DESCRIPTION

Please apply directly to True Religion for this role.

THE PURPOSE:

We’re looking for a highly strategic and customer-centric thinker who can help develop and implement the 2.0 vision for loyalty and lifecycle marketing across platforms and channels (i.e. loyalty program, app/site, email, SMS, push). This person will be on-site, in our Gardena offices 3 – 4 times a week.

As the Loyalty & Lifecycle Marketing Manager, you will play a key role in the growth and success of customer loyalty and retention for True Religion. You will be a key driver in a loyalty program’s growth targets, enhancements, member communications, and promotions, and will work collaboratively with Retention channel leads to collectively build and optimize lifecycle marketing across channels. The position reports directly to the Senior Director of Lifecycle Marketing and shares responsibility for delivering incremental sales, visits & customer LTV through all available marketing channels.

THE ROLE (what you are accountable for)

• Manage the True Fam Loyalty program day to day (from ideation to implementation) while driving optimization and longer-term program enhancements.

• Design loyalty triggers / journeys to further optimize and build out a lifecycle framework designed to reduce churn and drive incrementality across channels with our best customers.

• Partner across channels to drive consumer engagement with the loyalty program, and promote new and existing features and offers.

• Manage owned calendar flighting and prioritize message hierarchy and VIP segmentation strategy.

• End-to-end testing of new rewards/offers.

• Develop and maintain content & tactic calendar and quarterly planning.

• Partner with eCommerce site team to optimize the app/web CX for the True Fam Loyalty Program

• Conduct ad hoc reporting as needed to support the measurement and performance of the loyalty program and offer initiatives, ideally both traditional and cohort-based views.

• Experience driving insights from a CDP and building audiences a strong plus.

• Works with the analytics team to interpret test results, build strong foundational knowledge, and to determine future strategy.

• Produce weekly, monthly, quarterly, and annual KPI reporting for senior leadership team.

• Serves as a liaison on behalf of the retention team to build strong relationships with site merchants, planning, creative, performance marketing, e-commerce teams, stores, and IT (along with other marketing departments) to ensure consensus and seamless partnerships throughout loyalty & lifecycle marketing programs & communications.

• Partner and primary relationship holder between True Religion and our loyalty platform provider.

YOU ARE:

A data-driven loyalty marketing evangelist with a passion for driving incrementality from the best (or future best) customers via test and learn, and optimization of all stages of the customer lifecycle. Must be detail oriented, able to balance customer experience with business objectives, and to communicate insights and recommendations to a non-analytical audience.

REQUIRED MINIMUM EXPERIENCE:

• 3 - 5 years experience managing loyalty programs (with bonus points for having managed a fashion program in the online space).

• A successful track record of developing promotion(s) and customer program execution for a retail or consumer brand.

• A passion for developing strong relationships with customers through excellent programs, communications, and offers.

• A customer-first mindset that translates that into profitable win/win relationships.

• Strong communicator with the ability to influence and drive the decision-making process.

• Able to multi-task, work independently within a team, take on new work and expanded responsibility as needed.

• A go-getter full of positivity and patience with ambiguity.

• Can forge appropriate internal and external relationships to ensure an exceptional outcome on projects.

• Able to manage multiple project schedules in a fast-paced and highly detailed environment.

• Comfortable leveraging analytics to make strategic business decisions on how to iterate and improve the loyalty program.

• Knowledge of Web Analytics tools such as Google Analytics 4

• Advanced Excel proficiency (Vlookups, Macros, etc.)

PREFERRED EXPERIENCE:

Bachelor’s degree in Business, Behavioral Science, or related marketing field and 3 years’ experience in digital media or related field.

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