Program Engagement Manager, AD Rewards en Affiliated Distributors (AD)

Description

Position Summary:

The Program Engagement Manager, AD Rewards will be responsible for managing the AD Rewards Program in the assigned divisional program(s) to the highest quality and standards with the goal of increasing participant participation and sales growth, value, retention, and satisfaction. The role will serve as the subject matter expert and central point of contact for all internal and external customers associated with their assigned divisional program(s). They will plan, execute, monitor, and report on key components of their assigned divisional program(s). 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. 

Primary Responsibilities:

• Develop strong relationships with AD divisional member and supplier engagement teams to align with divisional growth strategies and gain their support for the program and increased participation. This includes capturing (in CRM) and providing actionable insights from interactions with members and suppliers on referenceable and at-risk accounts to educate and improve partnerships. Meet quarterly to review program performance, retention, prospects, and strategic alignment. Escalate any member or supplier issues clearly and appropriately.
• Partner with divisional teams on recruitment - lead education sessions, provide selling points/FAQ sheet and testimonials to enable teams. Assist on prospect calls to answer specific program questions and relay value proposition. Conduct program value presentations, both virtually and in-person. Support contract negotiations, communicate terms to internal teams, track and manage existing agreements.
• Implement account management best practices to manage and engage member and supplier participants. Track key loyalty program engagement metrics in CRM and keep Director and VP informed of key wins and at-risk participants to prevent churn. 
• Host annual business reviews with participating suppliers to include program value presentations with goal of retaining participation, increasing qualifying products and launch promotions. This includes developing an annual promotional strategy with each supplier to increase member education, engagement, purchasing, and bonus point earning opportunities. Disseminate actionable plans post meeting and proactively manage successful implementation over the year.
• Drive participant point earning to increase divisional growth and revenue, point redemptions to build loyalty and registration in customer program. Will set goals, track and report on performance and meet or exceed goal metrics.
• Assure compliance with accurate and timely member and supplier in-bound reporting required to issue points and collect revenue. Collaborate with participants to move from manual to automated reported to increase efficiencies.
• Implement in-program marketing to increase participating member/supplier awareness, drive engagement, and measure ROI on all marketing programs.
• Host member champion individual calls, bi-annual group webinars and send quarterly communications (in partnership with AD Member Programs Marketing Specialist) designed to educate, enable, and increase engagement.
• Capture and create participating member and supplier testimonials that demonstrate the value of program participation. Partner with AD Member Program Marketing Specialist.
• Collaborate with 3rd party partner to successfully complete new member and supplier onboarding with goal of decreasing time to value and program compliance.
• Manage and deliver AD Rewards Live webinars with suppliers, including post-webinar reporting.
• Participate in Member Advisory Council meetings with Director.
• Manage ADRX Trip Experience promotions in assigned division(s) and co-host onsite trip experiences with members and suppliers. 
• Maintain contact lists and delivery of outbound marketing efforts like bonus point cards.
• Role is responsible for meeting or exceeding assigned revenue goals, managing expenses, and delivering high customer satisfaction. 

Requirements

Knowledge, Skills, and Abilities:

1. Well organized, detail-oriented, collaborative team player interested in both their individual success as well as the team.
2. Intermediate understanding of distribution.
3. Ability and willingness to develop strong, trusting relationships with individuals at all levels and disciplines.
4. Strong financial acumen, with ability to balance objective vs subjective decision-making to achieve the best outcome.
5. A problem-solver with the ability to present recommended solutions to challenges. 
6. Persuasive, encouraging and motivating with a positive, can-do attitude.
7. Strong written, verbal communication and presentation skills, including ability to lead regular business reviews and deliver executive updates.
8. Action-oriented personality, able to navigate ambiguous situations and use judgement to develop plans in the absence of perfect information.
9. Ability to shift seamlessly between operating strategically and leading day-to-day tactical execution to effectively prioritize and execute tasks in a high-pressure environment.
10. Works with a high level of accountability, results-orientated, trustworthy, and dependable.
11. Solutions-oriented with a track record of success driving superior results.
12. Comfort on video communications platforms (Zoom, Teams).
13. Strong advocate of the AD Way Culture.

Qualifications:

• Bachelor’s degree in marketing, business or related field is preferred.
• 3-5 years of marketing, account management or customer success experience preferred. 
• Advanced understanding of performance marketing and loyalty metrics, preferred.
• Proficiency in Microsoft Outlook, Excel, Word, and PowerPoint
• Familiarity with Customer Relationship Management (Salesforce) and Reporting Platforms (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, industry events and AD Member offices required to promote program and engage participants and prospects.

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.