Sr. Manager CX Loyalty & Retention

Philip Morris International U.S.•Stamford, CT

2d•Hybrid

About The Position

The Sr. Manager CX Strategy Retention & Loyalty owns the enterprise retention and loyalty vision, operating model, and performance outcomes across the full consumer journey. This role sets strategy and leads end-to-end design, execution, and continuous optimization of retention, loyalty, and product care programs across all channels and categories, ensuring measurable impact on repeat purchase, engagement, advocacy, and brand equity. As the department leader for retention and loyalty, this position provides strategic direction and people leadership to the CX Retention & Loyalty Manager, and CX Manager VOC & Product Care, while serving as the senior point of integration across Marketing, Digital, Analytics, IT, Finance, Legal, Compliance, and Field Operations. The Sr. Manager of Retention & Loyalty establishes governance, roadmaps, and prioritization to scale programs nationally, adapt to state-specific regulatory requirements, and modernize the retention ecosystem through advanced analytics, machine learning, and AI-driven personalization. This leader is accountable for translating consumer insights into a differentiated value proposition, building a test-and-learn culture, and ensuring that data, technology, and partner capabilities are aligned to deliver a seamless, compliant, and high-performing consumer experience.

Requirements

10+ years of experience in retention, loyalty, journey based marketing, and/or consumer experience, ideally within highly regulated or complex multi-channel industries.
Proven senior leadership experience building and leading teams of managers, influencing enterprise stakeholders, and driving outcomes through ambiguity and change.
Expertise in loyalty value exchange design, journey orchestration, and retention growth levers grounded in brand equity economics and experimentation.
Deep understanding of omnichannel engagement, CRM, CDP/identity, and journey orchestration, including event-based triggers and preference management.
Senior-level stakeholder management, with experience partnering with Legal, Risk, Compliance/Privacy, IT/InfoSec, Finance, and Marketing to deliver governed, compliant programs.
Demonstrated ownership of budgets and vendor ecosystems, including platform selection, contracting, and KPI-based performance management.
Fluency in advanced analytics and applied ML/AI for growth (churn/propensity, uplift, recommendations, segmentation, experimentation) and ability to translate technical outputs into business actions.
Ability to operate within complex regulatory environments, designing compliant incentives, offers, and communications across state-level variations.
Exceptional communication and senior level storytelling skills, with experience presenting performance, tradeoffs, and recommendations to senior leaders.
Strategic, structured problem-solver with strong change leadership and the ability to translate strategy into an executable roadmap and operating cadence.
Bachelor’s degree in Marketing, Business Administration, or a related field.
Authorized to work in the US without sponsorship now and in the future

Nice To Haves

MBA or equivalent advanced degree preferred.
Certifications in project management, consumer experience, or loyalty program management (e.g., Loyalty Marketing Association certifications) are a plus.

Responsibilities

Define and continually evolve the enterprise retention and loyalty strategy, aligning with company growth priorities, consumer needs, and regulatory constraints.
Own the end-to-end journey framework (onboarding, adoption, replenishment, upgrade, win-back, advocacy) and ensure integration and synergy between CX Retention, Loyalty, and Product Care & Sustainability to deliver a seamless consumer journey.
Lead the architecture of multi-tier, multi-category loyalty programs and benefits, ensuring scalable rules, offer governance, and adaptability to state-by-state requirements.
Establish enterprise frameworks for segmentation, personalization, and engagement, including propensity models, churn prediction, and next-best-action decisioning to drive measurable lift.
Define and govern a multi-year roadmap to expand programs from single-category to multi-category value exchange, including loyalty tiers, experiential benefits, and partner ecosystems.
Oversee end-to-end program delivery from concept to launch and optimization, establishing operating cadence, experimentation (A/B and multivariate testing), and performance reporting to ensure sustained retention and brand equity impact.
Lead, coach, and develop a team of managers and program owners (including CX Retention, Loyalty, and Product Care & Sustainability), setting clear priorities, success metrics, and accountability for outcomes.
Build the retention and loyalty operating model (governance, intake/prioritization, OKRs, review cadence) and foster a high-performance culture with strong succession planning and capability building.
Drive alignment across Consumer Experience, Marketing, Digital/Product, Analytics/Data Science, IT/PMI Tech, Finance, Legal, Compliance, and Field Operations to deliver integrated journey-based initiatives.
Establish an insights-to-action rhythm, using dashboards and model outputs to drive prioritization decisions, remove obstacles, and communicate progress and tradeoffs to senior leadership.
Own governance for retention and loyalty programs to ensure compliance with state-specific regulations, promotional constraints, and internal policies.
Partner with Risk, Legal, Compliance, and Privacy to implement privacy-by-design practices (consent, preference management, data minimization) across channels and platforms.
Ensure mystery shopping, sentiment analysis, trade-in, and sustainability programs are executed in accordance with regulations and that any AI-enabled decisioning is auditable, explainable where required, and appropriately governed.
Drive innovation by identifying emerging trends in loyalty and retention (e.g., paid loyalty, partner ecosystems, experiential benefits) and translating them into scalable programs.
Implement omnichannel journey orchestration and triggered engagement (event-based messaging, service recovery, NPS/VOC-driven interventions) to reduce churn and increase repeat behaviors.
Ensure seamless integration of digital and offline experiences with consistent identity, offers, and service policies across owned and partner touchpoints.
Lead adoption of AI/ML capabilities (churn and propensity modeling, uplift modeling, recommendation/next-best-action, offer optimization) and GenAI-enabled content operations (personalized copy variants, knowledge assist for agents) in partnership with Analytics and IT.
Own retention and loyalty budgets and multi-year investment plans; build business cases, forecast impact, and optimize spend to maximize ROI and Brand Equity.
Define vendor and platform strategy (loyalty engine, CRM, CDP, journey orchestration, analytics tooling), leading selection, contracting, and performance management in partnership with Procurement, IT, and Finance.
Serve as the owner for retention and loyalty performance, delivering narrative and KPI reporting for senior leadership, recommending tradeoffs, and securing alignment on the roadmap.
Define and standardize KPIs and measurement frameworks for retention and loyalty (repeat rate, churn, active members, redemption, NPS/VOC, cohort retention, Brand Equity), ensuring consistency across teams and channels.
Partner with Analytics/Data Science to design experiments and causal measurement (incrementality, lift, attribution where applicable) and to identify optimization opportunities across journeys and segments.
Translate insights from mystery shopping, sentiment analysis, NPS/VOC, and loyalty behaviors into prioritized actions (inner loop); establish monitoring for model performance (drift, bias, stability) and operational KPIs.
Define AI/ML use cases and requirements for retention and loyalty (churn, propensity, uplift, recommendations, dynamic offers) and partner with Data Science to move models from prototype to production.
Own the PMITech and data retentional & loyalty prioritization roadmap to ensure scalable personalization.
Establish retention & loyalty governance for commercial integrated plan decisioning (taxonomy, data quality SLAs, consent signals, model documentation) and ensure responsible use of AI in consumer-facing experiences.