Director of Product Strategy Loyalty Programs

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What you'll be doing...

The Director of Product Strategy Loyalty Programs will oversee the development, implementation, and optimization of our comprehensive loyalty programs designed to drive engagement, deliver recognition and appreciation, and earn customer retention. This role will operate as a strategic leader with a deep understanding of customer behavior, data analytics, and marketing technology. Additionally, this role will collaborate cross-functionally to ensure loyalty initiatives align with overall business objectives and deliver measurable results.

Program Development and Management:

• Designing, launching, and managing innovative loyalty programs from concept to execution, including but not limited to tiered structures, exclusive offers, and personalized rewards.

• Continuously evaluating and refining existing loyalty programs based on performance data, market trends, and customer feedback.

• Developing and maintaining detailed loyalty program roadmaps, outlining key initiatives, timelines, and resource requirements.

Cross-functional Partnerships and Collaboration:

• Partnering closely with Marketing, Product, Sales, and Customer Service teams to integrate loyalty initiatives across all customer touchpoints.

• Collaborating with the Data & Analytics and Consumer Insights teams to ensure we have current and actionable insights for loyalty programs.

• Working with Technology teams to identify and implement necessary platforms and tools for loyalty program management.

Communication and Reporting:

• Communicating loyalty program objectives, performance, and insights to stakeholders across the organization.

• Preparing regular reports on loyalty program effectiveness, highlighting key successes, challenges, and recommendations.

Market Analysis & Research:

• Continuously monitoring the market for emerging trends, analyzing competitor strategies and offerings, and deeply understanding the evolving needs and behaviors of customers.

• Designing and executing various research methods, including surveys, interviews, focus groups, and data analysis, to gather actionable insights.

• Identifying unmet customer needs or underserved market segments that can be addressed with new products or services, and identifying potential areas for growth.

Strategy and Analytics:

• Developing a robust loyalty strategy aligned with business goals, focusing on customer segmentation, engagement, and retention.

• Utilizing customer data and analytics to identify loyalty trends, customer segments, and opportunities for program optimization.

• Conducting A/B testing and other experimentation to identify best practices and drive continuous improvement in loyalty program performance.

• Forecasting and tracking key loyalty metrics, including customer retention rate, repeat purchase rate, customer lifetime value (CLTV), and program ROI.

Innovation & Creativity:

• Model thinking outside the box to identify novel solutions and opportunities.

• Leading teams to generate new ideas, challenge existing assumptions, and explore unconventional approaches.

• Fostering a culture of experimentation and continuous improvement.

• Encouraging a mindset of learning, adapting, and iterating based on feedback and market changes.

• Adapting to changing market conditions and technological advancements: Remaining agile and proactive in responding to shifts in the industry landscape and embracing new technologies.

Team Leadership:

• Building, mentoring, and leading a high-performing team of loyalty strategy, product, and partnership professionals.

• Fostering a culture of innovation, data-driven decision-making, and customer-centricity within the team.

What we're looking for...

You'll need to have:

• Bachelor's degree or four or more years of work experience.

• Ten or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

• Experience in loyalty marketing, product marketing, CRM, CMI, Digital engagement, and/or customer retention roles.

• Experiencing leading teams.

• Experience with digital platforms and/or CRM systems.

Even better if you have one or more of the following:

• Master's or Bachelor's degree in Marketing, Business, Analytics, and/or a related field.

• Proven track record of successfully developing and managing programs that have driven measurable business results.

• Experience with A/B testing and/or experimentation methodologies.

• Strong analytical skills with the ability to interpret complex data and translate insights into actionable strategies.

• Excellent strategic thinking and problem-solving abilities.

• Strong project management and organizational skills, with the ability to lead the team to manage multiple priorities simultaneously.

• Excellent communication, interpersonal, and presentation skills.

• Ability to collaborate and lead effectively with cross-functional teams.

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

• Customer-centric mindset with an understanding of customer journeys and behaviors.

• Strong analytical skills with the ability to interpret complex data and translate insights into actionable strategies.

• Experience with loyalty platforms, CRM systems, and marketing automation tools.

• Knowledge of customer segmentation and personalization techniques.

• Familiarity with marketing automation platforms.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above.

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, stock incentive programs, up to 8 company paid holidays per year and up to 6 personal days per year, parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.