Sr. Manager, Loyalty

PGA Tour Superstore•Roswell, GA

1d•Onsite

About The Position

The Sr. Manager of Loyalty will play a key role in shaping how our customers engage with our brand across digital and physical channels. This role will lead the evolution of our customer loyalty program, transforming it from a transactional rewards model into a relationship-driven ecosystem and define the mobile app strategy as the key enabler to deepen customer engagement, drive omnichannel growth, and increase customer lifetime value. This role will serve as the bridge between digital capabilities, in store experiences, and technology focusing on personalization, weaving loyalty benefits and offers into the shopping journey, and enriching the customer’s relationship with PGA TOUR Superstore. This role involves researching market trends, prioritizing features for development and presenting insights and recommendations to senior leadership and a broad range of stakeholders across the organization. Collaboration with business partners and cross-functional teams is essential, necessitating exceptional communication skills, relationship building, and a thorough understanding of the supported business areas.

Requirements

6–10 years of experience in digital experience, loyalty, CRM, or mobile product strategy, ideally within retail or consumer brands.
Proven success in scaling customer engagement programs that drive measurable business impact.
Deep understanding of omnichannel customer behavior, loyalty economics, and personalization strategies.
Experience with app-based engagement, digital experience road mapping, and agile product development processes.
Strong analytical skills with experience in data-driven decision-making using customer insights, KPIs, and experimentation.
Excellent cross-functional collaboration, communication, and leadership skills, including the ability to influence without direct authority.
Familiarity with CRM systems, CDPs, marketing automation platforms, and loyalty technologies.
Experience designing A/B tests and conducting statistical evaluations of performance.
Excellent multi-tasking, project management, and prioritization skills.
Working knowledge of Microsoft Excel and Power Point.

Responsibilities

Lead the strategic direction and ongoing optimization of the customer loyalty program to increase enrollment, engagement, and retention.
Develop and execute loyalty initiatives that connect in-store and online customer experiences.
Partner with analytics and marketing teams to measure loyalty performance and identify opportunities for program enhancements.
Define customer segmentation and personalized offer management strategies to target high-value segments and improve share of wallet.
Collaborate with CRM, marketing, and technology teams to deliver relevant offers, communications, and rewards across digital touchpoints.
Partner with technology teams to maximize the value of loyalty platform and tooling.
Develop the strategic roadmap for the retailer’s mobile app as a core customer engagement and commerce channel.
Identify and prioritize app features that enhance in-store and online shopping, loyalty engagement, and personalization.
Partner with ecommerce and business technology teams to deliver seamless customer experiences and interconnected digital journeys.
Define and track key KPIs such as app adoption, active users, session engagement, and omnichannel conversion.
Partner with Marketing, Ecommerce, Merchandising, Operations, and Business Technology teams to align digital strategies with enterprise goals.
Serve as a thought leader for digital engagement, bringing best practices and emerging trends in loyalty, mobile, and omnichannel retail.
Manage business cases, budgets, and vendor relationships related to loyalty and app initiatives.
Present strategic updates and results to senior leadership, influencing direction through data-driven storytelling.