Summary
The Director of Loyalty owns the strategy and evolution of Bloomingdale’s Loyallist program. This growth leadership role is accountable for member growth, customer lifetime value, program economics, and a connected customer experience across store and digital channels.
Responsibilities
- Own the loyalty program strategy, multi-year roadmap, benefit calendar, tier structure, and earn-and-burn mechanics.
- Grow enrollment, tier penetration, retention, and member spend through effective acquisition, migration, and reactivation strategies.
- Manage program economics, including lifetime value, points liability, breakage, and cost-to-serve; develop business cases for investments.
- Set loyalty technology, data integration, operating, reporting, and governance requirements in partnership with product, technology, analytics, stores, and client development teams.
- Connect member intelligence and loyalty status to CRM, clienteling, and customer touchpoints.
Requirements
- 8+ years of experience in loyalty, CRM, or customer marketing, with direct ownership of a program.
- Track record of growing a tiered loyalty program across enrollment, penetration, retention, and member spend.
- Knowledge of customer economics, including lifetime value, tier migration, churn, reactivation, breakage, and points liability.
- Experience partnering on a loyalty platform roadmap and data integrations.
- Strong analytical, business-case, team leadership, and cross-functional influencing skills; premium, luxury, or specialty retail experience is an advantage.
