Director Loyalty in Memphis, TN at TruGreen

Date Posted: 6/15/2020

Job Snapshot

Job Description

TruGreen is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make TruGreen an employer of choice and "a great place to work!"

Position Overview

The Director of Loyalty is responsible for establishing and developing the enterprise-wide loyalty strategy, supporting programs, and customer experiences. This individual will have overall responsibility for loyalty-based activities, necessitating careful management of investment in customer benefits across products and services, new technologies, and program enhancements. This individual will establish customer segmentation and management plans with associated targets for acquisition, engagement, and retention. The ideal candidate will also instill a customer-centric culture that continuously finds new innovative ways to delight customers and creates loyalty to the brand.

Responsibilities

1. Responsible for building a best in class loyalty program to win "customers for life".

2. Build a strong understanding of customer needs based on their persona.

3. Collaborate with consumer insights, product management, IT and operations team to establish testing framework and benefits.

4. Build external partnerships allowing faster introduction of new benefits and features where appropriate.

5. Introduce a communication framework for exciting ways to engage customers using loyalty programs; test the various tactics (site, App, email etc.) against this framework and scale them appropriately.

6.Own relationships with the vendors that may be required to support the new loyalty program benefits, features, and partnerships.

7.Effectively lead the implementation, change management, and partner training of new marketing technologies.

8. Lead the Loyalty go to market plan and integrate loyalty campaigns into the marketing calendar that deliver on the overall brand experience to drive incremental revenue, promote loyalty program benefits and offers, and member spend.

9. Partner with marketing teams to identify opportunities for more seamless integration in strategy and creative execution.

10. Clearly measure/track/report overall customer/member behavior, engagement and spend across customer segment/channel/campaign level; and manage overall impact and health of the programs.

11. Align KPI/metrics to customer segments to optimize value driven by each segment and across each channel to understand potential value, measure channel tactic effectiveness and optimize personalized digital engagements.

12. Partner with CRM, IT and analytics teams to understand, share, and incorporate loyalty insights into future strategy and execution.

Competencies

  • Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
  • Strategic Mindset Seeing ahead to future possibilities and translating them into breakthrough strategies.
  • Financial AcumenInterpreting and applying understanding of key financial indicators to make better business decisions.
  • Manages Complexity – Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
  • Drives Vision and Purpose – Painting a compelling picture of the vision and strategy that motivates others to action.

Education and Experience Requirements

  • 10+ years working in a consumer-facing, multi-channel environment with responsibility for leading loyalty and strategy/marketing planning
  • Knowledge of direct consumer marketing programs, both owned and paid channels
  • Experience with CRM/loyalty technologies and platforms
  • Comprehensive experience in developing online user experience to drive customer engagement through a loyalty programs spanning multiple channels
  • Experience of taking data driven insights to build new and innovative loyalty & digital experiences
  • Experience leading cross-functional teams, both directly and indirectly
  • Bachelor’s degree required
  • Master’s degree in Business or Marketing preferred

Knowledge, Skills, and Abilities

  • Ability to lead and influence others
  • Ability to solve problems both independently and as part of a team through a structured approach
  • Innovative thinking to solve complex challenges in a fluid environment
  • Strong ability to create, build and leverage relationships
  • Strong analytical skills
  • Excellent listening, presentation, and written and verbal communication skills
  • Aptitude for strategic thinking in a fluid environment
  • Exceptional at prioritizing and focusing on the highest value opportunities
  • Deep understanding on how to optimize teams to meet the ever-growing demands of a fast-paced environment

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to:

  • Sit, stand and walk
  • Use hands and arms to handle, feel or reach
  • Speak and hear
  • Use close vision abilities

Occasionally required to:

  • Lift or move up to 10lbs
  • Stoop, kneel, crouch or crawl

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Noise level

        *Low to moderate

Adverse Conditions

        *Minimal

TruGreen is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.

To learn more copy and paste this URL into your browser: www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf

TruGreen performs pre-employment testing.

Disclaimer 
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

By providing my cell phone number, I agree that TruGreen may call or text/SMS message me on that number using an automated telephone dialing system or prerecorded or artificial voice to discuss possible employment opportunities, my account, including current and possible future services, customer service and billing.  I understand that providing my cell phone number is not required to inquire about or apply for employment or purchase services, and that I may revoke this permission at any time. 



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