Customer Loyalty Campaign Manager

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POSITION SUMMARY :

As a Rewards and Loyalty Manager, you will be responsible for developing, managing, and strategic oversight of the Go Fresh loyalty program. You will work closely with other departments to ensure that customers are receiving the best possible experience as Go Fresh loyalty members. In addition, you will work with the Data Analytics Manager to identify trends and areas of opportunity to enhance the value proposition for participating members.

LOYALTY MANAGER DUTIES AND RESPONSIBILITIES:

• Responsible for the budgeted sales delivery.
• Evolve member value proposition, offers, and experiences with a view to personalize for specific sub-segments.
• Develop and execute against Go Fresh loyalty marketing calendar; lead Go Fresh projects to ensure key milestones are met and project requirements are delivered on time.
• Monitor competitive and industry trends to serve as the subject matter expert within the organization.
• Lead the execution of the digital coupon and rewards program
• Monitor guest relations personnel to ensure maximum satisfaction by recognizing all Go Fresh members.
• Check in with the Store Directors and the Director of Customer Satisfaction to ensure that Go Fresh members receive benefits on a consistent basis.
• Provide requirements for member enrollment.
• Liaise with other departments and any necessary outside contacts to ensure excellent service delivery at the front end, Mobile Markets, or third-party delivery service.
• Track and measure program results using a database, web analytics, and other tools to identify existing optimizations and new areas for improvement.
• Collaborate with the marketing team on promotional material to enhance the visibility of the Go Fresh loyalty program.

Perform the following functions, but not limited to:

• Provide new members “Welcome” and direct communication
• Collaborate on the application process for Go Fresh loyalty members.
• Handle loyalty member complaints and refer them as needed. Provide follow-up on corrective action.
• Schedule, organize, and attend Go Fresh loyalty meetings as needed to provide training and promotional support of the Go Fresh program.
• Assist in the development and implementation of a comprehensive, current, and guest-focused set of departmental standards and procedures for store locations to follow.
• Ensures that Go Fresh loyalty training programs are upgraded and put in place to meet the needs of the organization.
• Coaches, counsels, and disciplines employees while providing constructive feedback to improve performance.
• Maintains good relationships with staff by communicating with them on a regular basis.

FINANCIAL RESPONSIBILITIES

Works with the Director of Marketing to prepare and manage the department's annual budget. Among the responsibilities are:

• Assists in the coordination of the department's annual budget preparation.
• Controls and monitors departmental costs on an ongoing basis to ensure budgetary performance.

PREREQUISITES QUALIFICATIONS AND SKILLS:

• Problem-Solving and Decision Making
• Customer Focused
• Knowledge of the grocery industry and related merchandising, marketing, and category management experience.
• Bachelor's degree in Marketing, Business, or a related field (digital marketing)
• Excellent communication and interpersonal skills
• Possess general working knowledge of campaign management solutions.
• Financial acumen to speak to department performance Leading and Developing People
• Relationship management experience with vendors, brokers and third-party consultants

Experience: 5-7 years experience with digital coupons, rewards or relevant marketing experience; experience in retail with customer data knowledge preferred

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Bachelor's (Required)

Experience:

• Customer Loyalty: 1 year (Required)
• Campaign Management: 3 years (Preferred)

Work Location: Hybrid remote in Findlay, OH 45840