Ascend Wellness Holdings (CSE: AAWH.U / OTCQX:AAWH) · 4 days ago
Senior Manager of Loyalty
West Chicago, IL
Full-time
Hybrid
Senior Level, Lead/Staff
$118K/yr - $161K/yr
8+ years expAscend Wellness Holdings is a vertically integrated cannabis cultivator and operator committed to enhancing customer experience in the cannabis industry. The Senior Manager of Loyalty will lead the development and execution of loyalty strategies aimed at strengthening customer connections and retention, while collaborating across various functions to ensure a cohesive customer experience.
AgricultureCannabisFarming
Responsibilities
Serve as a hands-on, working leader who shapes strategy and executes in the day-to-day, ensuring progress is measured against defined KPIs for engagement, retention, and customer lifetime value
Develop and own the enterprise loyalty strategy from concept through execution, covering program design, optimization, and innovation roadmap
Champion the customer voice in every initiative, ensuring loyalty drives genuine connection, satisfaction, and repeat engagement
Lead the evolution of the Ascenders Club, creating tiered, experiential benefits that deliver measurable business impact
Act as a cross-functional connector across Brand, Marketing, Retail, Digital, and Operations, embedding loyalty into the broader customer experience and commercial strategy
Collaborate closely with field and retail teams to bring loyalty to life at dispensary level, ensuring every in-person interaction reinforces program value and customer delight
Translate complex data into clear, actionable insights that inform strategy, optimize campaigns, and guide investment decisions
Monitor and report performance against KPIs, providing transparency, accountability, and proactive recommendations to the Executive Team
Serve as a trusted advisor to senior leadership communicating insights through compelling narratives and influencing long-range planning and resource allocation
Identify and evaluate emerging technologies, partners, and platforms to enhance loyalty innovation and future-proof the program
Foster a continuous improvement mindset through agile testing, customer feedback loops, and analytics-driven iteration
Drive consistent brand storytelling across all loyalty touchpoints, ensuring tone, visuals, and experience align with Ascend's premium identity
Manage vendor and technology relationships (CRM, automation, app, or loyalty platform partners)
Perform additional projects that advance Ascend's loyalty, customer engagement, and retention goals
Build and lead a high-performing team of strategists and experience designers, fostering a culture of innovation, accountability, and excellence
Directly manage and mentor team members, providing coaching, feedback, and professional development opportunities
Foster a culture of innovation, collaboration, and accountability within the team
Partner with Human Resources to recruit, train, and retain high-performing talent within the Loyalty organization
Qualification
Required
Bachelor's degree in Marketing, Business Administration, Communications, or related field; MBA or advanced degree preferred
8+ years of experience in Loyalty, CRM, or Customer Experience roles within retail, CPG, or hospitality sectors
Proven success as a working leader who both sets strategy and executes, delivering measurable results tied to customer KPIs
Strong understanding of customer behavior and passion for building programs that create emotional connection and long-term advocacy
Demonstrated ability to develop and implement omnichannel loyalty strategies that drive quantifiable business outcomes
Exceptional analytical and storytelling skills with the ability to turn insights into action
Hands-on experience leveraging CRM, customer analytics, and marketing automation to optimize engagement and retention
Ability to collaborate cross-functionally with Marketing, Retail, Operations, and Technology to create seamless customer experiences
Proven leadership in developing and inspiring teams through feedback, coaching, and empowerment
Excellent communication and presentation skills; confident engaging with executive stakeholders and board-level audiences
High degree of emotional intelligence, adaptability, and resilience in a dynamic, growth-focused environment
Ability to travel periodically to retail locations and member events as business needs require
Company
Ascend Wellness Holdings (CSE: AAWH.U / OTCQX:AAWH)
Ascend Wellness Holdings, Inc.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$825.54MKey Investors
CFBankSeaport Global Securities
2025-09-30Post Ipo Debt· $9.35M
2025-05-28Post Ipo Debt· $50M
2025-01-10Post Ipo Debt· $15M
Leadership Team
Frank Perullo
President, Director and Co-Founder
Danielle Drummond
Vice President of Social Equity
Recent News
2025-12-10
New Cannabis Ventures
2025-11-11
Company data provided by crunchbase