Loyalty Program Manager

Key Responsibilities:

Program Strategy & Ownership

• Lead the vision, roadmap, and execution plan for My Lenovo Rewards across North America
• Define KPIs and strategies to drive acquisition, engagement, retention, and customer lifetime value
• Manage program financials including forecasting, budgeting, and performance tracking

Data-Driven Optimization

• Analyze member behavior and program performance to inform decisions and identify opportunities
• Develop dashboards and models to track KPIs such as redemption, churn, overspend, and LTV
• Present key insights and recommendations in regular business reviews

Campaign & Offer Development

• Design and launch loyalty campaigns and promotions that excite and engage members
• Partner with category management and marketing teams to deliver integrated, multi-channel experiences
• Test, learn, and optimize for performance and ROI

Cross-Functional Collaboration

• Act as the loyalty subject matter expert and advocate across teams and stakeholders
• Prioritize and partner on technical enhancements and feature launches with product and IT
• Manage vendors to ensure strong execution and alignment with business goals

Customer Experience Innovation

• Continuously evolve the loyalty experience through new features, rewards, and customer journeys
• Stay informed on loyalty trends and competitive landscape to maintain a best-in-class program
• Represent the voice of the customer in program development and decision-making

Key Success Metrics:

• Revenue and margin growth from loyalty members
• Member acquisition, repeat purchase rate, engagement, and churn
• Reward redemption performance (rate, overspend, frequency)
• Program P&L and ROI of loyalty campaigns
• Operational reliability and program scalability

Key Skills & Attributes:

• Strong organizational skills and attention to detail
• High level of business and financial acumen
• Prioritizes effectively and thrives in dynamic, fast-paced environments
• Adaptable, with the ability to manage multiple projects independently
• Clear communicator with strong written, verbal, and presentation skills
• Skilled in cross-functional collaboration and stakeholder alignment
• Creative problem-solver with a bias for action and measurable impact
• Resilient under pressure and calm in ambiguity

Required Skills:

• Bachelor's degree in Business, Marketing, Analytics, or related field
• 5+ years of experience in loyalty, CRM, eCommerce, or digital program management
• 5+ years of experience leading creative campaigns and A/B testing

Preferred:

• Experience in retail, consumer electronics, or subscription businesses
• Proven success managing and scaling customer-facing programs
• Strong analytical mindset and experience using data to inform strategy
• Demonstrated cross-functional leadership and vendor management
• Familiarity with loyalty platforms, CDPs, campaign automation, or CRM tools
• Budget ownership and P&L exposure