Loyalty Operations Manager

At GameStop, we are committed to providing exceptional service and delivering the latest and greatest in gaming products to our customers. As a leading global retailer of video games, electronics, and gaming merchandise, we take pride in offering a wide range of products that cater to the needs and desires of gamers worldwide. Our mission is to create unforgettable experiences for our customers by constantly pushing the boundaries of what's possible. Whether you're a hardcore gamer or just starting out, we've got something for everyone. Join us in our mission to shape the future of gaming and bring the best gaming products to the world!

Working with general supervision, the Loyalty Operations Manager oversees the day-to-day operations of GameStop’s PRO loyalty and rewards programs. Their primary goal is to ensure that the program runs smoothly, is effectively executed, and drives customer engagement, lifetime value, and business growth. This role involves collaborating with cross-functional teams, analyzing data, optimizing program performance, and ensuring customer satisfaction & program profitability.  This role requires a combination of strategic thinking, operational expertise, and customer-centric focus to drive loyalty initiatives that drive company objectives. This includes managing day-to-day projects, streamlining processes, and analyzing loyalty performance to drive conversions and enhance customer experiences.

This position sits onsite 5 days a week in Grapevine, TX.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*

• Oversee the execution and delivery of GameStop’s PRO loyalty program experience, ensuring alignment with company goals and customer expectations.
• Continuously review and cascade fully integrated loyalty roadmap & planning calendar to include upcoming offers, program enhancements, and partnerships
• Work with brand marketing, customer service, digital technology, and other teams to ensure the loyalty program is integrated seamlessly across all channels and platforms
• Manage and improve program processes to ensure efficiency and accuracy in member enrollment, point accrual, redemption, and overall program functionality throughout customers lifecycle.
• Manage program coupon strategy and execution. Accurately budget and forecast coupon redemptions and expenses; coordinate & deploy with cross-functional teams and provide metrics and reporting on usage/performance.
• Enable learning agenda and testing culture for loyalty benefits, offers, promotions, and discounts; seeking to understand performance nuances and optimize our promotional strategy.
• Manage Store Operations interactions and special requests related to PowerUp Rewards (material fulfillment, performance metrics, training, program updates, etc.)
• Collaborate with Marketing, Merchandising, e-Commerce, Creative Services and Store Operations to create and maintain the communication calendar and develop PowerUp Rewards member communications.
• Lead customer feedback efforts, administer polls and surveys to gain consumer insights and feedback on key experiences and opportunities.
• Ensure efficient and effective communication of loyalty related information to all levels of the organization and external partners 
• Ensure a high level of customer satisfaction by troubleshooting issues, addressing concerns, and enhancing the overall customer journey within the loyalty program.
• Partner with IT, Creative Services & Customer Service to deliver system enhancements (POS, Loyalty program web site)

MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES

• Proficient project planning skills, including the ability to organize, prioritize and control job responsibilities & projects to meet deadlines;
• Excellent verbal and written communication skills (In English) to effectively collaborate with internal teams, our field organization and communicate with customers.
• Self-starter who initiates actions and follows up to get results.
• Proficient relationship building skills, including the capacity to predict and manage behavior, build and leverage cross-functional partnerships within and outside of the organization, and leverage influential leadership
• Experience with customer segmentation, personalization, and targeted marketing initiatives.
• At least 5 years of loyalty experience required; Experience in specialty retail, gaming, entertainment, loyalty programs or CRM a plus.
• Ability to analyze loyalty data and sales trends to identify opportunities & issues for loyalty program improvements and new initiatives.
• Proficient knowledge of Windows-based computers and Microsoft Office programs; specifically, Excel, Outlook, PowerPoint, Project and Word\
• Strong experience in loyalty program management or related fields (e.g., marketing, customer retention).
• Proficient knowledge of retail store operations and enhancement of customer experience through front-line employees

Full-time store positions at GameStop are also eligible to participate in incentive programs, health benefits, paid time off, 401 (k), employee discount and a casual work environment. Positions at GameStop may also be eligible for a bonus and/or other incentives.