Senior Manager, Promotions and Loyalty Strategy

Job Description

Merkle is looking for a Senior Manager, Loyalty Experience. Reporting into the Director, you will help maintain and grow our existing customer experience and loyalty programs and help design next‑generation campaigns and programs that allow our clients to build enduring relationships with their most valued consumers. By combining marketing knowledge, business analysis, and solution finding, you will set the strategic direction and program definition for clients including leading global brands.

You will collaborate within the strategy team and other teams to deliver comprehensive consulting engagements across a dynamic portfolio of clients.

• Define strategies that create moments of engagement across the customer lifecycle and guide sustainable, emotional connections between the consumer and brand
• Contribute to main phases of consulting engagements across discovery, strategy, program design, user experience, business case development, market assessment, and road mapping. You will facilitate client workshops, conduct research and data analysis, write creative briefs, and document technical requirements.
• Help manage the strategic oversight of multiple loyalty and customer experience programs and campaigns, including assessing performance and recommending ongoing enhancements to strengthen and improve programs
• Use your existing experience and grow your expertise across diverse teams of loyalty marketing, retention marketing, customer engagement, customer experience, customer strategy, and CRM to deliver client value
• Maintain a knowledge base of loyalty and customer experience trends, competitor insight, and new technologies
• Perform industry research and create resource materials for internal and external use
• Design customer‑facing survey questionnaires, analyze results, and document findings in a client‑facing presentation
• Monitor social media channels for mentions of specific brand keywords to determine volume patterns, sentiment, and trending topics

• 3+ years of experience developing/implementing strategic customer experience programs
• Experience in a combination of the following disciplines: loyalty marketing, retention strategy, customer experience management, customer engagement, customer strategy, marketing analytics, data strategy, and CRM
• Experience with cross‑channel integrated marketing campaigns
• Experience translating client needs and expectations into modern, strategic solutions
• Storytelling presentation experience internally and externally, with the ability to develop compelling presentations
• Diligent, disciplined, and accountable. Comfortable performing at a high‑level in an evolving, matrixed environment.
• Willingness to work with clients in regulated industries (i.e., tobacco)
• Experience with social aggregation tools (i.e., Brandwatch) and survey development tools is advantageous (i.e., Survey Monkey)
• Average 25% Client Travel

The annual salary range for this position is $78,000–$126,500. Placement within the salary range is based on a variety of factors, including relevant experience, knowledge, skills, and other factors permitted by law.

• Medical, vision, and dental insurance
• Life insurance
• Short‑term and long‑term disability insurance
• 401k
• Flexible paid time off
• At least 15 paid holidays per year
• Paid sick and safe leave
• Paid parental leave

New York

Merkle

Full time

Permanent

To begin the application process, please click on the "Apply" button at the top of this job posting. Applications will be reviewed on an ongoing basis, and qualified candidates will be contacted for next steps.

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