Senior Director, Enterprise Loyalty

Location: Charlotte, NC

Purpose of Role

The Senior Director of Loyalty will lead the development and implementation of a Loyalty strategy that drives deeper relationships with Lowe’s Homeowner and Pro customers. This position will work with senior business leaders to define and deliver best-in-class loyalty benefits, experiences and communications that drive customer acquisition, retention, and growth. In addition, this role also oversees the Loyalty partnership strategy, workshops, and events. The Sr. Director of Loyalty will partner closely with the technology, online and data analytics teams to set the requirements and capabilities needed to enhance the utilization of customer interactions and data to deliver relevant and valuable experiences for the customer, both online and in-store.

In addition to driving the Loyalty strategy and implementation, this position will be accountable for working cross-functionally and with partners within Marketing daily to execute tactics and campaigns that deliver value to the customer and incremental business impact. As part of the larger Customer Marketing team, the Sr. Director of Loyalty will play a key leadership role in connecting the Loyalty strategy to the data-enabled marketing engine that works in parallel to increase sales and customer lifetime value.

Responsibility Statements

• Partner with business stakeholders to design, build and implement Loyalty strategy and roadmap for Homeowner and Pro customers.

• Direct the Loyalty program management experience, from conception, building the business case for loyalty and ultimately administering the program offerings.

• Identify data and technology requirements to implement Loyalty.

• Partner with finance to drive profitability of the program.

• Develop and structure a focused Loyalty and credit strategy and integrate across the enterprise.

• Establish and lead the loyalty partnership strategy and activation.

• Oversee in-store workshops and events.

• Identify process changes needed to implement and run Loyalty at scale.

• Drive decision making regarding platforms and external partners needed to enable loyalty offerings.

• Create design and program measurement, enable, and provide common capabilities across functions.

• Partner across Marketing to deliver campaigns that deliver value to the customer.

• Ensure effective capture and usage of customer data to improve relevance in Loyalty marketing communications.

• Manage and develop team of high-performing individuals to design and deliver best-in-class Loyalty offering and experience.

Professional Qualifications/Experience

We are seeking an accomplished marketing/business leader who possesses in-depth experience in the design, launch and management of complex, large-scale customer loyalty programs. Prior experience in developing and leading loyalty programs that are effectively integrated with other specialty/affinity programs, e.g., credit, military, etc., is highly preferred. This individual will have a record of success in building strong, collaborative relationships with key stakeholders, as well as proven ability to build and lead high-performing teams.

Specific requirements include:

• Bachelor’s degree Business in Marketing or equivalent work experience in a related field

• 10 Years Loyalty, Customer Relationship Management, or related experience

• 5 Years Supervisory Experience

• 2 Years Experience working closely with senior leadership

Preferred:

• Master’s degree in business, Marketing, or related field