Customer Loyalty Program Manager

2 weeks ago

Kearney, United States Bass Pro Shops Full time

POSITION SUMMARY:

The role of Retail Loyalty Experience Leader is pivotal within our Bass Pro Shops and Cabela's CLUB initiative. This position focuses on enhancing customer engagement through our loyalty program, which fosters a deeper connection between customers and our brand. As a key member of the management team, your responsibilities will encompass overseeing the CLUB credit program and cultivating a culture of exceptional customer service throughout the store, while also stepping in to support the team during managerial shifts.

Our most effective Retail Loyalty Experience Leaders are those who:

  • Motivate others to provide an exceptional customer service experience consistently.
  • Build strong, trusting relationships through collaborative efforts.
  • Embody servant leadership, demonstrating transparency, empathy, and integrity.
  • Are dedicated coaches and trainers, enhancing the skills of store leadership and team members.
  • Thrive in a dynamic, fast-paced environment and excel at multitasking.
  • Are driven by metrics and compliance, continuously seeking improvement and resilience in the face of challenges.

ESSENTIAL FUNCTIONS:

Customer Engagement

  • Exemplifies outstanding customer service standards by integrating exclusive CLUB benefits into customer interactions. Effectively promotes current CLUB savings initiatives through strategic merchandising.
  • Actively engages with customers to address inquiries and concerns regarding the CLUB program, implementing strategies to enhance the customer experience.
  • Acts as the primary liaison for the CLUB program, ensuring that the retail leadership team and all associates are well-informed about current promotions and offerings.
  • Collaborates with both internal and external partners to execute successful events that align with the Bass Pro Shops and Cabela's CLUB brand standards.

Leadership and Training

  • Cultivates strong relationships with the General Manager and fellow leaders to enhance credibility and influence.
  • Inspires and empowers team members by providing the necessary tools and training for success.
  • Leads by example, serving as a role model and mentor for peers and team members.
  • Facilitates engaging training sessions for new associates, creating a positive learning environment.
  • Supports recognition initiatives for team members, fostering a culture of appreciation and engagement.

Talent Development

  • Develops strategies for recruiting and retaining top talent, recognizing the importance of building strong teams.
  • Promotes a positive culture focused on personal and professional development, providing constructive feedback and guidance.

Compliance and Performance Analysis

  • Designs and implements strategies to achieve key performance metrics, reviewing and analyzing reports regularly.
  • Ensures compliance with all operational programs, enhancing the execution of departmental functions.
  • Leads the training for inventory management procedures, ensuring all team members are knowledgeable.

EXPERIENCE/QUALIFICATIONS:

  • Minimum Degree Required: High School Diploma or Equivalent.
  • Years of experience: 2 to 4+ years in Sales, Management, or Leadership roles.

KNOWLEDGE, SKILLS, AND ABILITY:

  • Proficient in calculating figures such as discounts and commissions.
  • Strong analytical skills to define problems and draw valid conclusions.
  • Ability to interpret financial and technical information.
  • Excellent communication skills for presenting information effectively.
  • Proficient in PC-based applications for word processing and data management.
  • Demonstrated strong interpersonal skills and the ability to maintain effective working relationships.

TRAVEL REQUIREMENTS:

  • As needed for training and events.

PHYSICAL REQUIREMENTS:

  • Regular communication with others to exchange information.
  • Frequent computer work, walking, and standing.
  • Occasional lifting of up to 50lbs and working in various environmental conditions.

WORK ENVIRONMENT:

  • Retail/Store setting.

INDEPENDENT JUDGEMENT:

  • Develops objectives and policies for specific programs within established operational goals.

Full Time Benefits Summary:
Enjoy discounts on retail merchandise, restaurants, and more.

  • Medical
  • Dental
  • Vision
  • Health Savings Account
  • Flexible Spending Account
  • Voluntary benefits
  • 401k Retirement Savings
  • Paid holidays
  • Paid vacation
  • Paid sick time
  • And more

Bass Pro Shops is an equal opportunity employer. Hiring decisions are made without regard to protected characteristics.

Reasonable Accommodations may be provided for qualified individuals with disabilities.

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