SummaryThe Loyalty Program Strategy Manager at Nordstrom is responsible for designing, testing, and optimizing new benefits for the Nordy Club loyalty program. This role is crucial within the marketing and Customer organization, focusing on innovative loyalty program elements that enhance customer engagement and loyalty for both Nordstrom and Nordstrom Rack. The ideal candidate will leverage data-driven insights, collaborate with key stakeholders, and ensure the loyalty program aligns with Nordstrom's overarching business strategy.
Responsibilities- Identify and design new benefits for the Nordy Club loyalty program.
- Ensure program elements align with Nordstrom and Nordstrom Rack’s business goals.
- Contribute to measurable increases in program enrollment, customer satisfaction, customer trips and spend, and Nordstrom's overall financial objectives, while reinforcing brand values.
- Analyze customer behavior, research and market trends to inform program design.
- Identify opportunities for differentiation and competitive advantage.
- Contribute to a semi-annual learning agenda and investment plan that supports loyalty program design.
- Stay updated on industry trends and best practices to inform program improvements.
- Drive requirements for test design, delivery, and measurement.
- Utilize data-driven insights to refine and optimize tests.
- Drive requirements to scale winning tests.
- Partner with product management, technology, analytics, finance, operations, legal and store teams to launch and optimize tests.
- Partner with merchandising teams and outside partners on category and brand-specific tests.
- Craft and communicate strategy, test design, progress and results to stakeholders at all levels, including executive leadership, to foster broad organizational alignment and support.
Requirements- Bachelor’s degree required, MBA or relevant Master’s degree a plus.
- 5+ years of experience in program management, management consulting, corporate strategy or finance.
- Experience working on consumer loyalty programs.
- Strong quantitative skills, including setting clear hypotheses and building models to generate insights from a variety of data types and sources.
- Strong interpersonal, verbal, and written communication skills.
- Ability to develop project plans and independently manage project execution.
- Ability to collaborate and communicate with internal and external partners across all levels.
- Ability to handle ambiguity and change, while still translating ideas into action.
- A strategic mindset and the ability to sift through complexity to find opportunities.
- A strong interest in retail and an understanding of industry dynamics.
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