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Senior Manager-CRM & Loyalty

Company: rue21
Location: Warrendale
Posted on: September 24, 2022

Job Description:

Company Description
At rue21, we believe fashion should be fun and accessible to all. As a leading specialty retailer, we're different, we're unique-just like you. rue21 combines a shopping experience designed to fit the individuality of our customers with a community to foster love, advocate change and empower each other through what we wear and what we do. Join our team and be #YOUinrue.
Living Our Values
Inclusivity: rue21 embraces all of you. We promote individuality and celebrate our differences. All are accepted, respected and welcome. Integrity: We own our words, our actions, and our results. We set our standard high by thinking big. It matters how we show up and how we play the game. Collaboration: Together we are rue21. We listen and support each other and achieve our collective goals together. Curiosity: We don't ask why, we ask why not? We are agile and are driven by new ideas and original thinking. We are passionate and believe anything is possible. Community: Our power is our people; our community of customers, associates and partners. We care, we connect, we listen and we deliver.
Job Description
The Senior Manager, CRM & Loyalty is responsible for CRM strategy and loyalty execution - developing, implementing, and improving the company's performance metrics by leveraging and advancing CRM and loyalty analytics. This position is a key member of the Customer Strategy Marketing team, responsible for the development, management, and execution of omnichannel contact strategies and programs to drive revenue via actionable customer insights.

  • Manage 3 direct reports.
  • Evolve and execute loyalty and credit program design, strategy and associated tactics that ultimately fulfill member's expectations.
  • Drive the direction of customer segment targeting and reporting to inform the development of the loyalty and private label credit card program.
  • Develop and build strategy and large-scale CRM programs seeded in the consumer/member lifecycle across a variety of organizational business strategies and goals.
  • Ideate, create, report on, and execute on customer/program performance metrics on an on-going basis, including drawing conclusions and recommending immediate strategic action.
  • Establish KPIs, manage performance/reporting, and communicate campaign/strategy results to cross functional partners, as well as executives.
  • Establish, continually measure, and refine customer KPIs.
  • Partner closely with Business Intelligence and Analytics teams, providing direction inclusive of establishing analytics roadmap, writing analytics briefs, and aligning on methodology and approach to measurement of KPIs.
  • Leverage member insight to develop 360 view of the member down to an individual level - inclusive of necessary offers, incentives, brand partnerships, and messages to drive purchase frequency and customer satisfaction.
  • Partner closely with Project Management, Brand Marketing, eCommerce, Social Media, Customer Service, Store Operations, Finance, and IT teams to achieve a cohesive enterprise-wide loyalty program that delivers on financial return goals/objectives.
  • Own and manage loyalty program budgets and achievement of customer revenue targets.
  • Identify opportunities to further drive revenue through customer campaigns, improved marketing efficiencies, etc.
    Qualifications
    • Bachelors' Degree
    • Minimum of 5 years in Retail Marketing, CRM, Loyalty program management.
    • Solid understanding of retail dynamics, digital engagement is required.
    • Loyalty program marketing & management experience through vendor partnerships is required.
    • Proficiency with customer research and analytics methods (RFM, Market Basket, Lookalike Modeling, etc) is required.
    • E-mail, Mobile (SMS) and Social Media Marketing experience required.
    • Creative, analytical, and thoughtful thinker - open to testing new ideas and working towards validating results.
    • Solid understanding and experience with customer segmentation, customer journey creation, omnichannel strategy activation, and other customer relationship management strategies.
    • Passion for customer-centric marketing and strong interest in leveraging data to achieve positive business outcomes.
    • Ability to work cohesively with key cross-functional partners.
      Additional Information
      Please be aware that the Company requires employees to be vaccinated for COVID-19. This position will require the successful candidate to show proof that they are fully vaccinated for COVID-19. The Company is an equal opportunity employer, and will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law.
      At rue21 we believe everyone has a voice and a seat at the table. Inclusion is in our DNA, and we embrace each individual's unique story they have to tell.
      Our Benefits Include
      • Employee Discount
      • Generous PTO Allowance
      • Energetic & Innovative Culture
      • Casual Dress Code
      • 401k Retirement

Keywords: rue21, Pittsburgh , Senior Manager-CRM & Loyalty, Executive , Warrendale, Pennsylvania

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