Senior Retention & Loyalty Strategy Specialist

Priceline • Norwalk, CT

11h • Hybrid

About The Position

Priceline is transforming how we engage our most loyal customers, moving to a product operating model and aggressively exploring AI to amplify what a lean team can achieve. This role sits at the heart of that work, partnering directly with the Senior Director to shape strategy across the VIP loyalty program, Re-engagement, and Trip Management portfolios, and our Customer 360 data initiatives. Critically, this person will work closely with our broader marketing team to architect engagement strategies, then translate them into clear briefs and plans that our messaging operations team executes at scale.

Requirements

• Bachelor's degree or higher in marketing, business, or a related field.
• 8+ years in lifecycle marketing, retention strategy, CRM, or a closely related discipline.
• Demonstrated hands-on experience with AI tools in a professional context, experimenting, building, and finding real applications.
• Comfortable working in or alongside a product operating model; you know how to collaborate with product managers effectively.
• Strong organizational instincts for managing complex, multi-stakeholder work across a cross-functional team.
• Clear, confident communicator who can translate strategic vision into product requirements, briefs, and executive updates.
• Familiar with CRM or marketing automation platforms (Iterable, Braze, Salesforce Marketing Cloud, or similar).
• Comfortable engaging with customer data concepts such as segmentation, CLV, and behavioral analytics.
• Naturally curious and energized by ambiguity; you thrive where the work is evolving.
• Unquestionable integrity and ethics.

Nice To Haves

• Travel, e-commerce, or subscription experience is a plus.
• Demonstrated history of living Priceline's values: Customer, Innovation, Team, Accountability, and Trust.

Responsibilities

• Support the development and activation of Priceline's VIP loyalty program, translating strategic direction into organized plans and coordinated action across marketing, product, and technology.
• Architect retention and loyalty strategies in close partnership with the broader marketing team, then translate them into clear, executable briefs for our messaging operations team to bring to life across email, push, SMS, and in-app channels.
• Develop strategy docs and requirements that product and technology partners can build against.
• Collaborate with product managers across the Re-engagement and Trip Management & Loyalty portfolios to ensure marketing strategy is prioritized and reflected in roadmap decisions.
• Maintain and evolve customer lifecycle frameworks and segmentation inputs that inform how we engage customers across their journey.
• Identify, evaluate, and pilot AI-powered tools and automation workflows that increase the team's speed, personalization capability, and output quality.
• Build repeatable systems that reduce manual effort across campaign development, briefing, and performance summarization.
• Champion AI adoption within the team and contribute real marketing use cases to Priceline's enterprise AI strategy.
• Support Customer 360 initiatives by translating customer data into actionable insights that inform retention, loyalty, and growth strategy.
• Represent marketing needs in how customer data is structured, surfaced, and activated with data and product partners.
• Contribute to personalization and recommendations initiatives from a marketing strategy perspective.

Benefits

• Health & wellness coverage including medical, dental, vision, and mental health resources
• Generous time off including PTO, holidays, a company-wide Priceline Pause reset week, and paid volunteer days
• Work/life support including the ability to work up to 4 weeks per year from anywhere, parental leave, dependent care and family support resources, Summer Fridays, and office perks like stocked kitchens and catered meals (varies by location)
• Financial security programs such as retirement plans with company contributions, life and disability coverage, and tax-advantaged accounts
• Signature travel perks including employee-only discounts on hotels and flights, VIP deals, and Big Deal Bucks credits
• Additional perks & discounts like travel and partner discounts, tuition support, legal support, and pet benefits
• A people-first culture with Employee Resource Groups (ERGs), social events, recognition programs, and service awards that help you connect, grow, and celebrate together

What This Job Offers

• Job Type: Full-time
• Career Level: Senior