Customer Loyalty Management Specialist

Job Description

Customer Loyalty Management Specialist

Location: New York City

Company Description

Hudson’s Bay Company is one of the fastest-growing department store retailers in the world.  In North America, HBC’s leading banners include Hudson’s Bay, Lord & Taylor, Saks Fifth Avenue, Gilt, Saks OFF 5TH, Find @ Lord & Taylor, and Home Outfitters. In Europe, HBC’s banners include GALERIA Kaufhof (the largest department store group in Germany), Galeria INNO (Belgium’s only department store group), and Sportarena. At HBC we are a company of adventurers who explore uncharted territory, challenge convention, and work with imagination and fun.   

Reporting Relationship: Senior Manager, Customer Loyalty Management

Major Responsibilities:

The Specialist for Customer Loyalty Management will manage the loyalty program for Saks Fifth Avenue’s exclusive loyalty program, SaksFirst. Reporting to a Senior Manager, this role will develop the strategy for the end to end SaksFirst customer lifecycle in stores and online, the SaksFirst Co-branded Mastercard portfolio customer engagement outside of Saks stores, as well as manage the overall SaksFirst program with internal and external cross functional partners.

Role responsibilities include:

1.     Develop end to end strategy for in store engagement for SaksFirst Private Label Credit Card customers (including early engagement strategy, lifecycle marketing and retention) as well as partnering with Saks and Marketing teams to create and execute collateral.

2.     Create out of store engagement strategy for SaksFirst Mastercard co-brand portfolio customers by partnering with CapitalOne and Mastercard teams to develop program assets, campaign design and post-campaign results

3.     Manage day to day SaksFirst program, including SaksFirst Beauty rewards program, to ensure flawless customer experience at all touchpoints (in store, online, print, direct mail) by partnering with customer service, Saks banner and external partners. Responsibilities include ongoing management of promotional events, managing consistency of program assets and collateral with cross functional teams, monitoring of key KPI metrics, ongoing maintenance of SaksFirst Beauty assets and rewards.

Personal Characteristics:

·         Action Oriented

·         Drive for Results

·         Customer Focused

Professional Qualifications:

• Proficiency in Microsoft Office products (particularly Microsoft Excel)

   

• Previous experience in loyalty marketing or program management

   

• Experience in CRM campaign management, customer segmentation and campaign execution / deployment from start to finish (including ROI analysis)

   

• Experience with working in a highly matrixed organization

   

Educational Credentials:

• Bachelor’s Degree required with 2+ years of experience in marketing, financial services, retail or like fields

   

Travel Requirements:

·         10%

Qualifications

Personal Characteristics:

• Action Oriented
• Drive for Results
• Customer Focused

Professional Qualifications:

• Proficiency in Microsoft Office products (particularly Microsoft Excel)
• Previous experience in loyalty marketing or program management
• Experience in CRM campaign management, customer segmentation and campaign execution / deployment from start to finish (including ROI analysis)
• Experience with working in a highly matrixed organization

Educational Credentials:

• Bachelor’s Degree required with 2+ years of experience in marketing, financial services, retail or like fields

Travel Requirements:

• 10%