Sr. Manager, Loyalty Engagement & Redemption

Foot Locker•New York, NY

2d•$115,000 - $125,000

About The Position

The Senior Manager of Loyalty Engagement & Redemption Strategy is responsible for maximizing member value and engagement through the strategic management of the program’s redemption ecosystem. This role owns the redemption center strategy and is accountable for delivering a compelling, consumer-centric rewards experience while achieving the program’s financial objectives. In partnership with the Sr. Director of Loyalty and Manager of Loyalty Finance, this role is responsible for managing redemption economics, driving profitable member engagement, and ensuring the redemption center delivers against key performance indicators including points redemption, fair market value (FMV) targets, redemption profitability, and category mix objectives. This leader will shape the overall reward assortment strategy, identify opportunities to increase first-time redeemers and diversify redemption behavior, and ensure the redemption center reflects evolving business priorities and the needs of our core consumer. The role partners closely with Marketing, Loyalty Operations, CRM & Lifecycle, Finance, Analytics, Merchandising, and external vendors to deliver a best-in-class member experience that drives both customer loyalty, brand love, and financial performance.

Requirements

Bachelor’s degree in Marketing, Business, Finance, or a related field.
5–8 years of experience in Loyalty, CRM, digital engagement, merchandising, or promotions management.
Experience managing or merchandising rewards, incentives, or promotional offers.
Strong understanding of points‑based programs, redemption mechanics, or customer engagement levers.
Analytical mindset with the ability to balance member value and financial impact.
Strong cross‑functional collaboration skills, especially with operations, creative, legal, and external partners.
Highly organized, detail‑oriented, and comfortable managing multiple initiatives simultaneously.

Nice To Haves

Experience with redemption platforms, loyalty CMS tools, or gamification vendors.
Familiarity with sweepstakes, contests, or regulated promotions.
Retail or e‑commerce loyalty experience a plus.

Responsibilities

Own the strategic vision and performance of our program’s redemption center.
Develop and execute a reward assortment that increases engagement, encourages points redemption, and enhances program value for members.
Drive growth in key engagement metrics, including first-time redeemers, active redeemers, redemption frequency, and diversified category participation.
Identify emerging member needs, behavioral trends, and market opportunities to evolve the redemption experience and improve program competitiveness.
Ensure the redemption center consistently reflects brand priorities, seasonal initiatives, strategic business objectives, and the preferences of the core customer.
Leverage member insights, analytics, and business priorities to optimize assortment mix and category performance.
Serve as the business owner for redemption performance and program profitability.
Partner closely with the Manager of Loyalty Finance to manage redemption economics, forecast performance, and optimize financial outcomes.
Maintain accountability for achieving Fair Market Value targets across redemption categories and ensuring point values are aligned with margin and profitability objectives.
Develop recommendations to improve redemption efficiency, as well as opportunities to shift redemption behavior toward categories and rewards that support customer retention and LTV.
Lead reward assortment planning and category strategy for the rewards available in the FLX Dashboard.
Identify and implement opportunities to expand participation in strategic reward categories and encourage discovery of new reward experiences.
Partner with Brand Marketing, Partner Marketing, Community, and Social teams to source compelling rewards that resonate with customers and support financial goals.
Partner with CRM & Lifecyle Marketing to develop campaigns that drive reward awareness, redemption activity, and member engagement.
Along with the Loyalty Operations team, ensure operational processes and execution support business objectives and deliver a seamless member experience.
Establish and monitor KPIs related to redemption engagement, profitability, category performance, and customer adoption.
Translate analytics and insights into actionable recommendations that improve member engagement and business performance.
Partner with Analytics team to assess member value based on redemption behavior and identify optimization opportunities.