Executive Director, Loyalty Strategy at Comcast (Philadelphia, PA)

| Philadelphia, PA
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Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary
Responsible for developing an understanding of overall market, competition, and general industry performance, including key drivers of business and The ED, Loyalty Strategy is responsible for leading a high performing team to develop the overall loyalty strategy for the Xfinity customer base, including the Xfinity Rewards program - focused on growing, deepening, and optimizing our existing customer relationships. The ED will lead a multi-functional team, across headquarters and division partners on establishing the vision, platform and marketing strategy, development roadmap and business case for Xfinity Rewards. The focus of this role, in partnership with the Customer Growth Strategy team will be to integrate Xfinity Rewards as a core pillar of driving growth from our customer base and leveraging the program to achieve our customer growth goals around deeper product engagement, decreased churn and higher NPS.

The ideal candidate will be a strategic, analytical and creative thinker, have experience managing digital products, and strong marketing and financial acumen. The candidate should be adept at translating insights into actionable strategies that drive results. They should be able to see the bigger picture and play in white space but also have strong attention to detail and be able to bring definition to ambiguity. He/she will have demonstrated the ability to build strong relationships and drive results in a highly matrixed organization, have the passion and energy to advocate for change, and motivating leadership skills to energize the organization to scale Xfinity Rewards. Previous experience working on loyalty programs and strategic partnerships is a plus.
Job Description

Core Responsibilities
  • Develop the loyalty and rewards strategy including the annual plan, product roadmap, and strategic rewards calendar
  • Maximize customer engagement and lifetime value, driven by rigorous analytical and a deep understanding of our products, customer behavior, financial drivers of our business, and customer journeys.
  • Build the investment framework and the business case for investment decisions required to grow the Rewards program
  • Manage the Xfinity Rewards budget in partnership with Finance
  • Partner with the Digital Experience, Product Experience, Customer Care, Finance, Enterprise Business Insights, Marketing, and Division teams to integrate Xfinity Rewards into the core business and drive strategic and prioritization alignment across the organization
  • Integrate Xfinity Rewards into the broader customer growth strategy
  • Coaches, mentors, and advises Customer Growth and Loyalty team
  • Provides input and support to Company's leadership in the development of broad customer engagement strategies
  • Works as a part of the broader Commercial Growth organization to support aligned strategic deliverables
  • Consistent exercise of independent judgment and discretion in matters of significance.
  • Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
  • Other duties and responsibilities as assigned.


Qualifications
  • 10+ years related experience with increasing responsibility
  • Proven experience in a multi-touch marketing environment and end to end lifecycle marketing
  • Track record of success navigating and operating in a fast-paced, highly matrixed environment.
  • Strong analytical capacity and business acumen required
  • Strong interpersonal skills with a focus on collaboration
  • Track record of leadership in developing high performance teams
  • Demonstrated experience working collaboratively and consultatively with senior leadership


Employees at all levels are expected to:
  • Understand our Operating Principles; make them the guidelines for how you do your job.
  • Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
  • Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
  • Win as a team make big things happen by working together and being open to new ideas.
  • Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
  • Drive results and growth.
  • Respect and promote inclusion & diversity.
  • Do what's right for each other, our customers, investors and our communities.


Disclaimer:
  • This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.


Comcast is an EOE/Veterans/Disabled/LGBT employer.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

10 Years +

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.
More Information on Comcast
Comcast operates in the Digital Media industry. The company is located in Philadelphia, PA, New York, NY, Universal Parks & Resorts, FL, Miami, FL, Universal City, CA and Sunnyvale, CA. Comcast was founded in 1963. It has 68848 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 385 open jobs at Comcast, click here.
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