Manager, Loyalty & Customer NPS

SalonCentric

SalonCentric, a wholly owned subsidiary of L'Oreal S.A. is headquartered in St. Petersburg, Florida and is the premier distributor of salon professional products in the USA. Created by L'Oreal USA in 2008 and operating in 48 states, SalonCentric has more than 550 business partners, 585 stores and 260 state and RDA stores. Together We Are Beauty! Our mission is helping salon professionals grow their businesses. And we love doing it! Whether we're narrowing down the perfect product assortment or giving advice face to face, we're here for salon pros every step of the way. While you don't need beauty industry experience to find the perfect SalonCentric job for you, we're looking for people who are passionate about giving salon professionals everything they need to thrive.

Position: Manager- SalonCentric Customer NPS and Loyalty

Department: Digital

Location: St Petersburg, Florida

Summary:

The Customer Loyalty Manager will assist in all aspects of the management and coordination of the SalonCentric NPS (Net Promoter Score) program. This individual will be a key player in driving SalonCentric customer retention initiatives via NPS and SalonCentric's annual Relations survey. This position will also focus on supporting our ProRewards Loyalty program and initiatives that increase engagement and boost incremental sales. Executing marketing strategies through new program enhancements and a continuous dedication to delivering a best-in-class member experience This position requires a strong balance of planning and coordination, communication, analytics, and problem-solving skills. It also requires the ability to work in a fast-paced, deadline driven environment.

Position Responsibilities:

• Manage and coordinate NPS program by working closely with key functions across organization: MarTech, NPS Channel Leads, CRM, Creative Marketing, IT/DIT Loreal and SalonCentric Channel teams
• Manage NPS event calendar and support in building strategic roadmap
• Collaborate and work closely with key players of internal teams: Marketing, CRM, SMS, Digital, Social, Creative, Stores, Street and eCommerce to ensure optimization of NPS events and Loyalty promotion marketing process
• Review reporting on NPS and Loyalty Program
• Analyze NPS and Loyalty Program dashboards and performance to help refine and optimize for future campaigns
• Own marketing asset approval through the creation of briefs to Creative in Wrike that promote and support the NPS program
• Coordinate with stores and sales channels on communication and execution of the various campaigns
• Assist with training regarding NPS program with all SalonCentric Channel teams
• Assist with customer care escalations related to NPS and Loyalty Program

Position Requirements:

• Ideal candidate mindset: Passionate, agile, digitally savvy & eager to learn
• Ideal candidate behaviors: Detail oriented, effective time management, critical thinker, clear communicator
• Proactive, self-motivated results oriented go getter, driving projects to completion with a high sense of urgency, ability to work under pressure and quickly adapt to change. Attention to detail and organization with strong follow through; managing and influencing multiple priorities and projects.
• Ability to navigate multiple promotions while consistently putting the customer experience first
• Excellent written and verbal skills - must be able to effectively hold internal and external stakeholders accountable to deadlines while maintaining positive relationships
• NPS and Loyalty Program experience is a plus
• Bachelor's Degree in Marketing, Digital Marketing Business Administration or related field is preferred
• Proficient in Microsoft Office Suite (Excel, PowerPoint, Word, etc)
• Travel required as needed

Working at SalonCentric has its perks!

• Competitive compensation packages
• Fantastic growth potential
• Medical, dental & vision coverage
• Short-term & long-term disability
• Maternity & paternity leave
• 401(k) with company match
• Generous employee discounts
• Employee assistance programs
• Paid holidays, vacation, personal time, and summer Fridays!
• This isn't a full list of the incredible benefits we offer. To learn more, head over to SalonCentric.com

Don't meet every single requirement? At L'Oreal, we are dedicated to building a diverse, inclusive, and innovative workplace. If you're excited about this role but your experience doesn't align perfectly with the qualifications listed in the job description, we encourage you to apply anyways! You may just be the right candidate for this or other roles!

We are an Equal Opportunity Employer and take pride in a diverse environment. We would love to find out more about you as a candidate and do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

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