Manager Loyalty & Owned Channels

About PHOENIX Retail, LLC

PHOENIX Retail is an integrated retail platform that operates the Express and Bonobos brands worldwide.

Express is a multichannel apparel brand focused on modern, confident, and effortless style across work, everyday, and special occasions. Since 1980, Express has expanded across 400 stores and online channels.

Bonobos delivers distinctive menswear with a focus on fit, offering customers the ability to try on styles at 50 Guide Shop locations or online.

Columbus Corporate Headquarters

The Manager of Loyalty & Owned Channels develops the overall vision and strategic framework for loyalty and owned channels, driving customer retention and lifecycle growth through Express Insider Loyalty program, Express Credit Card, and owned channels (Direct Mail, Email, SMS & App Push). The role orchestrates strategy across all touchpoints to accelerate customer spend and retention in partnership with leadership and external partners.

• Architect and define comprehensive marketing strategies across Loyalty, Credit, Direct Mail, and Digital Owned Channels, ensuring alignment with long‑term brand equity and business objectives.
• Support the development of strategic initiatives including lifecycle journeys, brand campaigns, and omni‑channel activations, proactively identifying opportunities to drive engagement and customer retention.
• Oversee the strategy of the owned channels calendar, ensuring optimal contact frequency, customer experience, and alignment with critical business priorities.
• Lead and mentor a team of Specialists, fostering a culture of strategic thinking, agility in execution and performance optimization across Direct Mail, email, SMS, and app push campaigns.
• Champion a data‑informed decision‑making framework, translating complex performance metrics and competitive benchmarking into actionable strategic recommendations that drive continuous improvement.
• Partner with cross‑functional leadership to define audience segmentation, personalization, and messaging strategies, ensuring a cohesive and elevated customer experience across all touchpoints.
• Drive the long‑term test‑and‑learn roadmap, continuously evolving program strategies and innovation based on rigorous analysis of campaign‑level engagement and customer behavior.
• Direct the strategic communication of campaign objectives, offer architecture, and success measurement to ensure cross‑functional alignment and flawless operational execution.
• Engage in strategic team and vendor discussions to evolve the strategy of these programs connected to our core business objectives. Supports relationships with external partners to ensure timely, high‑quality output.
• Establish, monitor, and optimize performance against set business plans and key KPIs including last‑touch performance metrics, campaign‑level engagement, and customer‑level behavior.

• 8‑10+ years of progressive experience in Loyalty, CRM, lifecycle marketing, or owned channels, with a proven track record of driving enterprise growth in retail or eCommerce environments.
• Demonstrated success in architecting and scaling lifecycle marketing strategies, moving beyond channel management to holistic customer retention and lifetime value (CLV) optimization.
• Proven experience managing email, SMS, app push, or lifecycle marketing programs at scale.
• Expertise in defining and executing audience segmentation and personalization strategies that integrate across multiple touchpoints to drive incremental revenue.
• Experience setting and managing KPIs tied to engagement, traffic, conversion, trips, spend, retention, and revenue.
• Experience working with store operations and retail store teams on marketing initiatives that drive traffic, conversion and engagement.
• Bachelor's degree or equivalent professional experience preferred.
• Advanced proficiency in leveraging enterprise‑grade marketing technology (e.g., Salesforce Marketing Cloud, Adobe Campaign, Braze, Klaviyo) to drive automation, scalability, and data‑driven insights.
• Familiarity with JIRA, Confluence, Microsoft Office, Excel, Google Analytics, in‑platform reporting dashboards, and…