Senior Manager CRM & Loyalty

Senior Manager CRM & Loyalty

Job Summary

:

The Senior Manager CRM & Loyalty is responsible for developing, executing, refining and measuring the GNC CRM program by working with a variety of internal partners and external vendors.  Role will provide functional expertise and leadership that will improve acquisition, conversion and retention rates across the most appropriate channel and to the most appropriate audience.

Essential Duties and Responsibilities:

Essential Job Functions

• Elevate GNC CRM program and Gold Card program to take full advantage of diverse customer universe and data.
• Continually champion the use of data to drive decision making that will enhance our loyal customer experience.
• Develop email marketing program to account for multi-channel preferences and behavior.
• Lead the development of our customer journey from acquisition through increased customer loyalty to ultimately drive incremental revenue.
• Driving and managing our campaign management process to ensure customer touch points are relevant and timely.
• Create advanced testing plans and execute them flawlessly.
• Create complex campaign segmentations, trigger based campaigns, and campaign automation as appropriate.
• Responsible for managing the CRM budget.
• Manage team including responsible for ongoing performance management, coaching and development.

Job Specifications:

Minimum

• Bachelor’s degree in marketing, business administration or related field, with 8+ years of proven experience in the field of CRM/direct marketing, including online and offline direct marketing and loyalty program development.

Preferred

• Experience in retail highly desired.
• Supervisory experience required.

 
Skills and Abilities

• Demonstrated proficiency with direct marketing principles, database marketing, customer contact strategy and systems and the design and implementation of CRM and loyalty programs – preferable in retail environment
• Self-starter with “love” for database marketing and digging into data
• Ability to develop customer insight (e.g. research, database analytics) and convert into action
• Proficient in use of relational databases and query design to research, review and coordinate marketing data to address complex business questions
• Ability to produce on-time quality deliverables in a deadline driven environment while balancing multiple priorities
• Skilled in researching, reviewing and communicating results in non-technical terms to a variety of audiences
• Excellent interpersonal, oral and written communication skills
• Strong organizational skills with a high degree of motivation and self-direction
• Strategic thinking ability, strong analytical skills and results orientation
• Positive attitude, flexibility, creativity and team orientation a must
• Experienced in building loyalty program life cycles to achieve LTV
• Experience in database segmentation and maintenance of a customer database

 
Supervisory Responsibilities

• Manage 2 direct reports.