Loyalty Program Manager - Journeys - Genesco Inc

The Ideal Candidate

At Journeys, we are dedicated to enhancing member experiences and building lasting relationships. We are seeking a motivated and detail-oriented Loyalty Program Manager to join our team. This is an excellent opportunity to further your career in customer loyalty. This role reports to the Senior Loyalty Director.

How You Will Make an Impact

• Program Management: Assist in the development, implementation, and optimization of Journeys All Access loyalty programs. Plan and execute marketing campaigns according to loyalty marketing calendar.
• Member Engagement: Develop and execute strategies to engage and retain members. This might include creating promotional offers, personalized communication, or exclusive events.
• Data Analysis: Monitor and analyze program performance metrics, including member enrollments, engagement, redemption, and retention. Use analytics to understand member behavior and program effectiveness and identify opportunities for program enhancements.
• Reporting: Prepare regular reports on program performance and campaign results to provide actionable insights and recommendations. Partner with analytics team to develop and maintain Power BI dashboards, ensuring a comprehensive view of data.
• Collaboration: Work closely with marketing, sales, customer service, and training to ensure Journeys All Access loyalty program is well-integrated across all touchpoints and aligned with business goals.
• Member Feedback: Gather and analyze member feedback to refine the loyalty program and address any issues or opportunities for improvement.
• Project Management: Manage various program-related projects, including promotional events, new feature rollouts, and program enhancements.
• Administrative Support: Handle day-to-day administrative tasks related to the loyalty program, such as maintaining records, processing rewards, managing member inquiries and other duties as necessary.
• Competitive Analysis: Stay up to date with industry trends and best practices in customer loyalty

Experience and Skills You'll Need to Have

• Bachelor's degree in marketing or related field
• 3-5 years of professional experience in marketing, customer service, or related field
• Familiarity with loyalty platforms
• Knowledge of data analysis tools (e.g., Excel, SQL, Tableau, Power BI)
• Strong analytical and problem-solving skills
• Excellent communication and project management skills
• Ability to work in a fast-paced environment
• Analytical Skills: Ability to interpret data and make data-driven decisions. Familiarity with analytics tools and techniques.
• Communication Skills: Excellent verbal and written communication skills are essential for creating compelling programs and working effectively with cross-functional teams.
• Project Management: Detail-oriented with strong organizational skills and the ability to manage multiple tasks simultaneously.
• Customer-Centric Mindset: Understanding what drives customer loyalty and how to enhance the customer experience.
• Technical Proficiency: Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

Preferred Experience

• Proficiency in loyalty platforms (e.g., Cheetah/Marigold)
• Certification in marketing or customer loyalty (e.g., CLMP, CEM)