Loyalty Manager (Ecommerce)

TL;DR

Loyalty Manager (Ecommerce): Supporting the delivery, management, and optimization of the DTC customer rewards program with an accent on customer engagement and lifecycle management. Focus on developing reward incentives, tracking KPIs, and ensuring a seamless customer experience across all touchpoints.

Location: Must be based in the USA. Hybrid in New York City (3 days in office required) or Fully Remote for candidates outside commuting distance of NYC.

Salary: $75,000 – $85,000

Company

A privately owned design-led gift brand specializing in innovative luxurious soft toys, accessories, and baby products.

What you will do

• Manage day-to-day rewards program operations and ensure a seamless customer experience across touchpoints.
• Develop and evolve reward incentives and campaigns based on market insights and customer segmentation.
• Implement strategies to increase customer participation via email, SMS, social, and onsite channels.
• Collaborate with cross-functional teams including ecommerce, marketing, product, IT, and customer service.
• Track and analyze KPIs and report performance updates and recommendations to senior stakeholders.
• Coordinate with international stakeholders to adapt program activity for the North American market.

Requirements

• At least 5 years of experience in the loyalty or customer engagement field.
• Proven experience with loyalty programs or rewards schemes within retail or eCommerce.
• Strong analytical skills with the ability to translate data into actionable recommendations.
• Proficiency in CRM systems, loyalty platforms, and data analysis tools.
• Must be based in the USA.
• Excellent communication, project management, and stakeholder management skills.

Nice to have

• Experience with Antavo, Playable, Bloomreach, and Shopify.

Culture & Benefits

• Annual discretionary bonus tied to company and personal performance.
• Comprehensive health coverage (Medical Blue Cross Blue Shield, dental, vision, disability, and life insurance) with HSA contribution.
• 401k matching up to 5% of salary.
• 30 days of combined PTO (vacation and sick time).
• Confidential support via the Employee Assistance Program.
• Active social committee and regular company celebrations.