Job Description

At Heritage Grocers Group, how we work is defined by shared values that include absolute integrity, respect, and collaboration. However, it's more than that; it's smart and highly driven people united in purpose to serve one another.

Bring your energy and unique perspective and you'll have the opportunity to grow with us professionally, personally, and financially. You'll be part of a team that genuinely cares about helping you succeed, and you'll work alongside talented colleagues, while making a difference in our communities.

POSITION SUMMARY:

The Director of Loyalty is responsible for developing, implementing, and managing the company's customer loyalty programs and strategies. This individual will be a key driver in enhancing customer engagement, increasing retention, and ultimately contributing to revenue growth. The Director will take the lead on understanding customer behavior, leveraging data-driven insights, and creating compelling loyalty initiatives that foster long-term customer relationships and brand advocacy. This role requires a strategic thinker with strong analytical, communication, and leadership skills, coupled with a deep understanding of marketing principles and customer relationship management (CRM).

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The essential duties and responsibilities of this position include, but are not limited to, the following:

Strategy Development & Execution:

• Partner with Merchandising to integrate loyalty insights into the merchandising function to drive sales.
• Develop and champion a comprehensive customer loyalty strategy aligned with overall marketing and company objectives.
• Design and oversee the implementation of innovative and effective loyalty programs, tiers, and benefits that resonate with target customers.
• Continuously evaluate the competitive landscape and identify opportunities to enhance the loyalty program and maintain a competitive edge.
• Define key performance indicators (KPIs) and establish clear targets to measure the success and ROI of loyalty initiatives.

Program Management & Optimization:

• Develop a lifecycle marketing program to engage customers and increase sales.
• Manage the day-to-day operations of the loyalty program, ensuring seamless customer experience across all touchpoints (in-store, online, mobile app).
• Analyze customer data and program performance to identify trends, insights, and areas for optimization.
• Collaborate with IT and other relevant departments to ensure the smooth integration and functionality of loyalty systems and platforms.

Customer Engagement & Communication:

• Develop and execute targeted communication strategies to engage loyalty members, promote program benefits, and drive desired behaviors.
• Oversee the creation of compelling marketing materials and campaigns to acquire new loyalty members and reactivate inactive ones.
• Work closely with the marketing team to ensure consistent brand messaging and integration of loyalty initiatives across all marketing channels (email, social media, website, in-store).
• Monitor customer feedback and address any issues or concerns related to the loyalty program in a timely and effective manner.

Data Analysis & Reporting:

• Lead the effort to collect, analyze, and interpret customer data to gain a deep understanding of loyalty member behavior, preferences, and needs.
• Develop regular reports and dashboards to track key loyalty metrics, program performance, and ROI.
• Present findings and recommendations to senior leadership, highlighting key insights and opportunities for improvement.
• Utilize data to personalize customer experiences and deliver relevant offers and communications.

Team Leadership & Collaboration:

• Manage the loyalty program budget effectively, ensuring optimal allocation of resources.
• Collaborate cross-functionally with merchandising, operations, IT, and customer service teams to ensure alignment and support for loyalty initiatives.
• Stay abreast of industry best practices, emerging trends, and new technologies in customer loyalty and marketing.

SKILLS AND QUALIFICATIONS:

• Bachelor's degree in marketing, business, or related field.
• Minimum of 8-10 years of marketing experience, with 2-5 years loyalty focus.
• Experience managing marketing teams and budgets.
• Proven track record of developing and implementing successful customer loyalty programs that drive measurable results.
• Strong analytical skills and experience with CRM systems, data analysis tools, and reporting platforms.
• Excellent understanding of customer segmentation, targeting, and personalization strategies.
• Exceptional communication, presentation, and interpersonal skills with the ability to influence and collaborate effectively across all levels of the organization.
• Strong project management skills with the ability to manage multiple initiatives simultaneously and meet deadlines.
• Effective time management skills and the ability to multitask.
• Excellent interpersonal, written, and oral communication skills; strong presentation and facilitation skills.
• Competency in Microsoft Office applications.

PHYSICAL DEMANDS AND WORK CONDITIONS:

The physical demands and work conditions below represent those that must be met to successfully perform the essential functions of this job. Some requirements may be modified to accommodate individuals with disabilities:

• While performing the duties of this job, the employee is regularly required to sit, stand, and use the hands to handle objects, tools, or controls.
• Successful performance requires vision abilities that include close vision and the ability to adjust focus.
• The work environment is that typical of an office.
• Ability to travel to various stores and event venues, as needed (less than 10% travel).

IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors, and the requirements and conditions listed in this job description are representative only and not exhaustive of the tasks that an employee may be required to perform. The Employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business or the work environment change.

Disclaimer:

Pay Scale $120,000 to $135K

The pay scale above is the salary or hourly wage range that the Company reasonably expects to pay for this position.

Within this range, individual pay is determined by location and other factors including, but not limited to, specific skills, relevant work experience, and relevant education and/or training. This information is provided to applicants in accordance with California Labor Code § 432.3 and state and local minimum wage standards.

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