Herbalife - Los Angeles, CA

posted about 1 month ago

Full-time - Mid Level
Los Angeles, CA
Merchant Wholesalers, Nondurable Goods

About the position

The Manager of Customer Loyalty will lead efforts to design, implement, and enhance the company's customer loyalty program to drive customer engagement, retention, and lifetime value. This role will be responsible for developing a deep understanding of our customers, identifying trends, and crafting strategies to cultivate long-term relationships and brand loyalty. This role is responsible for developing and managing customer retention and loyalty strategies to enhance the overall customer experience. The successful candidate will lead efforts to design and bring to life the Herbalife loyalty program, manage the ongoing execution of the program, analyze customer behavior, and collaborate with cross-functional teams to foster deep customer relationships. The ideal candidate is data-driven, creative, and has a passion for delivering exceptional customer experiences.

Responsibilities

  • Create and manage the Herbalife customer loyalty program, ensuring alignment with overall business objectives.
  • Design incentives, rewards, and engagement strategies to increase customer retention and lifetime value.
  • Define key performance indicators (KPIs) to track program success and continuously improve customer retention.
  • Develop and manage a roadmap for the loyalty program, ensuring alignment with broader business objectives.
  • Analyze customer data to identify trends and create targeted strategies for various customer segments, improving personalized interactions and retention efforts.
  • Collaborate with customer service, marketing, product, and operations teams to optimize customer touchpoints and ensure a seamless, positive experience across all channels.
  • Monitor and analyze key metrics related to customer retention, loyalty program performance, and customer satisfaction.
  • Develop and execute communication strategies that keep customers engaged with the brand, including email marketing, in-app messaging, and social media interactions.
  • Work with external partners to enhance loyalty programs through strategic promotions, partnerships, and exclusive offers that benefit customers.
  • Oversee the loyalty program budget, ensuring efficient allocation of resources to meet objectives and deliver maximum ROI.
  • Partner with the Digital Office and Regional Customer Success leads, fostering a culture of collaboration, innovation, and customer-centric thinking.
  • Stay updated on industry trends, competitor activities, and customer expectations to keep the loyalty program competitive and relevant.

Requirements

  • 5+ years of experience in customer loyalty, retention, or customer experience management, with a proven track record of designing, implementing, and executing successful programs.
  • Experience in developing / launching a Customer Loyalty program from the ground up.
  • Strong analytical skills with the ability to interpret complex data and derive actionable insights, particularly as it relates to measuring the impact of a Customer Loyalty program.
  • Data-driven decision-making mindset with a passion for problem-solving, particularly in the context of Customer Loyalty.
  • Excellent communication skills, both written and verbal, with the ability to influence and inspire cross-functional teams.
  • Experience with customer relationship management (CRM) systems and loyalty management platforms.
  • Creative problem-solver with a customer-first mindset and an eye for innovation.
  • Strong presentation and negotiation skills.
  • Ability to understand cross-functional dependencies and prioritize workload for large-scale initiatives to deliver effective and timely implementations.
  • Ability to work across a variety of functions, cultures, locations, and time zones.

Nice-to-haves

  • Experience in e-commerce, retail, or consumer-facing industries.
  • Experience working in a direct selling or multi-level marketing company and an understanding of their independent distributor compensation programs.
  • Knowledge of current customer loyalty trends and best practices.
  • Familiarity with customer journey mapping and customer experience design.

Benefits

  • Group Health Programs including Medical, Dental, Vision, Health Savings Account (HSA), Flexible Spending Accounts (FSA), Basic Life/AD&D, Short-Term and Long-Term Disability, and an Employee Assistance Program (EAP).
  • 401(k) plan
  • Wellness Incentive Program
  • Employee Stock Purchase Plan (ESPP)
  • Supplemental Life/Critical Illness/Hospitalization/Accident Insurance
  • Pet Insurance
  • Paid time off including Company-observed U.S. Holidays, Floating Holidays, Vacation, Sick Time, a Volunteer Program, Paid Maternity and Paternity Leave, Bereavement Leave, Personal Leave and time off for voting.
© 2024 Teal Labs, Inc
Privacy PolicyTerms of Service