Senior Manager, Promotions and Loyalty Strategy

dentsu•Columbia, MD

2d•$78,000 - $126,500•Hybrid

About The Position

Merkle is looking for a Senior Manager, Loyalty Experience. Reporting into the Director, you will help maintain and grow our existing customer experience and loyalty programs and help design next-generation campaigns and programs that allow our clients to build enduring relationships with their most valued consumers. By combining marketing knowledge, business analysis, and solution finding, you will help set the strategic direction and program definition for clients including leading global brands. You will collaborate within the strategy team and other teams to deliver comprehensive consulting engagements across a dynamic portfolio of clients. You will join a creative and growing team that uniquely combines the strategic knowledge of a consulting firm with the creative flair of a marketing agency. We are passionate about delivering great work that is valuable to our clients and you will help guide our continued growth and leadership in the market. You Will: Define strategies that create moments of engagement across the customer lifecycle and guide sustainable, emotional connections between the consumer and brand Contribute to main phases of consulting engagements across discovery, strategy, program design, user experience, business case development, market assessment, and road mapping. You will facilitate client workshops, conduct research and data analysis, write creative briefs, and document technical requirements. Help manage the strategic oversight of multiple loyalty and customer experience programs and campaigns, including assessing performance and recommending ongoing enhancements to strengthen and improve programs Use your existing experience and grow your expertise across diverse teams of loyalty marketing, retention marketing, customer engagement, customer experience, customer strategy, and CRM to deliver client value Maintain a knowledge base of loyalty and customer experience trends, competitor insight, and new technologies Perform industry research and create resource materials for internal and external use Design customer-facing survey questionnaires, analyze results, and document findings in a client-facing presentation Monitor social media channels for mentions of specific brand keywords to determine volume patterns, sentiment, and trending topics

Requirements

3+ years of experience developing/implementing strategic customer experience programs
Experience in a combination of the following disciplines: loyalty marketing, retention strategy, customer experience management, customer engagement, customer strategy, marketing analytics, data strategy, and CRM
Experience with cross-channel integrated marketing campaigns
Experience translating client needs and expectations into modern, strategic solutions
Story telling presentation experience internally and externally, with the ability to develop compelling presentations
Diligent, disciplined, and accountable. Comfortable performing at a high-level in an evolving, matrixed environment.
Willingness to work with clients in regulated industries (i.e., tobacco)

Nice To Haves

Experience with social aggregation tools (i.e., Brandwatch) and survey development tools is advantageous (i.e., Survey Monkey)
Average 25% Client Travel

Responsibilities

Define strategies that create moments of engagement across the customer lifecycle and guide sustainable, emotional connections between the consumer and brand
Contribute to main phases of consulting engagements across discovery, strategy, program design, user experience, business case development, market assessment, and road mapping. You will facilitate client workshops, conduct research and data analysis, write creative briefs, and document technical requirements.
Help manage the strategic oversight of multiple loyalty and customer experience programs and campaigns, including assessing performance and recommending ongoing enhancements to strengthen and improve programs
Use your existing experience and grow your expertise across diverse teams of loyalty marketing, retention marketing, customer engagement, customer experience, customer strategy, and CRM to deliver client value
Maintain a knowledge base of loyalty and customer experience trends, competitor insight, and new technologies
Perform industry research and create resource materials for internal and external use
Design customer-facing survey questionnaires, analyze results, and document findings in a client-facing presentation
Monitor social media channels for mentions of specific brand keywords to determine volume patterns, sentiment, and trending topics