Senior Manager Loyalty Performance

Role Overview

As a Loyalty performance manager you will work with loyalty insights from our Data and Analytics team, facilitate the knowledge across BUs in North America and make concrete recommendation on how to increase performance on loyalty in each BU. These recommendations will be based on insights data, current financial information and a commercial understanding to create as strong a foundation for the recommendations as possible. The purpose is to support the overall goals for Loyalty and help BUs in making fact based decisions on how to best grow loyalty and the value of the Inner Circle customers. You will lead best practice efforts on which communication initiatives and offers that works best and that we should push across BUs. You will also own business cases and financial evaluation of new concepts and initiatives supporting the continuous improvement of the Inner Circle concept and customer experience. It will also be your responsibility to guide the Loyalty team on financial performance and effects.

Key responsibility areas:

• As member experience responsible ensure the customer experience for our members, and CRM responsible bring the best experience in our 1-1 relation in comms our performance manager need to be the key person in loyalty to ensure that we always bring a value perspective in what we do based off data and financial insights. Through close collaboration and presence in loyalty team be the proactive sparring partner for the team on how we best drive value.
• Facilitate insights based off loyalty data across BUs and make concrete recommendation on how to increase performance on loyalty in each BU. These recommendations will be based on insights data, current financial information and a commercial understanding to create as strong a foundation for the recommendations as possible.
• Own business cases for loyalty and financial evaluation of new concepts and initiatives and yearly budget planning. Follow up on budgets throughout the year.
• Guide  the loyalty team on performance and effects
• Work cross-functionally with loyalty, Product Managers, D&A, Data Engineering, Merchandising, fuel, as well as the BU teams, being concrete on the value of the loyalty program and its initiatives.
• Deliver strong presentations in power point to communicate actionable insights, planned initiatives, and actions taken to create commercial value.
• Work closely with the Loyalty Member experience team, Loyalty Operations, Loyalty Product Managers and CRM responsible to build clarity of the timelines in the North America loyalty department.
• Strategic planning - Communicating timelines and guide expectations on initiatives and the value of those.
• Collaborate closely with the Loyalty Analytics team to define, measure, and report on the key performance indicators of performance and business value.
• Location: Charlotte
• Requirements:

Who You Are

You are a team player who thrive at getting everyone to succeed and understands how to communicate across cultures and levels in the organization.

• You are great at translating and communicating data into concrete recommendations that includes addressing the value of the recommendation.
• You will, based on insights, recommend best practice across BUs to ensure maximum effect of the communication efforts.
• You are a storyteller who understands how to communicate facts into a story on how certain actions will help grow the business.
• You can work with complex data and across many stakeholders and still keep a focus and a pace that will help you reach your targets.
• You are a self-starter who is comfortable setting the pace. You’re excited by the prospect of fostering growth, efficiency, and a positive culture on a team that’s just getting started

What We Need:

• 6+ years of finance, data and analytical experience driving business performance.
• Good analytical understanding of how to translate complex and big amount of data into single understandable recommended actions with a business value.
• Strong commercial understanding, ensuring link between BUs P&L and loyalty initiatives.
• Good technical understanding to ensure link between technical roadmap and the business value loyalty team will deliver.
• Demonstrated ability to communicate complex information in a condensed manner to a wide range of audiences, verbally and in writing.
• Strong people skills understanding how to meet people and create buy-in for ideas no matter their level in the organization.
• Masters degree in Finance, Engineering or similar.
• Consultant background or similar and strong communication skills. Delivering strong power point presentations to support initiatives, timelines and business value.
• Demonstrated ex