About the job

Description

Reporting to the Director, Loyalty Strategy & Operations, the Senior Manager, Loyalty Strategy & Operations manage day-to-day operations and support the exciting evolution of the PowerUp Rewards loyalty program and the “Pro” paid subscription tier. You will partner with technology, marketing, and operations teams to operate the loyalty program and collaborate on strategic initiatives. You will be responsible for defining and leading multiple workstreams from ideation through launch. Together with numerous stakeholder relationships, you will help grow our loyalty program’s membership and contribution to the business. The successful candidate must have a keen focus on the customer experience, strong affinity for collaboration, and enjoy a fast-paced environment, all while maintaining a positive attitude and sense of humor in the face of challenges.

Roles And Responsibilities

• Collaborate across multiple stakeholder groups to execute best in class operating models that optimize flow of program performance
• Partner with stakeholders to define scope and business outcomes, assess impact to teams, and coordinate efforts end to end
• Create customer journeys to inform scope definition, discovery, and prioritization
• Design frameworks to track and measure program outcomes
• Create and deliver executive-level stakeholder presentations to communicate progress, learnings, and key decisions for ongoing priorities
• Demonstrate a willingness to continually learn and implement new frameworks and process improvements within a highly matrixed organization
• Help identify opportunities to evolve the loyalty program to drive greater member engagement and better business value
• Work closely with our analytics team & our consumer insights specialist to conduct research to understand more about our members
• Work closely with our analytics and finance teams to scope and develop business cases for new initiatives to evolve the loyalty proposition to help address business challenges and changing customer needs
• Project manage the end-to-end development and execution of recommended propositions, working cross functionally across the business
• Develop test and learn strategies to understand the impact on customers and business performance
  
  

Required Skills And Experience

• Bachelor’s degree with a regionally accredited program or 7+ years relevant work experience
• 6+ years of professional experience working in strategy & operations, program management, product management, consulting, professional services, or other similar roles
  
  

Preferred Skills And Experience

• Experience working with points-based loyalty programs or subscription services
• Interest in gaming and retail, with excitement for the future trends that will shape these industries such as NFTs
• Highly skilled in Agile methodologies to deliver digital features to market, and a mastery of enterprise collaboration tools
• Ability to influence without authority to drive change and bring multiple partners to a unified consensus
• Strong problem solving and critical thinking skills with an aptitude for process and customer journey design
• Ability to break down big problems into component parts to form an executable plan of action
• High performer able to lead and manage multiple, complex workstreams simultaneously
• Superb presentation building skills with ability to communicate clearly and concisely to various audiences, including executive stakeholders