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Manager, Loyalty Marketing

Function: Marketing
Location: Staples Corporate Center, Framingham, MA US
Date posted: 2/6/2018 5:02:38 PM
Type: Full-time
Permanent / Contract: Regular
Job number: 1039541
Description
Job Summary
 

This position is responsible for growing active customers, spend, retention and share of wallet of the consumer and small business customer base through Staples Rewards.  Staples Rewards is a significant component of Staples’ customer growth and retention strategy, boasting 22M members and influencing over $6B in sales.

 
Continually evaluate Staples Rewards performance and evolve program to drive improvements and efficiencies
    • Leverage program metrics, customer-level data, research, media mix modeling, and customer feedback to monitor performance, diagnose opportunities and drive decision-making
    • Manage $100M budget across channels; partner with Finance to forecast Rewards spend, maintaining minimal variance to budget
    • Seek opportunities to more efficiently utilize spend and reduce unprofitable activity
 

Manage Staples Rewards program execution and improve the Rewards customer experience

    • Oversee statement processing (core and ink), performance evaluation, special promotion planning/payout, external/internal communications, and customer based-pricing
    • Serve as business lead for Rewards-related Staples Digital Solutions projects; oversee Rewards-related Staples Digital Solutions enhancement and support efforts
    • Enhance Rewards Digital roadmap; improve customer experience across all Rewards lifecycle touch points, and across all channels/devices
    • Drive enrollments through store network, staples.com, and mobile properties
    • Partner closely with Customer Service to understand and reduce Rewards-related contacts; develop tools/capabilities to support associates in quickly solving customer inquiries
Increase customer engagement and share of wallet
    • Assist Director in the development of a Next Generation Loyalty Program for Staples Retail
    • Develop and execute Rewards lifecycle communications and opportunities to drive incremental sales/profit
    • Design exhaustive testing roadmap for continuous improvement
    • Drive key strategic product categories with a targeted, customer-centric lens
    • Partner with Targeted Marketing and Regional Marketing to reinforce Rewards and drive customer value
 
 Develop, grow, and retain team of 3 Associates
 

Key Job Responsibilities


Impact on Business

•           Drive business strategy, budget development, execution and reporting of Rewards program ( > $6B sales)

•           Manage budget > $100M


Innovation and Change

•           In this rapidly changing retail environment, constant exploration of new loyalty opportunities to grow customer faithfulness is required 

•           This role is required to drive proactive innovation in loyalty marketing


Communication/Interactions: Internal & External Customers / Suppliers as well as Third Parties

•           Marketing lead for Rewards SDS projects

•           Main point of contact for Customer Service escalation issues


People Leadership

•           Oversees responsibilities and performance of team

•           Conduct full performance appraisals and coaching for direct reports


Business Strategy

•           Based on customer insight, drive changes to programs to ensure the needs and desires of the Staples customer are brought to the forefront

•           Drive new Retail loyalty program based on customer feedback




Qualifications

Professional Knowledge/Experience

           Bachelor’s Degree/marketing or business
•           5-8 years experience at another multi-channel retailer
•           Strong communication and interpersonal skills; team-orientation, with an affinity for influencing and working across functions and levels in a dynamic environment
•           Innovative, results-oriented, strong customer-centric outlook
•           Solid manager of people, with experience developing and retaining high-performing talent
•           Understanding of, or desire to understand, numerous systems, tools, and databases employed to support and evolve the Staples Rewards program
•           Ability to clarify objectives, design analyses to answer the business question, interpret findings and package into easy to understand, actionable recommendations.
•           Experience managing and forecasting a large budget
•           Strong communication and interpersonal skills; team-orientation, with an affinity for influencing and working across functions and levels in a dynamic environment
•           Innovative, results-oriented, strong customer-centric outlook
•           Solid manager of people, with experience developing and retaining high-performing talent
•           Understanding of, or desire to understand, numerous systems, tools, and databases employed to support and evolve the Staples Rewards program
•           Ability to clarify objectives, design analyses to answer the business question, interpret findings and package into easy to understand, actionable recommendations.
•           Experience managing and forecasting a large budget

 
Additional Information
 
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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