Senior Manager, Loyalty & Membership

Role & Responsibilities:

The Senior Manager, Membership & Loyalty will lead the strategy, development, and execution of the membership program, with the goal of driving engagement, retention, and growth. Additionally, the Senior Manager will be responsible for developing loyalty programs across various customers segments and working closely with cross-functional partners to execute. This individual will bring with them a strong financial acumen to optimize and measure the programs’ impact. The ideal candidate will have a proven track record of creating and scaling loyalty programs that align with brand values and resonate with Cole Haan’s target customers.
The role requires a high level of strategic, operational, and analytical skills as well as a talent for building relationships with partners. You’ll need to be able to build a compelling case for making things happen – blending art and science to influence and direct others.

Key Responsibilities:

End-to-end Ownership of Cole Haan Membership Program

• Define the strategy, programmatic elements, benefits and experience for the membership program
• Develop and execute the initiatives to support the membership program and deliver against revenue and profit projections. Continually refine the programmatic elements & experiences to optimize and drive incremental revenue growth through higher customer engagement and adoption
• Work closely with cross-functional teams to provide thought leadership on the program and identify opportunities to leverage the membership program to drive and support company initiatives
• Use data to paint a clear picture of program performance and member behaviors to identify opportunities to further deepen customer relationships and grow incremental revenue
• Collaborate with marketing and other cross-functional teams to ensure cohesive messaging and successful membership campaigns
• Oversee day-to-day operations of the membership program
• Track and report on membership KPIs and provide insights and recommendations to leadership

Loyalty Initiatives

• Lead the strategic planning and execution of omnichannel loyalty programs that engage customers and drive retention
• Continuously analyze and optimize loyalty program performance, leveraging data to identify opportunities for improvement and maximize ROI
• Work closely with cross functional teams to integrate loyalty initiatives into broader marketing campaigns and customer engagement strategies
• Ensure that loyalty initiatives are aligned with the customer journey and contribute to a seamless, frictionless experience across all touchpoints.
• Track and report on key performance metrics, providing regular updates to senior leadership on program performance, customer engagement, and ROI.
• Stay up to date with industry trends, emerging technologies, and best practices in loyalty marketing to keep programs fresh and competitive.

Qualifications:

• 5-8+ years of experience in Loyalty, Strategy or Marketing with experience designing and deploying a complex, omni-channel membership and loyalty programs, ideally at a consumer retailer (footwear experience preferred)
• Bachelor’s degree in Business, Marketing, or related field.
• High proficiency in membership management software and capable of identifying strong external partners
• Creative problem-solving skills and an innovative approach to member acquisition and engagement.
• Strong analytical mindset with the ability to interpret data and translate insights into actionable strategies.
• Proven expertise in membership and loyalty program financial management
• Experience working with cross-functional teams to launch and optimize initiatives.
• Strong project management skills with the ability to manage multiple priorities and timelines.
• Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels.
• Highly detail oriented, analytical, and an expert in working with data
• Experience with A/B testing and optimization techniques
• Familiarity with customer data platforms (CDPs) and advanced analytics tools.

Base Salary: From $125,000 – 145,000 annually*
Bonus Eligibility: Yes, eligible for annual target bonus based on company and individual performance
Benefits Offered: Health Insurance, Dental Insurance, Vision Care, Health Savings Accounts, 401(k) Retirement Plan, Vacation Time, Sick Time, Paid Parental Leave, Holidays and Cole Haan Discounts