Director, Loyalty Strategy

About us 

We turn customer challenges into growth opportunities.   

Material is a global strategy partner to the world’s most recognizable brands and innovative companies. Our people around the globe thrive by helping organizations design and deliver rewarding customer experiences.  

We use deep human insights, design innovation and data to create experiences powered by modern technology. Our approaches speed engagement and growth for the companies we work with and transform relationships between businesses and the people they serve.  

About the Director, Loyalty Strategy

Working alongside a team of Loyalty + CRM strategy and delivery professionals you will become the trusted partner and subject matter expert for the Loyalty clients within your portfolio. You will guide clients to put their consumers at the center of their loyalty marketing initiatives. You will partner with account, technology, data & analytics, and operations to create recommendations to design innovative programs, help identify martech gaps, round out programmatic communications, improve loyalty member experience, and maximize the value of the program for the brands you serve.

You will work with your cross-functional team to ensure your recommendations are executed correctly, reported on promptly, and learnings leveraged for future program evolution. The successful candidate will have a strong affinity for collaboration, relationship building, storytelling, and enjoy a fast-paced, fluid agency environment.

As the Director, Loyalty Strategy you will:

• Support our Sales Initiatives as a Loyalty program and platform subject matter expert

• Lead cross-functional teams in the design, launch, and optimization of new Loyalty programs and platforms

• Provide guidance to qualitative and quantitative research teams exploring the needs and wants of customer segments to inform Loyalty Design

• Guide clients in building deeper relationships with their customers by placing them at the center of every new loyalty initiative. You will lead with a customer-centric bias, leveraging data, customer behavior, and competitive insights to inform every aspect of loyalty design, communication, and program improvement recommendation

• Continually measure, analyze, and recommend strategies and tactics that close identified gaps and/or seize opportunities to drive the client’s loyalty business objectives, goals and strategic pillars

• Learn the client’s business and act as a trusted partner in driving brand growth, engagement, revenue, and profitability through data-driven insights and financial acumen

• Craft client-facing strategic recommendations for loyalty design, communications, martech, and program optimization to drive higher lifetime value and profitability across the member lifecycle (acquisition, onboarding, engagement, growth, and retention)

• Continually assess client competitor programs, Loyalty best practices, and success across other Material+ programs to lead and continually improve client loyalty programs and communications to deepen relationships and drive higher profits

• Help define strategies that leverage loyalty program(s) as a key motivator for changing customer behaviors

• Lead Quarterly and Executive Business reviews of what’s working, learnings, trends, and what the client should consider Stopping, Starting, and Continuing to meet their annual loyalty program business objectives

About You

• Have led the design of a loyalty program for a nationally recognized brand—you will be asked to explain your approach, insights, testing methodology, and launch results

• Able to describe the differences in Monadic, Conjoint, TURF, and MaxDiff quantitative methodologies

• Are familiar with customer loyalty concepts (like Goal Gradient and Endowed Progress Effect), customer behavior and motivation (Intrinsic and Extrinsic), and how to apply these concepts in strategic recommendations

• Have a passion for loyalty marketing at the intersection of data, technology, and consumer behavior.

• Bachelor’s degree required

• 10+ years of experience in loyalty design and program optimization–agency experience required

• Experience with running loyalty programs on platforms like Punchh, Thanx, LevelUp, Paytronix, Sparkfly, or enterprise platforms built by Forrester Wave agencies

• Proven achievements in creating, storytelling, and selling in loyalty design, strategies and solutions to support customer business objectives

• Able to easily navigate and drive consensus through influence and relationship building in a matrixed environment

• Demonstrated analytical skills; comfortable working with data to tease out insights.

• Comfortable working with financials and developing basic results and revenue projections for your recommendations

• Aptitude for strategic thinking in a fluid environment

• Effective time management skills: ability to prioritize, collaborate, and meet deadlines.

• Comfortable in both marketing and technical environments

• Solves for business needs in an ambiguous environment

Why work for Material? 

In addition to fulfilling, high-impact work, company culture and benefits are integral to determining if a job is a right fit for you. Here’s a bit about who we are and highlights around what we offer. 

Who We Are & What We Care About 

• Material is a global company and we work with best-of-class brands worldwide.  We also create and launch new brands and products, putting innovation and value creation at the center of our practice. Our clients are in the top of their class, across industry sectors from technology to retail, transportation, finance and healthcare. 

• Material employees join a peer group of exceptionally talented colleagues across the company, the country, and even the world. We develop capabilities, craft and leading-edge market offerings across seven global practices including strategy and insights, design, data & analytics, technology and tracking. Our engagement management team makes it all hum for clients.  

• We prize inclusion and interconnectedness. We amplify our impact through the people, perspectives, and expertise we engage in our work. Our commitment to deep human understanding combined with a science & systems approach uniquely equips us to bring a rich frame of reference to our work. 

• A community focused on learning and making an impact. Material is an outcomes focused company. We create experiences that matter, create new value and make a difference in people's lives.  
   

What We Offer 

In addition to Medical, Dental, Vision, Life, Disability and FSA, Material offers: 

• A work environment that works best for you. Whether that’s fully remote, in one of our offices, or hybrid. 

• Flexible & synchronous time off. We trust our colleagues to take responsibility for and manage their workloads. That’s why we offer Flexible Time Off along with synchronous companywide closures and 11 company holidays.

• 12 weeks of paid parental leave. Every parent deserves to spend the first few months of their new child’s life with them. 

• Help planning for your future. We offer 401K match, as well as periodic financial wellness and planning sessions throughout the year.  

Pay Range: $111,600.00 – 191,280.00

The range shown represents a grouping of relevant ranges currently in use at Material. Actual range for this position may differ, depending on location and specific skillset required for the work itself. 

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