Senior Manager Loyalty - CALVIN KLEIN

Profile

Position Summary:

This newly-created position will support the relaunch of the Calvin Klein loyalty program in North America, as well as the day-to-day program management and strategy. In this position, you will be responsible for helping to develop a best-in-class loyalty program while defining and prioritizing strategic initiatives in support of business goals. You will see those initiatives through from conception to execution. This position requires a data-driven, customer-centric approach to fuel loyalty success metrics: member acquisition and retention, spend, frequency, program engagement, etc. This highly collaborative and cross-functional role operates across both Digital and Retail channels, requiring a creative and balanced approach to manage priorities and experiences across all touchpoints.

Primary Responsibilities:

• Support the launch and execution of a best-in-class, competitively differentiated loyalty program. Assist in all facets of pre-launch planning and coordination.
• Ensure a seamless customer experience across all touchpoints
• Develop and foster strong relationships with key internal stakeholders; ensure seamless cross-functional communication, alignment, and execution of program strategies.
• Establish optimal workstreams and create operational playbooks in coordination with key cross-functional partners; where appropriate, identify opportunities to weave loyalty into existing processes.
• Become the subject matter expert for the loyalty program, the processes, and technologies that support its successful execution.
• Help define short-term and long-term initiatives that support business goals and program measurements of success; gain necessary internal alignment, and see those initiatives through from conception to execution.
• Serve as key stakeholder and internal advocate for loyalty, continually championing the program to ensure education, adoption, and innovation across the organization.
• Ensure loyalty initiatives are appropriately prioritized in line with strategic vision, key milestones are met, and project requirements are delivered.
• Drive program innovation through ongoing assessment of the competitive landscape, market research, member engagement and feedback.

Qualifications & Experience:

• Experience: 5-8 years of related experience
• Education: Bachelor Degree Required

Knowledge/Skills Required:

• 7+ years experience within Loyalty, CRM, Digital, and/or Marketing
• Experience managing a loyalty program, preferably within the Retail/Fashion space
• Experience managing large strategic initiatives requiring a high degree of cross-functional collaboration
• Strong interpersonal savvy; ability to interact and collaborate with partners across the organization at all levels
• Exceptional attention to detail and highly organized
• Excellent communication skills, both written and verbal
• Skilled at compiling executive-level reporting and decks
• Creative problem-solving skills and solutions-oriented mindset; perseverance when presented with barriers or ambiguity
• Hands-on experience using loyalty platforms; CRM experience a plus
• High degree of curiosity and proactivity/anticipatory approach
• Thrives in a fast-paced environment, adapts to changing priorities, and reacts with appropriate sense of urgency

#LI-Hybrid

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