Loyalty Global Manager

The Petcare Loyalty Global Manager will lead the strategic development, execution, and optimization of loyalty programs globally, ensuring alignment with the company’s mission to enhance pet health and well-being. This individual will collaborate with division teams, marketing, technology, and customer experience divisions to create a unified and impactful loyalty digital strategy that drives customer engagement, retention, and lifetime value across Petcare ecosystemKey Responsibilities:Loyalty Strategy Development and Execution:

• Design and implement a global digital  loyalty framework that aligns with the company’s business goals and customer engagement strategies.
• Drive innovation by incorporating data-driven insights, emerging trends, and best practices into loyalty program enhancements.
• Ensure consistency across regions while allowing for localized adaptations to meet market-specific needs.

Customer Engagement and Retention:

• Develop strategies to enhance customer experience, satisfaction, and long-term loyalty.
• Collaborate with marketing and analytics teams to create personalized, omnichannel campaigns that drive program participation and engagement.
• Ensure the execution of the desired loyalty strategy with the appropriate digital product development
• Stakeholder Collaboration and Leadership:
• Partner with cross-functional teams including regional managers, product development, CRM, and Tech to ensure smooth execution and integration of loyalty initiatives into the Petcare mutualized ecosystem
• Act as a thought leader and advocate for loyalty best practices, fostering alignment across global and division teams.

Technology and Data Optimization:

• Leverage advanced CRM and analytics tools to enhance customer segmentation, personalization, and program effectiveness.
• Oversee loyalty-related technology projects, ensuring scalability and ease of use for global deployment.
• Ensure data privacy and compliance across regions, adhering to global standards and regulations.

Performance Analysis and Reporting:

• Track program KPIs and conduct regular performance reviews to identify areas for improvement.
• Provide actionable insights to senior leadership and divisions based on program analytics.

Budget Management:

• Plan and manage digital budgets associated with loyalty program development and execution under the CRM overarching budget
• Identify cost-saving opportunities without compromising program quality or customer experience.
• Plan and execute effective and consistency decommission of existing loyalty products in all divisions in scope
• Develop a loyalty digital roadmap to incorporate and integrate loyalty program components (e.g. vouchers, points collection) into the overarching CRM and Customer experience strategies, in line with the budget and scope agreed with divisions in scope.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, or a related field (MBA preferred).
• 4+ years of experience in loyalty program management, customer engagement, or CRM, preferably in a global or multi-regional context.
• Demonstrated ability to lead cross-functional teams and manage complex projects across multiple regions.
• Proficiency in CRM platforms (e.g., Salesforce) and analytics tools.
• Strong analytical and strategic thinking skills, with a results-driven mindset.
• Excellent communication and leadership skills, with the ability to influence and inspire diverse teams.

Preferred Attributes

• Knowledge of customer data privacy regulations (e.g., GDPR, CCPA).
• Passion for pets and their well-being.
• This role offers an exciting opportunity to shape the global loyalty landscape of a company dedicated to improving the lives of pets and their owners.

What can you expect from Mars?

• Work with diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

#TBDDT

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.