Director of Loyalty Strategic Consulting (Remote)

Job Description

Epsilon, AdAge’s #1 Ranked U.S. Agency, is seeking a dynamic Director, Loyalty Consulting with a background in loyalty strategy and CX to work with Fortune 500 clients on loyalty strategy development, customer insights, omni-channel contact strategies, reporting, and related activities.

Key Responsibilities:

• Diagnose, assess, and recommend loyalty constructs, positioning, and related CX strategies for various clients:

• Loyalty program market research and competitive assessments

• Loyalty program financial modeling with understanding of liability management

• Map existing and design new loyalty experiences based on expertise, data, and insights

• Mature and develop loyalty value prop for our clients across loyalty programs, cards, CRM, and other factors

• Design customer experiences to enable individualized and low friction loyalty moments for clients; work with design teams to define and create the user experience

• Create loyalty and CX strategic roadmaps and phasing of projects

• Create CRM contact strategies and marketing playbooks (go-to-market contact blueprints)

• Identify and recommend digital and offline contact strategies to maximize customer engagement and are rationalized through marketing ROI

• Work with analytics and data teams to assess and identify target audiences, segments, and personas

• Consult on and help design messaging tactics including channel(s), content, formats, targeting, offers, timing and cadence

• Provide actionable data-driven customer and market insights to design, develop, and deploy relevant loyalty strategies and associated omni-channel communication strategies

• Quickly learns, stays apprised of, and is able to apply knowledge of, Epsilon’s platforms, data assets, tools and capabilities to client engagements

• Run and participate in multi-disciplinary project teams

• Work day to day on client service engagements, typically with regular visits on client premises as external environmental and health factors allow

• Run client loyalty discovery meetings with various stakeholders and be the voice of authority in client facing discussions

• Collaborate with Epsilon’s CRM and Loyalty teams to mature our loyalty practice and intellectual capital, helping to further our position as a leader in loyalty

• Participate in the business development process by preparing client proposals, presentations, and background research

Expected Outcomes

• Grow contracted services with billable clients by delivering on existing commitments, identifying new solutions to client challenges, and selling in additional Epsilon services

Desired Competency Expertise:

• Must be an expert in creating and optimizing loyalty programs and enterprise customer loyalty beyond transactional programs

• Must be able to create and optimize data-driven omni-channel enterprise CX strategies and tactics across CRM, loyalty, customer, and servicing interactions

• Must be comfortable recommending and using analytics models and techniques for business and marketing purposes – job does not require candidate to create models

• Stays apprised of loyalty, CRM, and retail industry challenges, best practices, activities, and trends

• Experience using VOC (voice of the customer) research including primary and secondary research to uncover customer needs and solutions

• The ideal candidate will use frameworks and data to guide decisions, activities, and work products

• Persona and Journey Mapping experience a plus

Communication & Presentation Skills:

• Creates high-quality, compelling documents to communicate findings and recommendations using MS PowerPoint, Word and Excel

• Comfortable speaking with confidence about marketing recommendations and presenting at the CMO-level during planning sessions and quarterly business reviews (or semi-annual business reviews)

Experience & Education:

• A minimum of 7 years of relevant professional experience

• Experience in loyalty, CX, marketing operations, and omni-channel marketing

• Experience in consultative client engagements

• Experience designing, building and leading loyalty programs

• MBA, or undergraduate with relevant business experience, preferred