Senior Director, Loyalty Programs

When you join Verizon

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The Loyalty and Product Management Executive will be responsible for overseeing the development, implementation, and ongoing management of our customer loyalty programs and digital products. This role requires a strategic thinker with a strong understanding of customer behavior, market trends, and product lifecycle management. The successful candidate will drive innovation, enhance customer engagement, and contribute to the overall growth and profitability of the company. This role will be responsible for defining the long-term vision for our loyalty ecosystem, driving customer retention and lifetime value, and enhancing overall brand affinity. The ideal candidate will possess a deep understanding of loyalty program best practices, data analytics, CRM, and customer experience.

Key Responsibilities

Strategic Leadership

• Develop and articulate a comprehensive loyalty program strategy that aligns with overall business objectives and customer acquisition/retention goals.

• Identify and evaluate emerging loyalty trends, technologies, and competitive landscapes to ensure our programs remain cutting-edge and effective.

• Collaborate with executive leadership to secure resources and buy-in for loyalty initiatives.

Loyalty Program Management

• Develop and execute comprehensive loyalty strategies that align with business objectives and enhance customer retention.

• Design, launch, and manage various loyalty programs, including rewards, exclusive offers and experiences, and personalized communications.

• Analyze loyalty program performance metrics, identify areas for improvement, and implement data-driven optimizations.

• Collaborate with marketing, sales, and customer service teams to ensure seamless integration and promotion of loyalty programs.

• Stay informed of industry best practices and emerging trends in customer loyalty to maintain a competitive edge.

Loyalty Product Management

• Lead the entire product lifecycle for assigned digital products, from ideation and conceptualization to launch and post-launch optimization.

• Conduct market research, competitor analysis, and customer feedback analysis to identify opportunities and inform product roadmaps.

• Define product requirements, oversee user story creation, and work closely with technology and design teams to ensure timely and high-quality product delivery.

• Translate user needs into product features, effectively converting qualitative and quantitative user insights into concrete specifications for product development.

• Monitor product performance, track key metrics, and make data-driven decisions to enhance user experience and achieve business goals.

• Oversee the creation of financial projections for new products or initiatives, assess potential ROI, and manage budgets effectively.

• Champion a customer-centric approach to product development, ensuring that new features and enhancements meet evolving customer needs.

Cross-Functional Collaboration

• Partner closely with Marketing, Product, Sales, and Customer Service teams to ensure seamless integration of loyalty initiatives across all customer touchpoints.

• Work with Data Science and Technology teams to leverage customer data for segmentation, targeting, and personalization.

• Communicate program performance, insights, and recommendations to stakeholders across the organization.

Innovation & Creativity:

• Model thinking outside the box to identify novel solutions and opportunities.

• Lead teams to generate new ideas, challenge existing assumptions, and explore unconventional approaches.

• Foster a culture of experimentation and continuous improvement.

• Encourage a mindset of learning, adapting, and iterating based on feedback and market changes.

• Adapt to changing market conditions and technological advancements: Remaining agile and proactive in responding to shifts in the industry landscape and embracing new technologies.

Team Leadership

• Build, mentor, and lead a high-performing team of loyalty strategy, product and partnership professionals.

• Foster a culture of innovation, data-driven decision-making, and customer-centricity within the team.

Qualifications

Education

• Bachelor's degree in Marketing, Business Administration, or a related field. MBA preferred.

Experience

• 10+ years of progressive experience in product management or strategy, with at least 5 years specifically focused on loyalty program strategy, design, and management.

• Proven track record of successfully launching, growing, and optimizing large-scale loyalty programs for a consumer-facing brand.

• Experience with loyalty platforms, CRM systems, and marketing automation tools.

• Strong analytical skills with the ability to interpret complex data and translate insights into actionable strategies.

Skills

• Excellent strategic thinking and problem-solving abilities.

• Exceptional communication, presentation, and interpersonal skills.

• Strong project management and organizational skills, with the ability to manage multiple priorities simultaneously.

• Deep understanding of customer lifecycle management and customer journey mapping.

• Ability to thrive in a fast-paced, dynamic environment.

Scheduled Weekly Hours

Equal Employment Opportunity 

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, stock incentive programs, up to 8 company paid holidays per year and up to 6 personal days per year, parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.