar channels.
Experience with customer analytics, segmentation, personalization, and campaign measurement.

Nice To Haves

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

Responsibilities

Own the Company’s loyalty program strategy and initiatives to increase enrollment, active membership, engagement, retention, customer frequency, and program value.
Develop and implement strategies using loyalty and customer engagement capabilities to acquire 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 and partner 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; communicate results, insights, and recommendations to Marketing leadership.
Build scalable processes, tools, and frameworks to support growth of the Company’s loyalty and customer engagement capabilities.
Partner with Operations, Merchandising, Finance, vendors, and other stakeholders to align and execute customer initiatives.
Monitor customer, market, and industry trends and recommend opportunities to strengthen customer engagement, loyalty, and revenue.