DIRECTOR, LOYALTY

Overview

HRX is designed to drive Hard Rock’s evolution into a fully integrated, omni-channel ecosystem. By seamlessly bridging physical and digital experiences, HRX will add value to all Hard Rock divisions, becoming the digital gateway at every customer touchpoint

The Director of Loyalty will develop, implement, and optimize HRX’s loyalty program to maximize user retention, engagement, and lifetime value across the various Hard Rock offerings. This role requires a deep analytical dive into customer behavior and motivations, coupled with a clear vision for a loyalty program structure that nurtures and optimizes LTV across Hard Rock’s lines of business.

Responsibilities

• Build, launch, and manage a unified customer loyalty program for HRX users.
• Collaborate with stakeholders across Hard Rock’s business lines to ensure a holistic approach to the loyalty plan.
• Monitor and analyze key metrics (e.g., churn rate, LTV) to continuously improve program effectiveness.
• Work closely with the data and insights teams to assess the loyalty program’s business contribution and user satisfaction.
• Partner with CRM and product teams to integrate loyalty strategies into user journeys and communications.
• Manage the daily operations of the loyalty program, tracking user progress, engagement, and costs.
• Research and implement industry best practices to enhance the loyalty plan.

Qualifications

• 5+ years of experience in building and managing a loyalty or gamification plan.
• Proven track record in designing and managing loyalty programs that drive measurable results.
• Experience in managing/developing/implementing a loyalty program in a national brand is a big advantage.
• Strong analytical skills with the ability to generate actionable insights from customer data.
• Experience working with CRM systems and cross-functional teams.
• Bachelor’s degree in Marketing, Mathematics, or a related field preferred.

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