About Shopko



United States

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Customer Loyalty Program Manager

Shopko - Green Bay, Wisconsin

Posted: 10/17/2018

External Job PostingPOSITION SUMMARY:  Lead loyalty initiatives to address customer acquisition, engagement, and retention. Launch the creation, development and implementation of Shopko’s loyalty initiatives, with a focus on improving customer experience, purchase frequency and lifetime value. Define, design, and execute the business requirements and related marketing efforts to support business loyalty objectives. Develop personalized marketing programs to address customer attrition and reactivation to support the overall health of our customer file.
DUTIES & RESPONSIBILITIES: Loyalty Program Operate as the primary business owner for loyalty initiatives, leading cross-functional teams to design, build, and optimize features and marketing strategies Own development of all initiative needs including creation of functional requirements, customer experience, communication plans, creative briefs, learning objectives, reporting structure and teammate training Collaborate with the Ecommerce and Technology teams to define features and data requirements to build and enhance the customer experience across all stages of the customer lifecycle to drive loyalty Maintain additional customer facing programs to achieve desired goals related to reactivation Develop and optimize acquisition efforts, including in-store and partnerships, but also via cross-channel promotions, paid media, promotional offers, campaign integration etc. Create and refine customer segments for promotions and campaigns based on evaluation of key metrics including conversion, retention, cross-sell and ROI 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). Socialize plans, learnings and next steps between Marketing, Merchandising, Finance, Store Operations, Analytics and Ecommerce Monitor/respond to loyalty customer comments and reviews and surveys to enhance guest experience and satisfaction
Analytics Develop reporting and metrics to understand overall customer retention and repeat behavior across key segments and monitor loyalty success at program, customer segment and campaign level Work with CRM Analytics on development of insights and predictive models to optimize program audience selection and targeting Quantify the business impact of the programs developed and continue to enhance performance over time Communicate loyalty performance and provide actionable insights to leaders that assist in continuous improvement to the loyalty program Support cross-functional teams and marketing  programs across all channels as needed with required analytics and customer information
MINIMUM KNOWLEDGE, EXPERIENCE & SKILLS REQUIREMENTS: Bachelor's Degree in Business, Marketing or related field  5+ years of experience in a customer-centric, data-driven marketing role, preferably within CRM/Loyalty 3+ years of experience developing, integrating, and delivering business initiatives 3+ years of experience in Retail (technology or business roles) 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 Experience in creating, testing, and measuring retention strategies to drive incremental sales and optimized ROI Always a data driven marketer, curious to learn more about customer behavior and key purchase drivers. Technically proficient and knowledgeable in architecture that gathers customer information and feeds database solutions that drives and supports CRM strategies Proven cross functional team leader and project manager who can interface with all levels including Senior Management. Must be able to motivate, develop, and direct staff and teams as they work.
Company OverviewWe provide general merchandise, Pharmacy, and Optical services in our store formats of Shopko, Shopko Hometown, and Shopko Express.   
 At Shopko, we understand what matters to our customers.  Our stores are designed to be simple, clean, and welcoming, not overwhelming.  We offer the essentials our customers need and the brands they trust at a fair price.  Shopko, the Stuff that counts.Shopko offers a professional team-oriented work environment, career advancement opportunities, competitive wages, and a comprehensive benefits package!

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 Shopko is an Equal Opportunity Employer functioning under an Affirmative Action Plan m/f/d/v.

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