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Head of Customer Loyalty Programs

2 months ago

Bolingbrook, Illinois, United States Ulta Beauty, Inc. Full time

OVERVIEW

At Ulta Beauty, we are pioneering a transformative, omnichannel strategy in the beauty retail sector. Our Marketing division is harnessing cutting-edge technologies to tailor the shopping experience for true beauty aficionados, creating moments that both surprise and delight. We are dedicated to fostering love and loyalty through every interaction, every experience, and every innovative idea. Our team represents a unique fusion of strategic insight and creative flair, blending tactical execution with analytical rigor to elevate Ulta Beauty as a brand that resonates with our guests. Our mission is to enhance our share of heart and deliver consistently exceptional experiences. Whether your passion lies in design, content, strategy, data, or a combination of these marketing elements, Ulta Beauty offers a platform for you to explore and expand your talents, with ample opportunities for growth and development. Truly, the possibilities are beautiful.

THE IMPACT YOU CAN HAVE:

The Director of Loyalty is responsible for overseeing all facets of Ulta Beauty's premier loyalty program. This pivotal leadership position reports directly to the Senior Director of Growth Marketing and manages a team of experienced managers. The individual in this role will collaborate across various departments to influence and prioritize the ongoing expansion and success of Ulta Beauty Rewards, thereby enhancing our competitive edge. This position requires a strong ability to influence peers and leaders while working cross-functionally with key stakeholders in Marketing, Merchandising, E-Commerce, IT, Loss Prevention, and Finance, as well as playing a significant role in executive discussions, providing regular updates to C-Level leadership.

This role is accountable for executing Loyalty strategies aimed at driving member growth, engagement, retention, sales penetration, and long-term profitability, while effectively managing a comprehensive budget that includes a $250M points allocation, $3M for advertising, and $5M for overhead.

The Director will lead all operational aspects of the Loyalty program, both internal and customer-facing, ensuring flawless execution to maintain our exemplary member experience. Responsibilities include developing the Loyalty program roadmap and prioritizing initiatives to enhance the member experience across all channels, including in-store, online, and through our app.

Additionally, this role will shape the strategic vision for Ulta Beauty Rewards, which encompasses the creation and implementation of a compelling value proposition based on consumer insights and competitive analysis, designed to attract and engage the next generation of shoppers, supporting our long-term objectives.

Finally, this position will provide expertise to refine and prioritize Personalization capabilities, leading initiatives that drive member growth.

CORE JOB RESPONSIBILITIES:

  • Manage the Loyalty Profit & Loss and budget, focusing on both revenue growth and cost efficiency.
  • Deliver Loyalty program benefits and operations that enhance member shopping experiences, spending per member, retention, and engagement.
  • Develop a roadmap for optimizing the Loyalty program to improve member experiences across all touchpoints.
  • Provide strategic guidance on marketing and branding that defines the Loyalty program across various channels.
  • Utilize customer insights and analytics to inform new and enhanced IT and Digital capabilities that drive Personalization.
  • Facilitate cross-functional customer journey activations that promote engagement, member growth, and added value.
  • Lead agile product teams to conduct responsive and action-oriented testing.
  • Cultivate partnerships across the organization to support Loyalty initiatives and enhance customer engagement.
  • Collaborate closely with Digital and IT teams to optimize the customer experience throughout the customer journey.
  • Work in tandem with Store Operations to understand capabilities and maximize the impact of the Loyalty program.
  • Inspire and lead a team of up to 4, providing coaching and feedback to uphold departmental standards.

THE ESSENTIALS FOR SUCCESS:

  • Bachelor's Degree in Business Administration or a related field; MBA preferred.
  • 10+ years of relevant experience with a proven track record of continuous improvement and achievement.
  • Extensive experience in loyalty program management.
  • Direct experience in people leadership.
  • Proven expertise in P&L management with strong financial acumen.
  • Customer-centric approach with the ability to interpret customer journey insights and deliver features that drive growth.
  • Data-driven mindset with a history of hypothesis-driven testing that enhances business performance.
  • Ability to translate insights and ideas into actionable innovations for business growth.
  • Demonstrated capacity to lead and foster partnerships that create mutual value.
  • Creativity and ability to influence across various business lines.

ABOUT

At Ulta Beauty (NASDAQ: ULTA), the possibilities are beautiful . Ulta Beauty is the largest beauty retailer in North America and the premier destination for cosmetics, fragrance, skincare, haircare products, and salon services. We bring possibilities to life through the power of beauty every day in our stores and online, offering over 25,000 products from approximately 500 well-established and emerging beauty brands across all categories and price points, including Ulta Beauty's own private label. Ulta Beauty also features a full-service salon in every store, providing hair, skin, brow, and makeup services.

We are committed to considering all qualified applicants for employment, including those with arrest records, conviction records, or other criminal histories, in accordance with applicable state and local laws.