The Director of Buyer Loyalty and Engagement is a senior leader who will own the development and execution of the global loyalty programs for our marketplace, as well as coupons and incentive strategies to keep buyers engaged
Additionally, you will also own creating a profitable services business, using the marketplace’s existing customer base and product offerings to create new revenue streams and deepen customer engagement
The ideal candidate will have deep knowledge of the changing world of commerce and technology in all its dimensions and will be an expert in loyalty trends and application of machine learning in targeting buyers
Drive the development and implementation of the global loyalty programs, ensuring that they align with our business goals and support our overall strategy
Develop and manage a roadmap of new loyalty offers, rewards, features, and services to support business goals, measure program success and track return on investment
Manage and track the annual loyalty program budget, as well as reward and benefit reconciliation
Partner with Finance to price loyalty rewards and services for sustainability
Develop a CRM data and marketing strategy that is integrated across the marketplace, applying machine learning to improve incentive targeting and anticipate shopping/visitation habits and spend
Analyze data to proactively track retail and loyalty trends, finding opportunities to monetize the loyalty program through potential partnerships, subscriptions models, or other means
Apply data captured through the loyalty program to improve targeting and engagement
Report program results and provide updates to leadership
Collaborate with cross-functional teams to ensure alignment and consistency across tech, brand partnerships, events, operations, social, digital, PR and brand marketing
Develop and implement strategies to drive growth and profitability of the services business, working collaboratively with cross-functional teams including product, marketing, and operations
Analyze customer demand and preferences for services, and work with partners to negotiate pricing and service offerings to increase revenue and customer satisfaction
Manage the end-to-end customer experience for all services offered, including pricing, promotion, purchase, delivery, and post-purchase support, ensuring consistency and quality across all channels and touchpoints
Lead, manage and mentor a team of manager and senior managers to ensure commitment, productivity and engagement
Develop and implement team vision, goals, objectives and performance metrics to track progress and ensure success