Manager, Loyalty Store Operations

Responsibilities

• Own the end-to-end in-store loyalty experience, including enrollment, associate engagement, and POS execution
• Ensure loyalty benefits (rewards, points, offers) are applied accurately and consistently at POS
• Identify and address friction points across key customer journeys (earn, redeem, returns, exchanges)
• Partner with Customer Service to resolve experience gaps impacting customer satisfaction and retention
• Establish loyalty as a measurable and accountable KPI within store operations
• Define store-level performance expectations in partnership with Retail leadership
• Monitor and report on store performance against key loyalty metrics
• Identify underperforming stores and partner with field leadership to implement improvement plans
• Drive accountability by connecting loyalty performance to business outcomes such as revenue, retention, and customer lifetime value
• Partner with Retail Operations to support training materials and playbooks for store associates
• Ensure clear communication of loyalty program updates, promotions, and changes
• Drive adoption of loyalty initiatives by aligning with store priorities and operational workflows
• Ensure in-store marketing (e.g., signage, promotional messaging) aligns with loyalty strategy and is executed consistently
• Act as the voice of the store within Digital and Loyalty teams, incorporating field feedback into continuous improvement
• Support rollout of new loyalty features, promotions, and enhancements in stores
• Ensure operational readiness across systems, processes, and training
• Validate that new experiences work as intended before and after launch
• Partner with Analytics teams to build and maintain reporting dashboards for store-level loyalty performance
• Identify trends and systemic issues impacting customer experience and store execution
• Translate insights into actionable recommendations to improve performance and program effectiveness
• Provide regular updates to Digital, Retail, and Leadership on performance, risks, and opportunities
• Connect store-level performance to broader business outcomes, including retention and customer lifetime value

• 3+ years of direct experience in retail store operations, field management, or loyalty program execution in a retail environment
• Proven ability to influence cross-functional teams and drive behavior change without direct authority
• Strong business acumen with the ability to connect operational performance to financial outcomes
• Highly proactive, solutions-oriented, and comfortable navigating ambiguity
• Demonstrated experience conducting operational audits, gap analyses, or process improvement initiatives in a retail or omnichannel context
• Experience managing cross-functional program rollouts
• High attention to detail with a focus on execution and follow-through
• Willingness to travel to stores and field meetings as needed
• Bachelor’s Degree in Business, Marketing, Retail Management, or related field
• 5–8+ years of overall professional experience in Retail Operations, CRM/Loyalty, or Omnichannel Operations, including 3+ years in a directly related role