Pet Supermarket

Compensation

Full Description

As the Director of Loyalty, you will be the driving force behind building deeper, more meaningful relationships with our customers. You are passionate about creating customer-first experiences that inspire engagement, foster brand loyalty, and fuel long-term growth. In this role, you’ll lead the strategy and execution of retention-focused initiatives, developing impactful email, SMS, and direct mail programs while designing a loyalty program that sets a new standard in our industry. With a deep understanding of customer journey design and data-driven insights, you’ll craft seamless omnichannel experiences that connect our online, in-store, and service touchpoints. The Director of Loyalty will drive recommendations and enhancements to reach aggressive revenue goals and key performance indicators that transform CRM & Loyalty efforts to drive the brand’s long-term growth. We’re looking for a visionary leader who thrives at the intersection of digital innovation and customer loyalty; someone who can transform engagement into measurable results and take our business to the next level. Team Leadership · Develop and lead an innovative and customer-obsessed Digital & Loyalty Team · As a leader in the Marketing Department, foster a collaborative, innovative, and fun work environment. · Encourage a culture of experimentation, creativity, and customer obsession. Responsibilities · Strategically lead the development and execution of Pet Supermarket’s digital loyalty and customer lifecycle strategy. · Drive customer engagement and revenue growth through digital channels and loyalty programs · Act as the customer advocate for the best possible omnichannel experience, communications strategy, and loyalty initiatives. · Build and scale a best-in-class loyalty program aligned with overall business objectives. · Implement long-term strategies for loyalty program and digital marketing, including CRM and personalization initiatives. · Lead cross-functional teams to design, implement, and manage innovative loyalty initiatives that drive retention, recency, and engagement, partnering across Marketing, Merchandising, Operations, and IT. · Ensure that the customer journey is engaging, seamless across devices, and effective in translating touchpoints into an immersive experience resulting in transactions · Oversee direct marketing initiatives including email, SMS, direct mail, and customer analytics. · Identify and optimize new and existing opportunities for customer engagement and retention. · Ensure campaigns are seamlessly integrated across channels for a cohesive customer journey. · Implement A/B testing, pilot programs, and innovative campaigns to discover what resonates with audiences. · Define and measure activities against KPIs, create standardized dashboards, and share testing results. · Analyze customer data and insights to identify opportunities for personalization, retention, and business growth. · Oversee customer analytics as it pertains to segmentation and consumer insights to drive business decisions and bring the voice of the customer to life. · Partner with IT to ensure data integrity, database connectivity, and seamless integration across platforms. · Stay ahead of emerging channels, technologies, and trends in digital, loyalty, and retention marketing. Qualifications • 3+ years of broad experience in Loyalty, Retention, and Digital Marketing. • 2+ years' experience in a Digital Leadership role (Senior Manager or above) • Proven experience leading teams to deliver high quality, consumer products and experiences on web and mobile platforms • Experience in channel management, pricing, and marcom, preferably with experience in digital marketing Deep understanding of customer experience, customer journeys, customer segmentation, testing and optimization • Data/tech-savvy with experience in defining business requirements and data flows. • Highly data-oriented, with the ability to interpret complex metrics and datasets to guide decision-making. • Proven track record of launching, testing, and scaling successful loyalty and lifecycle programs. • Bachelor’s Degree in Business, Marketing, Communications, or related field required • Strong knowledge of deliverability, CAN-SPAM, CCPA, and GDPR compliance. • Proficiency with Tableau, Snowflake, Salesforce, Oracle, GA4, and Quantum. • Hands-on experience with Salesforce Marketing Cloud or other lifecycle/loyalty marketing tools. • Knowledge of Jira or similar project management platforms. • Retail, eCommerce, or pet industry experience a plus. • Creative, innovative thinker who is organized and solution oriented. • In tune with shifting trends in loyalty, retention, and retail/e-commerce marketing. • Ability to thrive as both a self-starter and collaborative team leader. Core Competencies · Customer Obsession · Loyalty Program Design & Optimization · Digital Customer Journey Strategy · Customer Data Science & Segmentation · Omnichannel Retention Marketing (Email, SMS, Direct Mail, Loyalty) · Strong Communication & Leadership Skills · Technical Expertise: SQL, Tableau, Snowflake, Salesforce, Oracle Pet Supermarket is an equal opportunity employer.