Manager, Loyalty

The Manager of Loyalty will support managing, owning, and evolving our multi-brand loyalty program, designed to increase customer engagement across Bed Bath and Beyond, BuyBuyBaby, and Harmon. You will provide both strategic direction and lead hands-on implementation, working with a cross-functional team of disciplines, business partners, channel execution groups, and external vendors. You will ensure that best-in-class implementation, activation, and measurement are in place, and will lead a team of talented professionals to achieve our ambitious goals for this new loyalty program. Location: Union, NJ (hybrid work schedule) Key Responsibilities: Manage, own, and evolve the BBBY loyalty program, working cross-functionally with digital, marketing, store operations, and IT teams Develop overall strategies for loyalty program and manage overall performance of loyalty program to reach ambitious goals around member enrollment, customer revenue and life time value metrics, and program profitability Work with internal partners to establish and maintain a reporting dashboard to measure and manage the overall impact and health of the loyalty program and its components Drive continuous improvement of program through agile testing and learning, including program design elements, experiential and monetary benefits, and new ways of working with vendor partners Evaluate success of program initiatives (e.g., offers, benefit changes,) by forecasting expected key metric performance and comparing to results Manage loyalty offer strategy including personalized offers and acquisition offers/discounts; identify opportunities to optimize offers and drive acquisition and incremental business Conduct ad-hoc analyses regarding the loyalty program for the loyalty team and business partners across the organization Partner with analytics team, other business groups, and third parties to identify customer insights and track customer feedback over time Build, lead and develop a team of world-class, passionate, intellectual curious professionals Qualifications: Bachelors degree required - MBA in Marketing, preferred 4 years experience in the development and successful execution of loyalty or multi-tender loyalty programs, preferably for a company in an industry with an established reputation for loyalty excellence (e.g. retail, financial services, hospitality, telecom, publishing, etc.) Loyalty program development including detailing functional requirements, developing features/benefits, creating communication strategies, and establishing & evaluating program ROI performance. Demonstrated success in the development of meaningful and impactful communication programs that support loyalty growth Strong capability to act in a role that is both strategic and tactical when necessary. Very strong business acumen and ability to understand data Experience in the development and execution of complex testing scenarios Characteristics: Must be a proven cross-functional team leader and project manager who can interface with all levels including Senior Management Ability to influence individuals without having direct authority Have strong thought leadership skills coupled with excellent collaborative and influencing traits. Ability to act as a change agent within the organization Ability to recognize critical business needs and determine an appropriate course of action while remaining focused on strategic intent Must have the ability to lead, organize, motivate and manage employees Think consumer-first, distill insights and drive relevant strategies that drive preference and loyalty Proactively identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations Strong business Acumen, agile decision-making, entrepreneurial nature, ability to formulate a strong POV and adjust plans strategically in a changing environment Able to create and drive plans independently. High level of curiosity and inventive thinking to differentiate Ability to manage multiple projects and initiatives all at the same time #LI-MO1 #LI-Hybrid If you need reasonable accommodations to complete the on-line application, please contact the Human Resource Department: Phone: 1-844-MYHRSC1 Email: myHRSC@bedbath.com This email address is only to request reasonable accommodation for the application process due to a medical condition. If you do not need a reasonable accommodation for such reason, please use the apply button below to complete an application and upload your resume. An Equal Opportunity Employer It is the policy of Bed Bath & Beyond Inc. to recruit, hire, train, promote, transfer and compensate our associates and provide all other conditions of employment including Company sponsored events without regard to race, color, creed, religion, national origin, age, sex, gender identity, genetic information, marital status, lawful alien status, sexual orientation, physical or mental disability, citizenship status, veteran status, employment status or any other basis prohibited by applicable law.