Customer Loyalty Specialist- Hybrid- Journeys bei Genesco

Overview:

As the Loyalty Specialist, you will support the day-to-day execution and coordination of campaigns that drive engagement and retention within the Journeys All Access Rewards program. You’ll work closely with the Loyalty Manager and cross-functional teams—including creative, analytics, and channel partners—to help deliver personalized communications, seasonal offers, and lifecycle journeys that strengthen member relationships and encourage program participation. This role is hands-on and detail-oriented, focused on campaign setup, QA, reporting, and optimization to help increase customer lifetime value.

Areas of Responsibility:

1. Journeys All Access Rewards Program Development:

• Collaborate with cross-functional teams (Marketing, Operations, IT, and others) on programs to evolve and optimize the Journeys All Access Rewards Program.
• Build, launch, and manage omni-channel loyalty campaigns alignment to overall loyalty goals and strategies.
• Maintain a seasonal campaign calendar aligned with Sales and Marketing initiatives.
• Identify opportunities to enhance customer engagement, increase repeat purchases, and foster brand advocacy.
• Leverage data-driven insights to segment and target different customer groups effectively
1. Program Communication and Engagement:
• Oversee communication strategies for program members, ensuring timely and relevant messaging.
• Collaborate with internal partners to create compelling content, promotions, and personalized offers.
• Drive engagement through targeted campaigns, events, and exclusive member experiences.
2. Cross-Functional Collaboration:
• Work closely with Product teams to enhance the digital experience for loyalty program members.
• Collaborate with Customer Service to address member inquiries and resolve issues promptly.
• Partner with Retail Operations to ensure seamless in-store experiences for program members.
3. Performance Measurement and Reporting:
• Work with Loyalty Manager to develop KPIs for loyalty campaign success and track performance against targets.
• Track and report on loyalty program KPIs such as new member acquisition, points earned and redeemed, and campaign effectiveness

Qualifications:

• Bachelor’s Degree with at least 2 years related experience or an equivalent combination of education and experience required.
• B2C loyalty and CRM marketing experience for an omnichannel retailer preferred
• Experience working with Loyalty Management Platforms (Salesforce, Cheetah Digital, etc.) preferred
• Ability to collaborate with cross-functional teams to work towards a common goal
• Excellent verbal and written communication skills with ability to leverage business and technical insight
• Strong ability to analyze, identify, and understand critical issues and information to make informed business decisions
• Ability to work independently and in a team environment

#LI-LC1 

#Hybrid