The Professional Loyalty team is an energetic team focused on enhancing the Customer experience, increasing Customer engagement, and driving portfolio growth.  

The Sr. Manager, Professional Loyalty & Customer Engagement will be responsible to develop, manage, and drive the Professional Loyalty Program’s Customer Engagement tactics to achieve program goals and portfolio growth. In addition, this role will be instrumental in defining and reporting on engagement and program KPIs to key stakeholders.  

This role will be responsible for identifying opportunities to minimize customer churn and implement cross-channel tactics to activate the program across all customer segments. You will partner with the Professional Loyalty Leadership Team to develop and execute engagement strategies and work with the Brand Teams to develop promotional offers. This position requires strong leadership skills to work with cross-functional teams and agency partners to enhance the brand positioning and ensure operational excellence with our Field Sales, Training, IT and Customer Operations teams to guarantee an exceptional experience with the highest standard of quality and service.  

• Manage day-to-day execution and maintenance of the Professional Loyalty Program Strategy. Key duties include taking point to manage, review, and update program materials. Implement engagement and personalization strategies and tactics, to increasing customer engagement and minimize churn.
• Manage day-to-day execution and maintenance of the Professional Loyalty Program Strategy. Key duties include taking point to manage, review, and update program materials. Implement engagement and personalization strategies and tactics, to increasing customer engagement and minimize churn.
• Develop and execute the Professional Loyalty CRM Strategy to drive program engagement and loyalty through data driven and innovative CRM messaging across multiple channels. Partner with SFMC team to develop journeys and monitor campaign effectiveness against KPIs for Professional Loyalty.
• Analyze and promote program adoption and performance. Develop KPIs and reporting metrics to monitor program engagement and program performance. Prepare routine reports to provide strategic recommendations to enhance engagement and adoption to management and other internal stakeholders.

Minium Qualifications:

• 5 years of experience with complex marketing or loyalty programs and similar marketing role a plus
• Advanced computer skills including superior proficiency in Microsoft Office Suite Applications (Excel, Word, PowerPoint, Outlook, etc.)
• Bachelor’s degree required, business emphasis recommended, but not required
• MBA or other advanced education a plus

Essential Skills, Experience, and Competencies 

• Ability to be proactive, manage and drive deliverables based on timelines provided, follow-up on outstanding items, and interact with key stakeholders with minimal supervision
• Strong leadership skills with the ability to communicate effectively, both orally and in writing, with many levels of employees of various disciplines and departments, as well as external contacts
• Ability to quickly learn and adapt to business, manage, coordinate and synchronize multiple complex projects, manage priorities, meet deadlines and deliver results in a fast-paced environment
• Knowledge of the sales and marketing functions with ability to anticipate needs, make recommendations and respond to ad-hoc requests quickly and appropriately
• Exceptional organizational skills with strong attention to detail and accuracy
• Ability to produce reports and dashboards that are intuitive for various audiences
• Ability to function in a controlled environment regulated by FDA GMPs and handle extremely confidential data