Member Experience & Loyalty Manager - 90389215 - Washington

Amtrak • Washington, DC

278d • $113,200 - $146,664

About The Position

The Manager, Loyalty Operations oversees the day-to-day operations of Amtrak's loyalty and rewards programs. Their primary goal is to ensure that the program runs smoothly, is effectively executed, and drives customer engagement and lifetime value. This role involves collaborating with cross-functional teams, analyzing data, optimizing program performance, and ensuring customer satisfaction. This role requires a combination of strategic thinking, operational expertise, and customer-centric focus to drive loyalty initiatives that foster business growth. This includes managing loyalty technologies, streamlining processes, and analyzing loyalty performance to drive conversions and enhance customer experience. This position reports to Director, Loyalty Strategy and Operations.

Requirements

• Bachelor's degree in Marketing, Business Administration, or a related field (advanced degree a plus).
• 7 years of relevant experience required.
• Experience in travel, hospitality, transportation, loyalty program or CRM.
• Strong experience in loyalty program management or related fields (e.g., marketing, customer retention).
• Knowledge of CRM and loyalty platforms.
• Experience with customer segmentation, personalization, and targeted marketing initiatives.
• Ability to inspire and motivate team members, recognizing their contributions and empowering them to take ownership of their work.
• Define and execute a comprehensive, long-term loyalty strategy to strengthen customer experience across the entire journey from acquisition to onboarding to engagement, and retention.
• Deep experience with loyalty metrics; capable of driving strategic initiatives and managing change.
• Able to translate and communicate technical details clearly to business stakeholders.
• Self-starter who initiates actions and follows up to get results.
• Ability to analyze customer data and market trends to identify opportunities for loyalty program improvements and new initiatives.
• Experience in developing and implementing strategic marketing plans that align with business goals and enhance customer loyalty.
• Excellent verbal and written communication skills to effectively collaborate with internal teams and communicate with customers.
• Strong project management skills to oversee the implementation of loyalty programs and ensure they are executed on time and within budget.
• A customer-centric approach with a focus on delivering exceptional service and building long-term customer relationships.
• Experience in leading and motivating cross-functional teams to achieve marketing objectives and drive customer engagement.

Nice To Haves

• Experience with loyalty programs or customer relationship management (CRM).
• Strong familiarity with enterprise technology concepts and practices.
• Track record of success in developing successful data-driven marketing operations strategy.
• Travel, Hospitality, or Loyalty marketing experience.

Responsibilities

• Oversee the execution and delivery of Amtrak Guest Rewards loyalty program experience, ensuring alignment with company goals and customer expectations.
• Ensure efficient and effective communication of loyalty related information to all levels of the organization and external partners.
• Continuously review and cascade fully integrated loyalty roadmap to include upcoming offers, program enhancements, and partnerships.
• Strengthen operational engagement by communicating loyalty value proposition and integration across the organization with strong digital technology partnership.
• Manage and improve program processes to ensure efficiency and accuracy in member enrollment, point accrual, redemption, and overall program functionality throughout customers lifecycle.
• Enable learning agenda and testing culture for loyalty offers, seeking to understand performance nuances.
• Manage program Terms and Conditions and Frequently Asked Questions.
• Manage relationships with third-party vendors, partners, and service providers involved in the loyalty program.
• Oversee the budget for the loyalty program, ensuring cost-effective solutions while maximizing program value.

Benefits

• Health, dental, and vision plans.
• Health savings accounts.
• Wellness programs.
• Flexible spending accounts.
• 401K retirement plan with employer match.
• Life insurance.
• Short and long term disability insurance.
• Paid time off.
• Back-up care.
• Adoption assistance.
• Surrogacy assistance.
• Reimbursement of education expenses.
• Public Service Loan Forgiveness eligibility.
• Railroad Retirement sickness and retirement benefits.
• Rail pass privileges.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Rail Transportation
• Education Level: Bachelor's degree