Program Manager , Loyalty Program Strategy; Hybrid - Seattle, WA)

Loyalty Program Strategy Manager

The Loyalty Program Strategy Manager serves as the subject matter expert and strategic advisor for critical programs within the Nordy Club. This includes leading the development, testing, and optimization of new and existing benefits — such as scaling beauty perks or amplifying the value of the Nordstrom credit card. This role is crucial within the Marketing and Customer organization, focusing on innovative loyalty program elements that enhance customer engagement and loyalty for both Nordstrom and Nordstrom Rack.

As a functional expert within their program areas, this role owns end-to-end program management for assigned programs — from strategy and design through launch and ongoing optimization — operating with a builder's mindset in ambiguous, fast-moving environments where processes and playbooks might not yet exist. The role advises cross-functional partners on benefit design tradeoffs, leveraging data to inform decision making, and ensuring the learning agenda drives meaningful evolution over time.

The Nordy Club is more than just a loyalty program; it embodies Nordstrom's commitment to providing exceptional service, value, and personalized experiences for our customers. This role is dedicated to building a loyalty program that is both aspirational and inclusive, fostering deeper connections with our best customers, increasing engagement with less engaged customers, and setting a new standard for loyalty programs in retail.

Program Strategy

• Serve as subject matter expert on assigned loyalty programs, leading benefit strategy and advising on program tradeoffs to ensure initiatives within their programs deliver against engagement, retention, and financial goals
• Own measurable outcomes across program enrollment, customer satisfaction, trips, spend, and financial objectives for assigned programs

Customer Insights & Competitive Analysis

• Leverage customer behavior data, market trends, and competitive insights to inform benefit design and test hypotheses within assigned program areas
• Identify opportunities for differentiation and competitive advantage within their programs

Learning Agenda, Testing & Measurement

• Own and drive the semi-annual learning agenda and investment plan for assigned programs
• Stay updated on industry trends and best practices to inform program improvements
• Lead end-to-end test design, delivery, and measurement for assigned programs, ensuring outcomes inform optimization and feed into broader program strategy
• Utilize data-driven insights to advise on prioritization and optimize tests
• Drive requirements to scale winning tests

Execution & Delivery

• Drive program timelines across multiple cross-functional work streams (product, tech, ops, marketing, vendor/supply chain, finance), proactively identifying dependencies and resolving conflicts to keep launches on track
• Operate with a scrappy, resourceful approach — building solutions with the tools and partners available rather than waiting for ideal conditions or formal process
• Anticipate and troubleshoot operational friction points (e.g., systems, POS, fulfillment) that surface post-launch, coordinating fixes across technical and non-technical teams

Internal & External Collaboration

• Partner with product management, technology, analytics, finance, operations, legal, and store teams to launch and optimize tests
• Partner with merchandising teams and outside partners on category and brand-specific tests
• Partner with marketing teams to clearly and effectively communicate benefits to customers

Strategic Communication

• Craft and communicate strategy, test design, progress, and results to stakeholders at all levels, including executive leadership, to foster broad organizational alignment and support
• Proactively surface strategic risks, tradeoffs, and opportunities to leadership related to assigned programs, functioning as a trusted advisor on benefit design decisions

Qualifications

• Bachelor's degree required; MBA or relevant master's degree a plus
• 5+ years of experience in program management, management consulting, corporate strategy, or finance
• Experience working on consumer loyalty programs is a plus, with…