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Synergy Interactive · 2 days ago

Sr. Manager, Loyalty & CRM

Atlanta Metro

Contract

Hybrid

Senior Level

Synergy Interactive is seeking a Senior Manager, Loyalty & CRM to lead loyalty and CRM operations, enhancing guest experiences through the Rewards program. This role involves strategic planning, campaign management, and collaboration with cross-functional teams to drive engagement and optimize marketing efforts.

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Responsibilities

Develop and execute loyalty marketing strategies to grow Rewards membership and engagement

Lead planning for targeted campaigns, including gated offers, gamification, acquisition incentives, and point multipliers

Maintain expertise in loyalty and personalization trends, sharing insights and best practices across teams

Develop and optimize member lifecycle campaigns and journeys to grow and retain members, partnering with marketing analytics, category management, and brand teams to define segmentation, offers, and creative

Understand best practices for email, push, in-app content and SMS; lead channel strategy and oversee execution

Work closely with promotions and category leads to oversee couponing and promotional strategy and ensure seamless integration within the app experience

Own and manage the calendar of loyalty offers and personalized campaigns across owned channels

Utilize customer and contextual data to define segmentation strategies and attributes for targeted marketing

Ensure accuracy and timeliness of campaign execution, including segmentation, offer setup, and delivery

Provide oversight of Braze CRM campaign and canvas builds, QA, and deployment, as well as loyalty platform offer setup, QA, and deployment

Provide guidance and expertise to direct report responsible for loyalty offer set-up and segmentation, acting as final approver before offers are deployed to users

Serve as key approver for all campaigns and offers before guest deployment, ensuring flawless execution and alignment with brand standards

Partner with Product Owners and Managers to prioritize features and data enhancements that improve personalization and the digital experience. Partner on UAT to ensure enhancements meet requirements

Communicate campaign impacts to internal teams (mobile app, category, operations, guest support) to socialize plans and adjust strategies as needed

Collaborate with Category Teams, IT, Finance, Creative, and external agencies to deliver campaigns on time and within budget

Provide inputs to Analytics teams for measuring campaign performance (margin, profitability, engagement) and socialize learnings

Use insights to optimize future campaigns and improve ROI

Continuously identify opportunities to enhance offer and personalization processes

Manage and mentor two direct reports focused on technical production of Braze campaigns and loyalty offers

Oversee transition from legacy loyalty platform to new solution, ensuring smooth migration

Diagnose and resolve issues related to offer setup or campaign delivery, performing impact analysis and recommending corrective actions to ensure seamless guest experience

Manage agency relationships and associated budgets

Qualification

Loyalty marketing strategiesCampaign managementBraze CRMMarketing analyticsSegmentation strategiesCustomer engagementCross-functional collaborationTeam leadership