Sr. Manager, VIP Membership & Loyalty Operations

Road Runner Sports•San Diego, CA

18h•$115,000 - $125,000•Onsite

About The Position

Road Runner Sports is seeking a hands-on operator to lead VIP Family Rewards operations and translate the CMO’s strategy into measurable program performance. The role owns renewal, churn, tier movement, enrollment, and member contribution after benefit costs, with accountability for demonstrating results monthly. The Sr. Manager will develop lifecycle messaging and journeys with the Email team, turn the CMO’s roadmap into quarterly plans and weekly program-health updates, identify and address churn and revenue leakage, and use controlled tests with holdout groups to determine what works. The role also builds reporting by joining raw data from systems including Aptos, Oracle, VTEX, and email and SMS platforms into Domo dashboards. It partners with store leadership and E-commerce to grow enrollment, develops co-funded brand-partner benefits, and uses AI tools for analysis, segmentation, and copy. This position is on-site at Road Runner Sports’ San Diego headquarters five days a week, with occasional local travel to stores, vendor meetings, and member events. A background check is required after acceptance of a potential offer and before the start date. Road Runner Sports is an equal opportunity employer committed to a diverse and inclusive workplace.

Requirements

At least 6 years of experience running a paid membership, subscription, or loyalty program with direct P&L accountability.
Demonstrated experience fixing churn and explaining the levers, tests, and financial results.
Hands-on experience building triggered journeys in enterprise email and SMS platforms.
Fluency in a BI tool and strong Excel skills; ability to build analyses from raw exports when clean data sources are unavailable.
Active daily use of AI tools such as Claude or ChatGPT, with a real example from current work.
Experience designing controlled tests and presenting results to senior leaders.
Clear, plain-English communication with executives and store operators.
Bachelor’s degree in Marketing, Business, or a related field.

Nice To Haves

MBA.
Experience with Zeta, Attentive, VTEX, Aptos ONE, or SQL.
Experience with Domo (preferred).

Responsibilities

Own VIP Family Rewards operations, including renewal, churn, tier movement, enrollment, and member contribution after benefit cost.
Build and run renewal, welcome, tier-change, and win-back lifecycle journeys in Zeta and Attentive with the Email team.
Translate the CMO’s roadmap into a quarterly operating plan with owners and dates, and provide a concise weekly program-health status.
Identify leading churn and revenue leaks by dollar value and run structured tests with holdout groups to measure results.
Build member reporting by joining raw exports from Aptos, Oracle, VTEX, and email and SMS platforms into Domo dashboards.
Grow enrollment through stores and online in partnership with store leadership and E-commerce.
Develop co-funded brand-partner benefits, including early access, exclusives, and member events.
Use AI tools for analysis, segmentation, and copy.