Loyalty Marketing Manager Resume Sample
Nayeli Glover
433 Rodriguez Roads,
Los Angeles,
CA
+1 (555) 837 5323
Work Experience
Loyalty Marketing Manager
08/2015
-
PRESENT
New York, NY
- Grow the loyalty program and drive engagement of current and new customers of The Children’s Place
- Oversees the development and execution of mychoice marketing communication through working with studio, database, digital and VIP services teams
- Works to enhance and build consistent messaging through property marketing pieces
- Develops and implements new digital marketing communication vehicles to improve member understanding of the mychoice program
- Responsible for ensuring hosts have all the resources available to them to assist with the communication and promotion of the mychoice program
- Project management of various new mychoice initiatives as they develop to enhance the offerings and support of the mychoice program
- Manages daily interaction with outside partners for marketing and redemption of offers and special promotions
- Develops recommendations for benefits and establishes procedures for implementation, internal and external communication, and tracking
Marketing Manager, Retention & Loyalty
08/2011
-
03/2015
Dallas, TX
- Supports the properties with ad hoc requests related to benefits
- Monitors policies, procedures and standards related to the mychoice program
- Develop a communication plan to carry out Expedia+’s Lifecycle strategy, in conjunction with the Expedia+ member management team
- Localise, evaluate and implement global and regional directives to support objectives for the IHG Rewards Club Brand in the AMEA region and looks for opportunities to leverage hotels and resorts to support overall
- Ensure clear objective setting, tracking and measurement systems are in place to quantify the returns against marketing investments, leveraging integrated marketing processes and delivery systems that result in continuous improvement and effective resource optimisation
- Leverages external partners, vendors and agencies to maximise utilisation of our scale, brands, systems and resources to drive brand preference and revenue for the brands in the region
- Demonstrated leadership qualities, and ability to lead diverse and cross-functional groups, including outside vendors
Marketing Manager, Customer Loyalty
09/2007
-
03/2011
Chicago, IL
- Strong business acumen with emphasis on financial analysis, financial root cause investigation and innovative development of solutions/action plans to minimize risks and take advantage of opportunities
- Strong time and project management skills required to consistently meet deadlines and ensure preparedness for launch or implementation initiatives
- Demonstrates strong significant influence management skills to gain credibility with and drive decision-making from senior leadership and stakeholders across the enterprise
- Synthesize quantitative and qualitative consumer insights into clear and compelling offers
- Excellent interpersonal skills, outstanding written and oral communication skills, including speaking in front of small and large groups, and experience making presentations to senior executives
- Developing and managing the customer communication strategy and plan for the Expedia Rewards program globally
- Design and deliver acquisition, engagement, repeat and retention campaigns that are data driven, segment focused with accountability for the effectiveness of the campaigns across multiple points of sale
Education
Indiana University
2003 - 2007
Bachelor's Degree in Related Field
Professional Skills
- Work closely with the Director – Loyalty Marketing, implementing continent vision and objectives that build and activate the customer base within Continent through targeted marketing, events and partnerships
- Experience in leading a team and at least 10 years working experience in loyalty/customer experience
- Excellent oral, written, organizational and interpersonal communication skills
- Financial acumen, P&L management skills
- Experience across multiple facets of marketing including brand marketing, loyalty marketing, promotions
- Experience developing, integrating, and delivering business initiatives
- Experience working with Loyalty platforms; helping to manage and enhance technology and vendor platforms supporting Loyalty initiatives
How to write Loyalty Marketing Manager Resume
Loyalty Marketing Manager role is responsible for integration, retail, finance, credit, purchasing, trading, wireless, reporting, design, research.
To write great resume for loyalty marketing manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Loyalty Marketing Manager Resume
The section contact information is important in your loyalty marketing manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Loyalty Marketing Manager Resume
The section work experience is an essential part of your loyalty marketing manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous loyalty marketing manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular loyalty marketing manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Loyalty Marketing Manager resume experience can include:
- Set and prioritize a program roadmap and go-to-market approach, drive validation of all concepts and program enhancements
- Strong business acumen preferably with experience in loyalty/ travel/ ecommerce programs
- Collaborate across product teams, digital operations and total experience to determine and design the best customer experience
- Collaborate with the CRM team to improve the efficiency of CRM marketing promotions through business casing and customer experience improvements
- Experience working with various, cross-functional, internal and external groups to deliver results on time and on budget with limited direction
- Assess the effectiveness of existing initiatives and recommend and design new ones
Education on a Loyalty Marketing Manager Resume
Make sure to make education a priority on your loyalty marketing manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your loyalty marketing manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Loyalty Marketing Manager Resume
When listing skills on your loyalty marketing manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical loyalty marketing manager skills:
- Strong communication skills in diverse settings (with an emphasis on empathetic listening and persuasion skills) with many stakeholders
- Set and prioritize a program roadmap by identifying and appraising new ideas, determine test plans and recommend program enhancements
- Experience building budgets and ‘truing-up’ expenses on a monthly basis
- Experience collecting and using insights to determine strategic direction
- Experience leading consumer journey mapping processes
- Experience designing and implementing new products/services, preferably in web or mobile channels
List of Typical Experience For a Loyalty Marketing Manager Resume
1
Experience For Marketing Manager, Retention & Loyalty Resume
- Optimize the loyalty customer journey to ensure stellar customer experiences across channels/devices
- Talking shop –speaking to both marketing, UX, design and technical teams to get your ideas and improvements implemented, as well as engaging with agencies
- Serving as primary point of contact for all assets coming to and from partners and reporting of results
- Creating and optimizing customer communication strategies with 5+ years managing and developing a team
- Exposure to marketing and an understanding of the importance of end consumer/user when designing systems or processes
- Familiarity with app marketing
- Develop a referral program that drives a significant volume of sales leads. This includes referral incentives, processes, channels, and tracking
- Deep understanding and passion around the digital marketplace
2
Experience For Marketing Manager, Customer Loyalty Program Resume
- Manage and develop Expedia Rewards campaign team
- Informs, updates, and provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person in a timely manner
- Execute a loyalty marketing strategy and plan that drives: member loyalty acquisition, share growth, revenue, and retention; work towards executing a truly omni-channel loyalty and CRM strategy
- Develop targeted campaigns and communications strategy to include credit card marketing (points offers, retention, soft benefit programs, etc.) and multi-tender loyalty program marketing, creative assets, etc
- Solicit partnerships from internal/external stakeholders to create and grow acquisition/engagement/satisfaction
- As needed, make recommendations to better formulate improvements in our loyalty and CRM strategy, with clear objectives and measures of success
- Work with teams responsible for analyzing data across customer touchpoints (transactions, credit card purchases, browsing behavior, offer and response tracking, channel behaviors, demographics, etc.) to deliver valuable and actionable insights
- Develop email marketing strategies based on insights gained across brand channels and in conjunction with brand managers to drive highly personalized and innovative direct communications which elicit a response and transaction from target customers
3
Experience For Marketing Manager, Customer Loyalty Resume
- Collaborate with other departments (finance, store operations, global payments, IT, etc.) to ensure a customer and loyalty marketing program focus is grounded in data to drive future strategy
- Stay current on industry advancement within the CRM space and develop recommendations as needed, including social media opportunities, mobile device integration as well as new and emerging media
- Team player who is collaborative
- Work with and diplomatically influence at all levels of the organization
- Evaluating and developing new program benefits and highly impactful event opportunities to drive member engagement both in-store and online. Working closely with key stakeholders across the company and external partners to plan and coordinate implementation
4
Experience For Marketing Manager, Loyalty Reward Resume
- Developing acquisition and retention customer contact strategies in support of our Rewards”R”Us, Registry Rewards, Geoffrey’s Birthday Club and “R”Us Credit Card programs with the goals of driving traffic to stores, delivering incremental sales and profit, and building customer loyalty
- Develop a data-driven understanding of our customers, our segments, journey, and life cycle
- Naturally inquisitive and highly proactive, with desire to continuously improve current business
- Develop and execute loyalty marketing initiatives to optimize acquisition, retention, win-back, personalization, and promotional strategies across different platforms and programs
- Support the orchestration of a cohesive customer journey for customer acquisition, engagement, retention, nurture, and loyalty
5
Experience For Partner Loyalty Marketing Manager Resume
- Use data-backed measurement and analysis to constantly test, refine and scale campaigns
- Grows active customers, spend, retention and share of wallet for the TJX Rewards® Loyalty program
- Leverages program metrics, customer level data and consumer insights to monitor performance - proposing new opportunities within, drive decision making and have a keen eye on KPI performance
- Manages TJX Rewards® program marketing execution - inclusive but not limited to email & digital communication, in-store signage & lifecycle marketing campaigns to drive incremental sales
- Constantly explores new Loyalty opportunities to grow customer engagement - assesses the effectiveness of existing initiatives with recommending and designing new ones
6
Experience For Senior Loyalty Marketing Manager Resume
- Develops and executes cross-channel marketing strategies, managing internal and external partners throughout the business, including marketing, customer service, merchandising, payments, e-commerce and creative
- Builds out the customer lifecycle and communication journey to drive enrollments in and increase engagement with the program
- Builds test and learn strategies for program communication and engagement tactics
- Develops strategic creative briefs and sees projects form kick-off to post-campaign measurement
- Works closely across the organization to further educate partners and integrate Loyalty into the everyday business
- Stays current on industry advancement within the Loyalty/CRM space and develops recommendations as needed
- Oversees and manages the program budget with fine detail
7
Experience For Retention & Customer Loyalty Marketing Manager Resume
- Manages a team of 2 (or more) individuals
- Collaborate with the marketing and digital teams on member communications including emails, text messages, push notifications, direct mail, etc. as well as integration into other channels
- Collaborate across the business to bring the vision to life (i.e. Data/Analytics, Technology, Brand Marketing, Digital Marketing, Customer Service, etc.)
- Manage the promotional calendar for Shoe Perks and VIP tiers creating a cadence for events specific to those programs – double points events, VIP events etc…
- Develop and maintain key features and benefits, terms and conditions of the Shoe Perks loyalty program to include VIP tier and future tier requirements
- Understand and appropriately apply key loyalty marketing fundamental concepts, processes and practices which relate to driving customer demand and customer motivation
- Build strong relationships with Foot Locker brand teams to improve loyalty integration into Omni-channel marketing campaigns (paid media, brand emails, events, and social media campaigns.)
8
Experience For Digital Marketing Manager, Loyalty Resume
- Work closely with marketing teams across retail brands to ensure alignment with brand equity, voice and storytelling priorities and develop an integrated loyalty marketing calendar in coordination with priority product events/launches
- Develop loyalty creative assets as needed for web, social, in-store, email etc
- Partner with internal brand teams and customer experience team to improve the program’s creative testing programs in email, social media, signage, and more to optimize marketing
- Build creative capability internally and with partners to drive enrollments in and engagement with the loyalty program
- Collaborate with CRM team to build and execute A/B testing and new creative strategies to grow and strengthen the program, including seamless integration into communications across the customer journey
- Perform periodic and post-campaign KPI analyses to inform the business and shape future strategies. Regular analytics, results reporting and insights to loyalty team
- Strong collaborative spirit and relationship-builder both externall and internally
- Own development of all initiative needs including creation of functional requirements, customer experience, communication plans, creative briefs, learning objectives, reporting structure and teammate training
- Develop and optimize acquisition efforts, including in-store and partnerships, but also via cross-channel promotions, paid media, promotional offers, campaign integration etc
9
Experience For Digital Retention & Loyalty Marketing Manager Resume
- Develop new program features, promos & initiatives to deliver against program KPI’s and lead the successful roll out across all customer touchpoints (stores, ecommerce, CRM, and social)
- Understanding of IT/Marketing working relationships, Agile methodology and what it means to the business
- Number of direct reports: None
- Control or influence budget (Y or N): No
- Develop other creative strategies to increase retention and earn referrals
- Work with the insights & analytics team to understand program performance, generate member insights and understand consumers needs & desires
- Work with communications team to build acquisition plans and set contact & promotional strategies to increase program appeal, participation and spend
- Drives the regional IHG Rewards Club Member Lifecycle and leads the email channel strategy, and execution of member databases of IHG to drive loyalty room revenue to the Company’s direct distribution channels, and to support the direct to consumer news, promotions and messaging for loyalty marketing, partnership and Brand teams
- Manages, inspires and influences a Loyalty Marketing Executive, and internal and external stakeholders to drive high performance, brand pride, continuous improvement and engagement
10
Experience For Marketing Manager, Loyalty & Plcc Resume
- Represent existing customers in the Digital Transformation programme to help improve order journeys, CMS and data/personalisation capabilities
- Translate complex product interdependencies and eligibility criteria into experiences that make it easy for customers to recontract, regrade or buy products and services
- Work with CRM to execute loyalty lifecycle marketing strategy
- Own and drive loyalty marketing promotions through multiple channels
- Commercial acumen –be able to think commercially and make sure your ideas make sense from a commercial perspective
List of Typical Skills For a Loyalty Marketing Manager Resume
1
Skills For Marketing Manager, Retention & Loyalty Resume
- Strive to improve customer engagement and customer experience through every shopping experience
- Advanced skills in data extraction and analysis
- Experience creating and optimizing customer communication strategies, with 4+ years of team management and development
- Strong creative eye with the ability to manage creative feedback by keeping the business and the program branding top of mind
- Experience in leading the design and execution of programs across multiple communication channels including direct mail, e-mail, and digital channels
- Partner with Account Management to create on-boarding materials to ensure a positive and seamless experience
- Partner with the Digital Customer Marketing team to create and execute effective content
- Understand, consolidate and present loyalty reports and key performance indicators
- Strong work ethic an passion for growth
2
Skills For Marketing Manager, Customer Loyalty Program Resume
- Deep experience with Excel and business intelligence tools (such as Power BI)
- Able to manage projects, be organized, and set clear priorities
- Manage and prioritize multiple projects in a fast pace environment
- Interpret between business and IT/technology requirements to enable effective communication between all associated stakeholders
- Interpret between business and technology requirements to enable effective communication between all associated stakeholders
- Experience working in a multi-channel, multi-branded organization
- Experience with loyalty programs
- Experience with customer communications
3
Skills For Marketing Manager, Customer Loyalty Resume
- Define research with vendors to determine key factors in user experience, engagement, customer satisfaction and loyalty
- Ambitious go-getter with a high capacity to multi-task & prioritize
- New idea generator with a strong bias towards action
- Managing segmentation, targeting and the build of personalization capabilities across email, site, direct mail and media
- Managing weekly KPIs and reporting for loyalty program; provide key insights and act as the subject matter expert for the program
- Partnering with internal channel owners such as digital, mobile and in-store to develop and execute multi-channel programs that promote customer loyalty
- Partnering with our in-house creative team and external agencies from initial brief to in-market
- Lead our Net Promoter Score program by measuring scores, identifying key themes, and leading cross-functional initiatives to improve
- Own the program P&L and determine program pricing and reward structure, cost saving opportunities and forecast commercial benefits & member projections
4
Skills For Marketing Manager, Loyalty Reward Resume
- Manage loyalty/subscription program logistics, including agency oversight, administration, reporting, campaign execution, and internal communications
- Develop, plan and execute exclusive customer events and Moments driving engagement and program awareness
- Collaborate with Portfolio Marketing and Partnership for the identification, creation and maintenance of effective local partnerships, activations and campaigns
- Support pull-through of global strategies enhancing the Loyalty programs to strengthen customer loyalty and portfolio awareness and preference
- Own the membership key performance indicators and determine how to bring commercial value for BP
5
Skills For Partner Loyalty Marketing Manager Resume
- Lead the program design and implementation plan to launch service by working with key stakeholders in communications, product development, sales, finance & IT
- Passionate about changing people’s lives through nutrition, health and wellness
- Launch a Customer Advisory Board in order to capture ongoing feedback and suggestions from our most influential customers and prospects
- Partner with Local Marketing Managers to host events with current customers to keep them engaged and show our appreciation
- Align with local trading desk teams on how Expedia Rewards can support and be supported in wider Expedia brand offers and campaigns
- Work with channel owners to develop loyalty program messaging across channels such as site, email, SEM, PR. ATL, programmatic, social , mobile
6
Skills For Senior Loyalty Marketing Manager Resume
- Lead weekly Campaign Planning meetings
- Complete financial modeling and scenario analysis on campaigns and promotions in collaboration with Finance team
- Monthly campaign reporting to global partners
- Collaborate with Analytics team on development of insights and predictive models to optimize program audience selection and targeting
- Partner with data and analytics team to get reports and campaign metrics for reporting and analysis
7
Skills For Retention & Customer Loyalty Marketing Manager Resume
- Partner with Paid Media team to execute A/B testing, measure campaign KPIs and optimize campaign performance
- Create and refine customer segments for promotions and campaigns based on evaluation of key metrics including conversion, retention, cross-sell and ROI
- Work closely with Content for the identification and optimization of local and global social media presence
- Manage Continent-level loyalty activation goals, develop local tactics and plans that drive enrollments of new, high-value members
- Collaborate on development of CRM strategy for the business at a Continent level through coordination with Global Marketing team and other Continent marketing leaders
- Serve as an external and internal champion of Loyalty Programs
- Access consumer, marketplace and other relevant trends to develop business tactics which successfully impact customer behavior
- Work with internal cross-functional teams creating and managing loyalty initiatives including customer database acquisition, customer profiles, channel strategies, communication strategies, customer segmentation, reporting, testing, and analysis
8
Skills For Digital Marketing Manager, Loyalty Resume
- Support Loyalty program research to develop insights into new strategies and programs to create the most effective loyalty marketing program in the Middle East & Africa
- Experience working with product roadmaps, mobile apps, and data analytics
- Assists with monitoring the change rollout, technical and consumer communication for ongoing education to stakeholders
- Be creative and innovative with exceptional data / analytical
- Communications and Media-Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media
- Creative Expression-The ability to generate novel ideas or strategies, and to communicate them with unusual, clever, or novel methods that captivate and influence others
9
Skills For Digital Retention & Loyalty Marketing Manager Resume
- Lead the product team, including customer research, UX and technology leaders, in the discovery process to define optimal membership experiences
- Determine segment contact plans and opportunities to deliver personalized experiences, increased participation and spend
- Assess the program and optimize the consumer experience across multiple channels/devices to deliver best in class value to members, customers & BP
- Update and validate all loyalty marketing claims regularly used publicly to promote the programme
- Build business case to influence stakeholders to invest in customer redemption experience
- Experience working with Creative teams to deliver marketing campaigns
10
Skills For Marketing Manager, Loyalty & Plcc Resume
- Experience working in a highly collaborative corporate environment
- Experience launching new consumer products or features, preferably in a digital environment
- Product Management Experience, preferably connecting into the digital world
- Experience in a customer-centric, data-driven marketing role, preferably within CRM/Loyalty
- Solid understanding of consumer media (online and offline), PR and Social
- Strong attention to detail, self-starter, and the ability to manage multiple projects simultaneously
- Develop and determine a loyalty membership strategy to deliver acquisition, active participation and share of wallet from member segments
- Serve as delivery lead to implement features, working with marketing, technology and operation teams to develop end-to-end experience, positioning, pricing, IT deployment, support and communication plans
- Working closely with the fraud team to understand business risks
List of Typical Responsibilities For a Loyalty Marketing Manager Resume
1
Responsibilities For Marketing Manager, Retention & Loyalty Resume
- Proven ability to work in a fast paced environment with timelines and quality standards
- Define and execute end to end customer redemption journey across channels
- Work with product to prevent future attacks
- Develop customer communication strategy to address different fraud cases
- Relevant professional experience in loyalty, event management, brand activation, media, promotions, international consumer marketing, and/or field operations/marketing, demonstrating progressive career growth and pattern of exceptional performance
2
Responsibilities For Marketing Manager, Customer Loyalty Program Resume
- Handle the complexities of working with stakeholders across national and cultural borders
- Understand and meet the needs of multiple stakeholder groups and work in a global organization
- Understanding of the multiple cultures for pull-through in-market and implications on marketing communications (global and local social media platform communications)
- Assist in determining the overall My Verizon app vision and goal
- Manage the roadmap for continuous My Verizon improvements and innovations driven by data analysis, voice of the customer and competitive research
3
Responsibilities For Marketing Manager, Customer Loyalty Resume
- Evaluate LOE, feature requirements and functionalities, gross add and revenue opportunity for all potential products to help determine timeline for implementation into the app
- Keep up to speed with the latest and emerging mobile app trends and new technologies
- Work with digital analytics to define and optimize metrics and dashboards to measure app engagement
- Monitor competitive applications and functionalities to ensure My Verizon is best in class
- Communicate a clear perspective and strategy for the app roadmap to senior management
- Build loyalty and emotional connections to the VZ brand
4
Responsibilities For Marketing Manager, Loyalty Reward Resume
- Drive business outcomes (ex. reduce churn)
- Position Verizon for industry disruption
- Experience in consumer relationship, loyalty and/or subscription marketing, E-commerce, or related area such as customer insights, retail loyalty marketing, or digital marketing with demonstrable experience growing customer loyalty over time
- Keen interest in and affinity for data analytics
- Manage and influence across cross functional teams and at multiple levels
- Generate and apply insights to develop a consumer proposition
5
Responsibilities For Partner Loyalty Marketing Manager Resume
- Be a self-starter who is able to identify improvements, make critical decisions and work with subject matter experts throughout the business to implement
- Experience in leading the design and execution of programs across multiple communication channels including in-store messaging, direct mail, e-mail, social media, search engine marketing and web
- Be a self-starter able to identify improvements, make critical decisions and work with internal & external subject matter experts to implement changes
- Communicate and influence across multiple levels and teams to gain alignment on product plans
- Works with the Director of Loyalty Marketing to develop editorial content for Marriott Rewards communications within the Middle East & Africa. Responsibilities include managing the marketing calendar for Middle East & Africa Marriott Rewards newsletters (eNews), managing content for Marriott Rewards Email Template Tool (METT) and overseeing program channels, e.g. MR Insiders
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