Job Description

SUMMARY OF DUTIES:

The Manager, Loyalty Program will lead the build, launch, activation and ongoing management of the Amtrak Guest Rewards loyalty program and member engagement framework in order to increase value creation and deliver lifetime customer value.

The Manager, Loyalty Program will support the evolution of our Amtrak Guest Rewards program through aligning with customer preferences. This role will create opportunities for customers to enjoy personalized experiences and tailored rewards that make every interaction with Amtrak more meaningful. This is a pivotal role that will work cross functionally to support program design, customer enrollment, member activation and analytics. The Manager, Loyalty Program will take a data and insight driven approach to program development that results in incremental growth. This position reports to Director, Loyalty Strategy and Operations.

ESSENTIAL FUNCTIONS:

Loyalty Program Design

• Support the overarching loyalty vision to strengthen customer lifecycle
• Develop strategies to grow and strengthen the Amtrak Guest Rewards program structure, roadmap and benefits,
• Maintain a deep awareness of successful loyalty and rewards programs in other industries, applying best practices to enhance our approach.

Customer Enrollment and Member Engagement

• Build and activate personalized acquisition and engagement offers in line with core audience segments
• Increase the relevance of loyalty levers to appeal to the needs and preferences of consumers in markets across multiple customer segments and service lines
• Build personalized omnichannel journey flows that strengthen engagement of the loyalty member base
• Be the voice of the loyalty member and strengthen the customer loyalty culture across all departments through providing actionable recommendations and ongoing feedback

Loyalty Analytics

• Leverage loyalty measurement framework, customer insights, and market research to identify opportunities that strengthen customer engagement, drive acquisition, and deliver personalized experience
• Measure impact and analyze weekly, monthly reports in support of key performance indicators

Cross Functional Leadership

• Strong collaboration with digital technology and operations to outline customer experience requirements and ensure a seamless integrated experience
• Develops and maintains strong relationships with key stakeholders across the business

MINIMUM QUALIFICATIONS:

• 7-10 years of relevant experience required
• Experience in travel, hospitality, brand marketing, loyalty marketing or CRM
• Bachelor’s degree in Marketing, Business Administration, or a related field (advanced degree a plus).

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to inspire and motivate team members, recognizing their contributions and strong ownership of their work.
• Support the execution of a comprehensive, long-term loyalty strategy to strengthen customer experience across the entire journey from acquisition to onboarding to engagement, and retention.
• Experience with loyalty metrics; capable of driving strategic initiatives and managing change
• Able to translate and communicate technical details clearly to business stakeholders.
• Self-starter who initiates actions and follows up to get results.
• Ability to analyze customer data and market trends to identify opportunities for loyalty program improvements and new initiatives.
• Experience in implementing strategic marketing plans that align with business goals and enhance customer loyalty.
• Excellent verbal and written communication skills to effectively collaborate with internal teams and communicate with customers.
• Strong project management skills to oversee the implementation of loyalty programs and ensure they are executed on time and within budget.
• A customer-centric approach with a focus on delivering exceptional service and building long-term customer relationships.
• Experience in leading and motivating cross-functional teams to achieve marketing objectives and drive customer engagement

PREFERRED QUALIFICATIONS:

• Experience with loyalty programs or customer relationship management (CRM).
• Previous data analysis or analytics experience or education.
• Strong familiarity with enterprise technology concepts and loyalty practices.
• Familiarity with martech applications such as SFMC (Salesforce marketing cloud) and AEM (Adobe Experience Manager) and designing and implementing personalized campaigns.

WORK ENVIRONMENT:

• Frequently works in a dynamic, fast-paced environment that requires the individual to simultaneously manage several tasks, while paying attention to detail.
• This is a typical office environment position
• Ability to travel for business up to 10%

COMMUNICATIONS AND INTERPERSONAL SKILLS:

Must have excellent oral and written communication skills.

PAY TRANSPARENCY:

The salary/hourly range is $113,200-$146,664. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc. Depending on an employee’s assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee’s base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes health, dental, and vision plans; health savings accounts; wellness programs; flexible spending accounts; 401K retirement plan with employer match; life insurance; short and long term disability insurance; paid time off; back-up care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learn more about our benefits offerings here.

Job Tags

Similar Jobs