Director, Operations, AD Rewards at Affiliated Distributors (AD)

Description

Position Summary:

The Director, Operations, AD Rewards is responsible for driving program value and furthering growth through management, development, recruitment and retention of members and suppliers into the AD Rewards program. The Director will lead the overall program management of the AD Rewards Program across North America. This includes management of the existing programmatic structure and benefits, as well as creating and executing on continued strategic improvements to the loyalty programs to create efficiencies and drive growth by creating a program that is easy to manage and deliver. The role will serve as subject matter expert for all internal and external customers across North America, own a key divisional program and provide leadership and support to the team managing other assigned divisional programs.

Primary Responsibilities:

• Develop program strategies and repeatable processes related to account management, program growth, expansion, and adoption that will be utilized across the team. Create an ROI model for value discussions with Suppliers and promotional opportunities.
• Plan, execute, monitor, and report on key components of the program. This includes interfacing with participating AD members and suppliers, as well as internal AD resources and third-party contractors or consultants who support the program.
• Lead Voice of the Customer initiatives to capture program feedback to inform strategy for continual improvement, including leading member advisory council and through in-person interactions at AD Meetings and member branch visits. Own the annual program participation survey, including compiling results, actions items and plan and present recommendations for program improvements to leadership.
• Lead Member and Supplier recruitment and retention strategy and efforts implementing sound account management practices. Capture and report program insights on top and at-risk accounts, along with action plans. Build strong relationships with divisional teams and successfully articulate AD Rewards value to increase alignment and support.
• Accountable for program P&L including overall program revenue and expenses to ensure program financial stability. Ensure all deducted or invoiced program revenue is billed and collected in a timely, structured manner. Review and approve all vendor invoices.
• Work closely with VP to develop annual budget and yearly forecasting. Exceed annual budget goals.
• Develop key loyalty program engagement metrics and KPIs with Vice President. Build dashboard and reporting in CRM to provide visibility to leadership.
• Develop an efficient and repeatable new member and supplier program onboarding process to be implemented across team to increase compliance and reduce time to value.
• Collaborate with other AD program leaders to find synergies and opportunities for AD Rewards to partner to increase overall AD value-proposition to members and suppliers.
• Develop consistent marketing strategy across programs and channels including recurring supplier program enewsletter to provide program value-added updates. Leverage both AD Member Programs Marketing Specialist, as well as service provider partner marketing team. Report on performance and ROI.
• Develop promotion sales goals and delivery plan for ADRX Trips and Supplier Appreciation Events along with engagement managers and co-host events. Partner with AD Events team on planning, budgeting, delivery, and post-event review.
• Implement strong contract management, including the creation, transmission, storage, updating and communicating terms to supporting AD Teams.
• Build a strong, cohesive team to create best practices and synergies across programs to drive efficiencies and create additional value.

Requirements

Knowledge, Skills, and Abilities:

• Strong background in program operations, process development, and management.
• Experience in and passion for loyalty marketing, rewards programs and customer experience preferred.
• Data driven marketer who can leverage analytics to inform and create high impact strategies and value proposition development. 
• Passion for understanding consumer insights and consumer behavior.
• Experience in leading, coaching and developing a team.
• Business experience in a global environment (USA, Canada, Mexico).
• Knowledge of segmentation and targeting strategies.
• Strong communication skills, both written and verbal.
• Strong quantitative skills and the ability to frame business problems analytically, strong understanding of financial metrics.
• Ability to work well both independently and as part of a team to achieve goals and targets.
• Excellent interpersonal and communication skills to collaborate with people at all levels and backgrounds.
• Ability to build and deliver presentations or written communication in a concise and well-organized manner.
• Works with a high level of accountability, results-orientated, trustworthy, and dependable.
• Strong business acumen with account management experience and knowledge of distribution industry. Experience managing a loyalty program a plus. 

Qualifications:

• Bachelors or advanced Degree with focus on Operations, Business or Marketing is preferred.
• 10 + years of progressive work-related experience in operations, marketing, loyalty, and/or account management in a business-to-business environment with increasing scope in responsibilities and leadership preferred.
• Strong understanding of key drivers of customer behavior, program development, communications.
• Ability to work with, manipulate, and draw conclusions and recommendations from large quantities and sets of data.
• Experience with Customer Relationship Management platforms, especially Salesforce, preferred.
• Experience with reporting platforms, especially Qlik, preferred.

Additional Comments: 

1.  The position is based out of our corporate office in Wayne, PA, where we have a hybrid work schedule (Tuesdays, Wednesdays, Thursdays in office with Mondays and Fridays remote); typical hours are 8:00a – 5:00p M-F. 

2.  Travel up to 25% for AD Meetings, Member & Supplier Meetings, and Industry Conferences.

AD is proud to be an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law. At AD, we support a collaborative and inclusive environment. We value open participation from individuals with different ideas, experiences, and perspectives which we believe make AD a better place to work.