Global Loyalty Manager

In this key, new role as Global Loyalty Manager, you will be responsible for the innovation, development and execution of HARMAN’s first-ever B2C global loyalty program. This is a unique opportunity to be a strategic visionary for a best-in-class organization, delivering on all aspects of an internationally-based loyalty program; driving customer lifetime value, repeat purchases, customer equity and brand affinity. In this dynamic role, you will be responsible for all components of program design, launch, and ongoing program management. You will execute and align the loyalty initiative to the Global Ecommerce team’s overall strategic goals, and support CRM customer engagement strategy across acquisition, retention and reactivation efforts. As Global Loyalty Manager, you will craft a global loyalty program that is malleable in design to the regional specifications and needs across each target market. This position entails delivering a program with a hybrid value-proposition, encompassing a combination of points-based and experiential benefits, that spans our direct and in-direct channels.  This role is a tremendous opportunity for a Loyalty guru with a proven track record in strategizing and shaping loyalty programs from inception to roll-out.
 

Reporting:

You will report directly to the Director, Global CRM and Customer Acquisition.

While this position will sit within the Global Ecommerce team, you will partner cross-functionally with Global IT/Digital, Customer Experience, as well as all Regional Marketing teams.

What You Will Do

• Be a thought leader in building a global loyalty program from the ground up across all facets of strategic development, execution and program management.
• Craft the business requirements for the loyalty program, that encompasses key technical and marketing considerations.
• Partner in vetting and selecting the optimal Loyalty agency and platform provider, and project managing these relationships to deliver consistent and timely results.
• Liaison with our Digital/IT team to ensure the Mar-Tech stack is optimized for Loyalty, synchronization with mobile app, etc.
• Research and determine the optimal program design taking into account the diverse needs and expectations of our consumer base across each respective region.
• Optimize strategy to maximize 1st party data collection, that spans both direct and indirect channels, as well as Ecommerce and Brick n’ Mortar activity.
• Develop robust business intelligence reporting and performance tracking, to effectively manage program KPIs and impact on customer database and profitability.
• Align Loyalty Platform with CRM systems to personalize loyalty program communications while optimizing consumer data.
• Collaborate with regional and global teams to drive operational efficiency, performance targets, and profitability initiatives.
• Collaborate with various marketing teams to share solutions for addressing both opportunities and challenges.
• Stay up-to-date with industry trends, best practices, and emerging technologies in the CRM and Loyalty space.
• Continuously evaluate and make recommendations for improving program design and strategy.

What You Need

• Bachelor's degree in Marketing, Business, or a related field.
• Proven track record, with a minimum of 7 years of progressive experience, developing and managing consumer-based Loyalty programs.
• Deep understanding of Loyalty Marketing, encompassing both program design and strategy.
• Strong technical expertise in implementing Loyalty programs, with robust industry knowledge of Loyalty agencies and platform providers
• Experience working with CRM platforms; optimizing lifecycle marketing strategy, customer segmentation, campaign strategy and reporting & insights.
• Flexibility to work with various time zones given the global nature of this role.
• Excellent project management and organizational skills, with the ability to manage multiple projects simultaneously.
• Strong analytical skills, with the ability to collect, analyze, and interpret data.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• Strong written and oral communication skills.
• Strategic thinker with disciplined creative passion, and a willingness to be hands-on.
• High energy, positive can-do attitude, and self-motivated.
• High degree of organization, accuracy, flexibility and detail-oriented.
• Team player and collaborative.

What is Nice to Have

• Master’s degree (MBA preferred) in marketing, business or related field.
• Experience working in a highly-matrixed, global organization.
• Experience managing and partnering with multiple regions, across multiple brands.

What Makes You Eligible

• Be willing to travel up to 25%, domestic and international travel.
• Be willing to work in an office in Stamford, CT or Northridge, CA.
• Successfully complete a background investigation and drug screen as a condition of employment.

What We Offer

• Competitive compensation, bonus eligibility, and robust benefits package.
• Employee discounts on world class HARMAN products (JBL, Harman/Kardon, etc.).
• Opportunity to collaborate with talented teams across the world.
• Inclusive and diverse work environment that fosters and encourages career development.
• Flexible work schedule with a culture encouraging balanced work-life integration.
• On-site opportunities to focus on personal well-being and development provided by our Wellness Committee, Volunteer Committee and HARMAN Women’s Network.
• Professional development opportunities through HARMAN University’s business and leadership academies and extensive course catalog.

HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.