Strategic Director of Customer Loyalty and Innovation

3 weeks ago

Mooresville, North Carolina, United States Lowe's Full time

About the Role:

The Director of Loyalty and Customer Innovation will be responsible for developing and executing cutting-edge strategies to drive customer loyalty and engagement at Lowe's.

This role will spearhead the innovation of loyalty and customer initiatives, leveraging emerging technologies, data insights, partnerships, and customer behaviors to create compelling loyalty value and experiences.

The Director will collaborate cross-functionally to deliver high-impact solutions that increase customer retention, advocacy, and lifetime value.

Key Responsibilities:

  • Synthesize insights into meaningful innovative strategies and concepts through advanced research and analysis.
  • Create an informed program strategy for scaling and commercialization opportunities by leveraging customer research and external market canvases.
  • Proactively promote collaboration and awareness of emerging trends, external opportunities, and initiatives with Loyalty and Strategy team and enterprise stakeholders.
  • Collaborate cross-functionally with and influence SVP, VP, and director-level stakeholders and their support functions to accelerate strategic business initiatives.
  • Structure and present impactful, highly visible executive-level presentations summarizing actionable insights and recommendations.
  • Identify and plan all functional support and set and maintain a high bar for customer-first experiences by working closely with cross-functional partners.
  • Partner with Finance team to develop business cases for new programs and initiatives ensuring financial feasibility.
  • Assess operational feasibility for store associates and customers by working strategically with the Store Operations team on all initiatives.
  • Collaborate with Digital teams to outline customer experience requirements and ensure a seamless integrated digital experience.
  • Drive identification and development of key partners in support of loyalty strategy and business needs, in collaboration with the Enterprise Strategy team.
  • Initiate and manage partner conversations and negotiations in accordance with loyalty innovation strategy.
  • Understand and assess partnership integration requirements taking into account feasibility for both Lowe's and external partners.
  • Develop and maintain strong relationships with key stakeholders across the business and external markets.

Requirements:

  • Bachelor's Degree in Business, Strategy, Marketing, Communications, or related field (or equivalent work experience in a related field).
  • 10-12 years of experience in General Business.
  • 8+ years of experience in one or more of the following fields: Strategy, Product Management, Marketing.
  • 8+ years in an innovation or start-up environment.
  • 5-7 years of leadership experience with direct or indirect reporting.
  • 3-5 years of experience leading cross-functional teams, large projects, or team development and influencing leadership.
  • 1-2 years of experience managing operations or strategic projects/programs inclusive of financial budgets and defined workstreams.
  • 1-2 years of experience working on projects/programs requiring integration of cross-functional business solutions.

About Lowe's:

Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE 50 home improvement company serving approximately 16 million customer transactions a week in the United States.

With total fiscal year 2023 sales of more than $86 billion, Lowe's operates over 1,700 home improvement stores and employs approximately 300,000 associates.

Lowe's supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts.

For more information, visit Lowe's website.

Lowe's is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience.

For information regarding our benefit programs and eligibility, please visit Lowe's website.

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