Program Manager - Loyalty

Office Depot•Boca Raton, FL

About The Position

The Program Manager - Loyalty is responsible for designing and executing customer loyalty, retention, and localized marketing strategies to increase customer engagement, repeat purchases, customer lifetime value, customer acquisition, and retail-store foot traffic. The role leads loyalty program development and multi-channel campaign execution, oversees loyalty platforms and integrations, and uses customer feedback and analytics to improve program performance and customer experience. The position also develops localized marketing strategies and experience-driven campaigns for priority markets, responds to competitive activity, and coordinates geo-targeted initiatives that support retail stores. It serves as a primary liaison between marketing and internal and external clients, coordinating stakeholders and cross-functional teams so programs align with business objectives and produce measurable results. The role manages projects, resources, and budgets, and continually refines loyalty and local marketing initiatives in support of company goals.

Requirements

Bachelor's degree or equivalent experience.
At least 5 years of experience developing and managing marketing strategies.
Experience managing enterprise-level loyalty programs, promotional activities, and/or advertising activities.
Technical marketing skills and experience with relevant software applications.
Strong understanding of customer and market dynamics.
Relevant product and industry knowledge.
Formal presentation skills.
Budget management skills.
Data analysis and ROI measurement skills.
Excellent written and verbal communication skills.

Nice To Haves

Marketing, Business Administration, or Retail as an area of study.
Team leadership.
Persuasiveness.
Adaptability.
Creativity.
Good judgment.
Decision-making ability.

Responsibilities

Lead the end-to-end development and execution of customer loyalty strategies, including rewards, tiered, free, paid, and subscription-based models.
Plan, launch, and manage multichannel campaigns across email, SMS, apps, and digital channels to promote loyalty initiatives, seasonal offers, and member benefits.
Oversee loyalty platforms and third-party integrations, coordinating with vendors and internal IT teams to support execution and scalability.
Collect customer feedback, identify points of friction, and implement improvements to loyalty program value and usability.
Monitor industry trends, competitor programs, and emerging technologies to keep loyalty strategies current and aligned with consumer expectations.
Develop and integrate targeted messaging, content, briefs, and concepts across communication channels for local markets.
Collaborate with stakeholders to align messaging with strategic objectives and local market needs.
Use analytics to segment customers and deliver personalized loyalty experiences that improve engagement and conversion.
Define KPIs, monitor program performance, and analyze customer behavioral data to guide decisions and continuous improvement.
Measure performance and partner with vendors and technology teams to optimize loyalty and local marketing initiatives.
Conceptualize, develop, and execute localized, experience-driven campaigns to support growth, foot traffic, customer acquisition, and retention in priority markets.
Oversee projects and campaigns across local marketing program categories.
Allocate resources and manage project delivery timelines and costs.
Develop and manage program budgets, optimizing expenditures to maximize impact and support strategic goals.
Collaborate with internal and external stakeholders to refine program effectiveness, align activities with company strategy, and adjust local marketing initiatives as needed.
Support operational safety by working safely and addressing potential hazards or concerns.