Anthropologie: Loyalty Marketing Manager - Customer Relationship Marketing Team

Founded in 1992, Anthropologie (www.anthropologie.com) operates more than 175 retail stores in North America and Europe, and ships to over 100 countries worldwide via our ecommerce channels. We cater to fashionable, educated, and creative women between the ages of 28 to 45, who desire an inspirational shopping experience. To that end, we are committed to exceeding her expectations in unexpected, delightful ways. Our unique product assortment includes women's apparel and accessories, home furnishings and décor, gifts, beauty, and found objects. Our mission is to provide our customer with an unimagined experience.

Overview

Anthropologie is seeking a Loyalty Manager, which will be a new position for the Customer Relationship Marketing team. This candidate will be responsible for monthly loyalty reporting, measuring the impact of campaigns on loyalty members, and will liaise with the IT department on loyalty system improvements. In addition, this candidate will use analytics to help develop strategy for the evolution of the program. As the Manager of Loyalty Marketing, you will be responsible for helping to lead the implementation and management of the Anthro loyalty program for the Anthropologie Group globally. You will develop, execute, and manage cross-functional and cross-brand efforts to drive program growth and retention. This role will serve as a key liaison cross-functionally within the brand as well as to our shared digital group.

Responsibilities

Manage cross-functional loyalty efforts to drive enrollment growth and increase share of wallet for existing members by introducing new benefits and campaigns that motivate customer behavior
Collaborate with brand marketing, creative, operations, finance, merchant, and analytics teams to communicate program objectives and measurement as well as to promote a customer-centric mentality
Develop a deep understanding of the Anthropologie brand offering, including product, creative, and marketing in order to drive program initiatives that balance short-term gains with long-term brand equity
Partner closely with the digital and IT teams to recommend new program features and help guide longer-term loyalty strategies for the program
Drive innovation in the loyalty program, suggesting and executing new tests to drive KPIs towards goals
Oversee and conduct analysis of loyalty metrics to strategically inform program growth opportunities in partnership with customer analytics team
Partner with finance and analytics team to manage program performance and profitability
Keep abreast of loyalty market and competition; bring insights to the broader brand team, sister brand teams, and shared service teams
Assist in managing the creative process for loyalty by writing creative briefs and sharing collateral with key stakeholders
Manage the loyalty communications cadence across all available channels, ensuring clear, consistent, personalized, and impactful program communication

Qualifications

BA required (marketing/business/finance/analytics preferred)
6+ years of marketing or analytics experience, preferably in the retail industry focused on loyalty and retention
Strong understanding of CRM principles and omni-channel customer experience
Experience managing projects across various teams including creative, analytics, finance, digital and operations
Demonstrated ability to act as a business owner and to use problem-solving skills to continue to evolve the program
Excellent written and verbal communication skills
Strong quantitative skills and high attention to detail
Proven ability to translate data and analyses into marketing strategy
Working knowledge of relational databases – SQL experience is a plus
Able to adapt and thrive in a fast-paced work environment

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.