Sr. Director, Customer Engagement & Loyalty; Hybrid - NY

Overview

Great brands reflect culture. The best ones help shape it. At Foot Locker, we’re rooted in sport, powered by style, and driven by the communities that move both. From Foot Locker and Kids Foot Locker to Champs Sports, WSS, and atmos, our brands sit at the intersection of sport, style, and self-expression.

As part of the DICK’S Sporting Goods family, you’re backed by the resources, reach, and career opportunities of a world-class sports company. That unleashes Foot Locker to keep pushing forward with the agility and edge that define the brand. We’re looking for great people who want to influence culture and the generation that is shaping what’s next.

Whether you’re building strategy, shaping innovations, or creating unforgettable customer moments, you’ll contribute to decisions and experiences that define our brands’ impact in the communities we serve.

Come change the game with us.

This hybrid position will be located at our Corporate Office in NYC. The required hybrid in-office schedule is three days a week, typically Tuesday, Wednesday, and Thursday. This role is not available as a remote position.

Foot Locker, Inc. is seeking a dynamic and strategic Senior Director of Customer Engagement & Loyalty to join our team! This role is responsible for building and growing our FLX Loyalty Program, overseeing our CRM and Lifecycle channels, and managing our owned channels (email, SMS, Push) across both first-party/native channels and third-party platforms. The role will focus on acquiring new members, increasing spend/member, enhancing customer engagement, and building a strong brand presence and customer connection through CRM, lifecyle, and owned channel strategies.

The right candidate has led a large scale loyalty and CRM programs in the retail space and has developed integrated marketing strategies that foster customer loyalty and creates channel/program plans that support business growth. They will work cross-functionally to create compelling campaigns, optimize channel performance, and ensure a seamless customer experience that aligns with each banner’s values. They have managed and led cross-functional teams, with a growth mindset and ambition to scale programs.

They have strong interpersonal and account management skills, analytical capabilities and strategic acumen. Knowledge and interest in sneaker culture is a plus!

Applicants must be currently authorized to work in the United States on a full-time basis. At this time, Foot Locker will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization).

• Build on and expand the value prop of FLX to become a best-in-class Loyalty program – that drives frequency and brand love.
• Scale the program with key acquisition levers and strategies while building strong incentives for guest retention and connection to the banners and our brand platforms.
• Integrate existing offer and CRM touchpoints to create a Lifecycle based approach that drives up spend/customer and rev/interaction.
• Lead the holistic customer communication strategy to drive growth and sales.
• Oversee CRM and Lifecycle marketing programs, inclusive of our owned media calendar, email and push marketing programs and strategies.
• Partner with data, digital, and brand teams to design lifecycle messaging, campaign triggers, and loyalty offers.
• Align lifecycle strategies with loyalty benefits, brand campaigns, and digital initiatives.
• Oversee testing, personalization, and optimization initiatives to improve engagement, retention, and conversion.
• Build a channel segmentation strategy that drives both acquisition and retention.
• Drive our…