Senior Manager, Loyalty

Serving the needs of all families with young children, Carter’s Inc. is the largest North American apparel retailer exclusively for babies and young children, encompassing Carter’s, OshKosh B’gosh, Skip*Hop and Little Planet brands. Meaningful work, constant learning, genuine people, and a community guided by core values that promote inclusion and innovation is in everything we do. There are many reasons to build your career at Carter's.

HOW YOU’LL MAKE AN IMPACT:
Carter’s is seeking a motivated, analytical, experienced Sr. Manager of Loyalty to lead the development, execution, and optimization of our customer loyalty program, Carter’s Rewards. This role will be instrumental in driving customer retention, engagement, and lifetime value through innovative customer-centric marketing and loyalty program initiatives.  If you’re passionate about creating memorable shopping experiences, driving brand loyalty, and maximizing program value, this role is your opportunity to celebrate the “perks of parenthood” with our customers, delivering meaningful moments every day. 

The Sr. Manager reports to the Sr. Director, Personalization & Loyalty and is based in our Buckhead office in our on-site work environment (4 days a week on-site). With a team of 2 Managers directly reporting and 1-2 indirect reports, this team will build and manage a dynamic, personalized program for the industry leader in baby apparel. 

Loyalty Strategy & Operations (40%)

• Develop and implement a long-term loyalty structure that drives customer retention and aligns with the company’s overall objectives.
• Lead the planning and development of Carter’s branded credit card program.
• Monitor retail industry programs, consumer behaviors, and customer expectations to introduce innovative features and program enhancements that create a differentiated loyalty experience.
• Collaborate with brand marketing, data analytics, product, operations, and e-commerce teams to ensure seamless program execution across in-store, online, and mobile channels.
• Oversee the day-to-day management of loyalty & credit card programs, ensuring they are executed effectively and deliver desired outcomes.
• Collaborate with the Customer Service team to address customer inquiries and feedback related to Carter’s Rewards & Carter’s credit card.
• Track and analyze program performance, and implement improvements to maximize customer engagement and ROI, driving growth in customer lifetime value (CLV) and program participation.
• Develop and manage the loyalty program budget, ensuring efficient allocation of resources to achieve maximum ROI.

Loyalty Marketing (30%)

• Leverage customer data to personalize rewards and optimize program performance through segmentation and targeted promotions.
• Utilize advanced data analytics to segment the customer base and create personalized loyalty experiences.
• Develop targeted loyalty campaigns that resonate with different customer segments and drive increased participation.
• Create campaigns and touchpoints that foster emotional connections between customers and the Carter’s brand.
• Partner with key stakeholders in Retail and Go-to-Market teams to integrate and plan loyalty & credit card events into the master marketing calendar.
• Ensure the credit card joint marketing fund is utilized effectively and efficiently, with visibility and approval of all consumer-facing tactics.

Stakeholder & Vendor Management (30%)

• Manage loyalty platforms and technologies, ensuring they are optimized for performance and scalability.
• Work closely with product and engineering teams to define requirements for personalization tools, platforms, and integrations.
• Manage relationships with the private label credit card provider, ensuring alignment with finance and retail operations.
• Continuously communicate program performance updates to a broad, cross-functional audience and executive leadership.
• Lead RFP processes, manage contracts, and ensure alignment within the martech stack cross-functionally.

WE’D LOVE TO HEAR FROM YOU IF:
Must-have requirements: 

• 8+ years of experience in loyalty programs, customer relationship management (CRM), or customer retention marketing, with 3+ years in a leadership role
• 5+ years managing private label credit card partnerships
• Proven track record of leading and developing high-performing emerging leaders
• Proven success managing large-scale loyalty or rewards programs in a retail or consumer-facing industry
• Experience implementing loyalty or credit card programs across a fleet of customer-facing associates
• Working knowledge of loyalty marketing platforms and/or CRM tools
• Interprets and