Program Manager 2, Loyalty Program Strategy (Hybrid - Seattle, WA)

Nordstrom•Seattle, WA

3d•$93,500 - $155,000•Hybrid

About The Position

The Loyalty Program Strategy Manager serves as the subject matter expert and strategic advisor for critical programs within the Nordy Club. This includes leading the development, testing, and optimization of new and existing benefits — such as scaling beauty perks or amplifying the value of the Nordstrom credit card. This role is crucial within the Marketing and Customer organization, focusing on innovative loyalty program elements that enhance customer engagement and loyalty for both Nordstrom and Nordstrom Rack. As a functional expert within their program areas, this role owns end-to-end program management for assigned programs — from strategy and design through launch and ongoing optimization — operating with a builder's mindset in ambiguous, fast-moving environments where processes and playbooks might not yet exist. The role advises cross-functional partners on benefit design tradeoffs, leveraging data to inform decision making, and ensuring the learning agenda drives meaningful evolution over time. The Nordy Club is more than just a loyalty program; it embodies Nordstrom's commitment to providing exceptional service, value, and personalized experiences for our customers. This role is dedicated to building a loyalty program that is both aspirational and inclusive, fostering deeper connections with our best customers, increasing engagement with less engaged customers, and setting a new standard for loyalty programs in retail.

Requirements

Bachelor's degree required
5+ years of experience in program management, management consulting, corporate strategy, or finance
Strong quantitative skills, including setting clear hypotheses and building models to generate insights from a variety of data types and sources
Strong strategic storytelling, recommendation development, and presentation development skills
Strong interpersonal, verbal, and written communication skills
Ability to develop project plans and independently manage project execution
Ability to collaborate and communicate with internal and external partners across all levels
Ability to handle ambiguity and change, while still translating ideas into action
A strategic mindset and the ability to sift through complexity to find opportunities
A strong interest in retail and an understanding of industry dynamics
Proficiency in Excel and PowerPoint

Nice To Haves

MBA or relevant master’s degree a plus
Experience working on consumer loyalty programs is a plus, with demonstrated experience advising on program strategy within assigned areas

Responsibilities

Serve as subject matter expert on assigned loyalty programs, leading benefit strategy and advising on program tradeoffs to ensure initiatives within their programs deliver against engagement, retention, and financial goals
Own measurable outcomes across program enrollment, customer satisfaction, trips, spend, and financial objectives for assigned programs
Leverage customer behavior data, market trends, and competitive insights to inform benefit design and test hypotheses within assigned program areas
Identify opportunities for differentiation and competitive advantage within their programs
Own and drive the semi-annual learning agenda and investment plan for assigned programs
Stay updated on industry trends and best practices to inform program improvements
Lead end-to-end test design, delivery, and measurement for assigned programs, ensuring outcomes inform optimization and feed into broader program strategy
Utilize data-driven insights to advise on prioritization and optimize tests
Drive requirements to scale winning tests
Drive program timelines across multiple cross-functional workstreams (product, tech, ops, marketing, vendor/supply chain, finance), proactively identifying dependencies and resolving conflicts to keep launches on track
Operate with a scrappy, resourceful approach — building solutions with the tools and partners available rather than waiting for ideal conditions or formal process
Anticipate and troubleshoot operational friction points (e.g., systems, POS, fulfillment) that surface post-launch, coordinating fixes across technical and non-technical teams
Partner with product management, technology, analytics, finance, operations, legal, and store teams to launch and optimize tests
Partner with merchandising teams and outside partners on category and brand-specific tests
Partner with marketing teams to clearly and effectively communicate benefits to customers
Craft and communicate strategy, test design, progress, and results to stakeholders at all levels, including executive leadership, to foster broad organizational alignment and support
Proactively surface strategic risks, tradeoffs, and opportunities to leadership related to assigned programs, functioning as a trusted advisor on benefit design decisions