Director, Loyalty & Membership

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Director, Loyalty & Membership

The annual base salary range for this position in California is $165,000 to $205,000 per year. The starting pay for the successful candidate depends on various job-related factors, including but not limited to the candidate's geographic location, job-related knowledge, skills, experience, education/training, internal value, peer equity, external market demands, and organizational considerations.

The Director, Loyalty & Membership will lead OCVIBE's efforts to turn membership into a powerful driver of guest engagement and business performance - giving members more reasons to visit, participate, explore and return across the district. The Director will own the ongoing performance and evolution of the program, using member insight, offers, experiences, recognition and communications to drive measurable changes in behavior.

The Director, Loyalty & Membership is accountable for translating OCVIBE's loyalty & membership strategy into a scalable, operational program - leading launch readiness, lifecycle management, program governance, cross-functional execution, platform operations, and ongoing optimization across the district.

This is also a builder role. At launch, the Director will operate as an individual contributor, directly standing up many of the processes, tools, governance mechanisms, campaigns and operating routines that will ultimately support a scaled, district-wide loyalty and membership program across OCVIBE's entertainment, hospitality and mixed-use ecosystem.

• Translate the approved OCVIBE membership strategy and framework into an executable multi-year program roadmap.
• Own the integrated loyalty roadmap across program operations, member experience, platform capabilities, lifecycle engagement and organizational readiness.
• Identify capability, process, resource and organizational requirements needed to scale the program.
• Partner with relationship owners on the introduction and activation of new statuses, ensuring the membership platform consistently recognizes and operationalizes those relationships.

• Own the member journey - Join (acquisition/enrollment), Attend (activation), Drive (retention) - and the behavioral objectives within each stage, including cross-pollination across OCVIBE experiences and participation across the district, not just within a single business.
• Translate Join, Attend and Drive objectives into executable journeys, audiences, triggers, offers, communications and recognition mechanics in partnership with the teams that own the underlying customer relationships and channels.
• Own the integrated member recognition experience, ensuring statuses, recognition, achievements and associated entitlements are consistently activated, surfaced and communicated across the member journey.

• Establish the day-to-day operating model for OCVIBE Loyalty, including workflows, SLAs, approvals, escalation paths and recurring operating cadences.
• Lead end-to-end launch readiness across program, marketing, digital product, CRM, data, technology,…