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Program Manager, Loyalty

3 months ago

New York, United States Ascena Retail Group Full time
About us
KnitWell Group, a specialty retail operating company, comprises some of the most iconic brands in America - Ann Taylor, LOFT, Lane Bryant, and Talbots. Individually, our brands are unique and strong. Together, we are powerful.

Our common thread is our commitment to create exceptional products, provide memorable experiences, and achieve superior results. Our associates are innovators who thrive through collaboration and are dedicated to excellence. At the heart of it all are the customers we serve. We are dedicated to creating fashion that not only looks good but also makes our customers feel good.

Location:

This role is based at our corporate location in NYC.

About The Role:

The Loyalty & Credit Program Manager will actively drive program initiatives, innovation and an enhanced member experience to grow membership, increase spend and drive visit frequency. This includes the interpretation of customer data to determine the most relevant, most effective strategy for enhancing the membership program and driving brand engagement and sales.

Responsible for leading internal and external partners to plan, calendarize, create, execute and analyze foundational and experiential Loyalty & Credit program offerings. Responsible for driving test and learn strategy as well as full end-to-end execution in partnership with respective stakeholders. Responsible for program disclosure development and legal/partner approvals. Own program performance reporting and socialization of learnings. Primary contact for external partners to ensure alignment and success.

The impact you can have:

Program Management:
  • Own program strategy and enhancement initiatives, including benefit recommendations, to ensure compelling and competitive program across loyalty and credit
  • Manage program strategy and plans for Ann Taylor and LOFT Gift Card program
  • Partner with internal stakeholders across brands to gain alignment, finalize and execute loyalty, credit and gift card program strategy
  • Optimize program offerings through test and learn strategy across loyalty and credit, driving plans to evolve approach and build program engagement
  • Monitor competitor programs and analyze consumer trends on an ongoing basis to optimize loyalty
  • Oversee customer segmentation strategies to help grow program membership, engage existing members, drive sales and create an enhanced experience for loyalty members
Partner Management:
  • Day-to-day contact for Kobie (loyalty partner), Bread Financial (credit card financial partner), Blackhawk and Pollack (gift card vendors)
  • Manage and own key cross-functional relationships across multiple internal & external partners (e.g. Marketing, Data & Analytics, CRM, Legal, Finance, etc.), sharing plans for alignment and ensuring membership experience is optimal across channels
Communication:
  • Schedule routine meetings; prepare agendas and distribute recaps.
  • Create and maintain departmental archives to house all program-related documentation, including calendars, analyses, and assets.
  • Manage the communication related to program initiatives, including updates, direction and proper training to key stakeholders in Marketing, Store Ops, Field teams, etc.
Reporting:
  • Pull reports, understand the data and provide thoughtful recommendations in improving the member journey and experience
  • Prepare data and distribute weekly, monthly, and quarterly reporting related to managed programs
  • Partner with MAS team and external vendors to produce ad hoc reporting, as needed
Financial/Budget:
  • Maintain up-to-date tracking of actual and planned spend against budget for managed programs.
  • Enter Invoices, Purchase Requisitions, Purchase Orders and Goods Receipts, as needed.
Team Management:
  • 1 Direct Report
You'll bring to the role:
  • College degree required, preferably in Marketing or a related field.
  • Minimum 5+ years experience in marketing or related field with specific experience in Loyalty and/or Credit Marketing, Program Management or a comparable role.
  • Expert Excel and PowerPoint skills.
  • Experience managing both projects and processes.
  • Ability to prioritize and complete multiple tasks and meet deadlines in a fast-paced environment
  • Exceptional planning and organization skills
  • Clear, concise communicator - both verbal and written.
  • Confident and comfortable interacting with associates two levels above.
  • Takes initiative to improve tools and processes for increased efficiency or effectiveness.
  • Ability to develop strong working relationships with numerous members of the cross functional team
  • Experience managing outside agencies
Benefits:
  • You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand's discount policies.
  • Support for your individual development plus opportunities for career mobility within our family of brands.
  • A culture of giving back - local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities. *
  • Medical, dental, vision insurance & 401(K)*
  • Employee Assistance Program (EAP)
  • Time off - paid time off & holidays*
  • The target salary range for this role is: $115K - $125K.
  • Any job offer will consider factors such your qualifications, relevant experience, and skills. Eligibility of certain benefits and associate programs are subject to employment type and role.


#LI-LL1

Location:
Times Square Tower-ANN-New York, NY 10036Position Type:
Regular/Full time

Equal Employment Opportunity

The Company is committed to hiring and developing the most qualified people at all levels. It is our policy in all personnel actions to ensure that all associates and potential associates are evaluated on the basis of qualifications and ability without regard to sex (including pregnancy), race, color, national origin, religion, age, disability that can reasonably be accommodated without undue hardship, genetic information, military status, sexual orientation, gender identity, or any other protected classification under federal, state, or local law. We do not discriminate in any of our employment policies and practices. All associates are expected to follow these principles in all relationships with other associates, applicants, or others with whom we do business.