Sr Manager CX Strategy, Retention & Loyalty

Philip Morris International U.S.•Stamford, CT

1d•$176,000 - $220,000•Hybrid

About The Position

This role leads enterprise retention and loyalty strategy across the U.S. business, driving repeat behavior, engagement, advocacy, and long-term consumer value through omnichannel experiences.

Requirements

Bachelor's degree in Marketing, Business, Consumer Experience, Technology, Data, or related field; advanced degree preferred.
10+ years of experience in retention, loyalty, CRM, lifecycle marketing, consumer experience, digital product, or commercial transformation.
Proven success leading enterprise retention and loyalty strategies with measurable results.
Experience leading cross-functional transformation and stakeholder governance.
Experience applying analytics and AI/ML to personalization, loyalty, retention, or optimization initiatives.
Experience managing budgets, testing programs, and external partners.
Authorized to work in the U.S. without sponsorship.

Nice To Haves

Relevant certifications in analytics, AI, loyalty, product management, or project management are a plus.

Responsibilities

Lead retention and loyalty strategy aligned with commercial, consumer, brand, and regulatory priorities.
Own lifecycle programs across onboarding, engagement, replenishment, service recovery, win-back, and advocacy.
Design and optimize loyalty programs, rewards, partnerships, offers, and benefits.
Drive performance through KPIs, governance, accountability, and consumer insights.
Use behavioral, cohort, and journey analytics to identify growth opportunities and investment priorities.
Lead retention initiatives across digital, retail, field, consumer care, and partner channels.
Sponsor AI/ML use cases including churn prediction, propensity modeling, recommendations, and offer optimization.
Apply generative AI to content creation, insights, journey design, and experimentation.
Partner with Product, Technology, Analytics, and Data Science teams to deliver measurable outcomes.
Own CRM, CDP, loyalty, decisioning, orchestration, experimentation, and analytics capabilities.
Establish reporting, measurement frameworks, and testing strategies.
Ensure responsible AI, privacy, security, consent, and regulatory compliance.