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Senior Director of Loyalty Marketing

Function: Marketing
Location: Staples Corporate Center, Framingham, MA US
Date posted: 1/23/2018 9:01:15 PM
Type: Full-time
Permanent / Contract: Regular
Job number: 1038218
Position Summary:

The Sr. Director, Loyalty is responsible for growing retention, expansion and advocacy for Staples customers across sizes and business units. This role will develop strategies and direct execution of plans including driving innovation and improvement across segmentation, modeling, contact strategy, vehicle mix, and program enhancement. The Sr. Director will lead a high-functioning team that includes loyalty/membership, private label credit card, gift cards, alternative payments, and advocacy programs. The successful Sr. Director will be a customer-centric results-oriented, collaborative, and innovative leader. He/she has a solid track record of enacting data-driven positive change and developing people. This newly-created role is a highly cross functional, collaborating across Marketing partners (e.g., Segment Marketing, Customer Analytics, Customer Insights, Marketing Operations, Creative) and stakeholders across the company (e.g., Retail/Delivery Businesses, Finance, Technology).

Key Responsibilities:

1. Develop Loyalty strategy for company, informed by customer insights 
  • For key customer segments, understand assets and detractors throughout the customer journey
  • Set strategic plans to enhance customer experience, both emotionally and rationally
  • Partner across functions to deliver on plan, measure performance, and continuously improve  
2. Develop and direct execution of marketing plans to hit Staples paid program goals
  • Drive Plus, Select and Premium enrollment, engagement, expansion and renewal 
  • Serve as voice of customer in evolution of customer experience and enhancements
3. Drive innovation and continuous improvement of 20M-member Staples Rewards loyalty program 
  • Oversee Staples Rewards programs
  • Overhaul program structure and benefits to drive customer engagement and drive results; Leverage key categories, vendors, promotions and payment products to achieve Business needs
  • Enhance customer experience across Digital and Traditional touchpoints
  • Flawlessly manage Program execution including statement processing, performance evaluation, Rewards-related Technology efforts
4. Lead Payment strategy, execution, and innovation
  • Grow and develop the branded Staples Private Label credit card 
  • Drive the vision and roadmap for Staples payment offering; enhancing existing payment products as well as creating new products and services that meet the needs of our customers
  • Manage and nurture relationships and develop programs, partnerships and marketing efforts with our external payment service suppliers’ associations, banks, wallet providers and other financial services providers
  • Drive profitable growth of Staples Gift Cards sales into 3rd party incentive programs and other B2B activity
5. Continue Advocacy momentum and innovation

6. Develop, grow, and retain team of 21 Associates

Basic Requirements:

  • Bachelors (MBA preferred)
  • 10+ years relevant experience

Preferred Competencies:

  • Demonstrated success driving customer-centric results in retention, expansion and advocacy 
  • Direct experience managing and continuously evolving the following programs: large loyalty, private label credit card, and advocacy
  • Demonstrated ability to enact positive change within large, matrixed organization
  • Strong leadership and people development skills
  • Analytical, results-oriented, self-starter that thrives in a dynamic environment
  • Track record of successful innovation and change management; ‘can-do’ approach and attitude
  • Ability to work across diverse functions and levels, to effectively influence others

Staples is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

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