Customer Loyalty Specialist- Hybrid- JourneysGenesco • Nashville, TN, United States
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Customer Loyalty Specialist- Hybrid- Journeys
Genesco • Nashville, TN, United States
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job_description.job_card.job_descriptionBachelor's Degree with at least 2 years related experience or an equivalent combination of education and experience required. B2C loyalty and CRM marketing experience for an omnichannel retailer preferred Experience working with Loyalty Management Platforms (Salesforce, Cheetah Digital, etc.) preferred Ability to collaborate with cross-functional teams to work towards a common goal Excellent verbal and written communication skills with ability to leverage business and technical insight Strong ability to analyze, identify, and understand critical issues and information to make informed business decisions Ability to work independently and in a team environment
Overview :
As the Loyalty Specialist, you will support the day-to-day execution and coordination of campaigns that drive engagement and retention within the Journeys All Access Rewards program. You'll work closely with the Loyalty Manager and cross-functional teams-including creative, analytics, and channel partners-to help deliver personalized communications, seasonal offers, and lifecycle journeys that strengthen member relationships and encourage program participation. This role is hands-on and detail-oriented, focused on campaign setup, QA, reporting, and optimization to help increase customer lifetime value.
Areas of Responsibility :
- Journeys All Access Rewards Program Development :
- Collaborate with cross-functional teams (Marketing, Operations, IT, and others) on programs to evolve and optimize the Journeys All Access Rewards Program.
- Build, launch, and manage omni-channel loyalty campaigns alignment to overall loyalty goals and strategies.
- Maintain a seasonal campaign calendar aligned with Sales and Marketing initiatives.
- Identify opportunities to enhance customer engagement, increase repeat purchases, and foster brand advocacy.
- Leverage data-driven insights to segment and target different customer groups effectively
- Program Communication and Engagement :
- Oversee communication strategies for program members, ensuring timely and relevant messaging.
- Collaborate with internal partners to create compelling content, promotions, and personalized offers.
- Drive engagement through targeted campaigns, events, and exclusive member experiences.
- Cross-Functional Collaboration :
- Work closely with Product teams to enhance the digital experience for loyalty program members.
- Collaborate with Customer Service to address member inquiries and resolve issues promptly.
- Partner with Retail Operations to ensure seamless in-store experiences for program members.
- Performance Measurement and Reporting :
- Work with Loyalty Manager to develop KPIs for loyalty campaign success and track performance against targets.
- Track and report on loyalty program KPIs such as new member acquisition, points earned and redeemed, and campaign effectiveness
Qualifications :
#LI-LC1
#Hybrid
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Customer Loyalty Specialist • Nashville, TN, United States