Sr. Manager, VIP Membership & Loyalty Operations

Road Runner Sports•San Diego, CA

5d•Onsite

About The Position

Road Runner Sports is hiring a Sr. Manager, VIP Membership & Loyalty Operations to run VIP Family Rewards end to end. The role is responsible for improving renewals, reducing churn, managing tier movement and enrollment, and measuring member contribution after benefit costs. The manager will translate the CMO’s strategy into quarterly operating plans and clear weekly updates on program health. This hands-on role builds lifecycle journeys with the Email team, joins raw exports from membership, commerce, email, and SMS systems into usable reporting, and runs controlled tests to identify and address churn and revenue opportunities. It partners with store leadership, E-commerce, Finance, IT, and other teams to grow enrollment, optimize member join paths, and develop brand-partner benefits. The position is on-site at Road Runner Sports’ San Diego headquarters five days per week, with occasional local travel to stores, vendor meetings, and member events.

Requirements

At least 6 years 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 an enterprise email platform and an SMS platform.
Fluency in a BI tool and strong Excel skills; ability to build analyses from raw exports when no clean data source exists.
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.
Able to work on-site at the San Diego headquarters five days per week and travel locally occasionally to stores, vendor meetings, and member events.

Nice To Haves

Domo experience is preferred.
MBA.
Experience with Zeta, Attentive, VTEX, Aptos ONE, or SQL.
Active daily use of AI tools such as Claude or ChatGPT, with a real example from current work.

Responsibilities

Own VIP Family Rewards operations, including renewals, churn, tier movement, enrollment, and member contribution after benefit costs.
Build and run renewal, welcome, tier-change, and win-back lifecycle messaging with the Email team using Zeta and Attentive.
Translate the CMO’s roadmap into a quarterly operating plan with owners and dates, and provide weekly program-health updates.
Identify churn and revenue leaks by dollar value and run structured tests with holdout groups to determine what works.
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 by partnering with store leadership and E-commerce to improve join paths.
Develop co-funded brand-partner benefits, including early access, exclusives, and member events.
Use AI tools for analysis, segmentation, and copy.