Customer Loyalty And Subscription Program Manager

CUSTOMER LOYALTY AND SUBSCRIPTION PROGRAM MANAGER*
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SUMMARY
The primary function of this position is the ongoing management and growth planning of Swanson’s Customer Loyalty (Swanson Wellness Rewards) and Subscription (Easy Refill) programs.

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ESSENTIAL RESPONSIBILITIES*

• Program optimization to ensure positive customer experience and engagement

• Lead the planning, execution and ongoing operations of program benefits, program activations and multi-channel engagement campaigns

• Responsible for managing Rewards and Easy Refill program operations and marketing campaign execution across platforms to drive profitability for the organization and deliver customer value

• Work cross-functionally to gather necessary data or information for Program process improvements

• Track KPIs and actively manage performance to grow existing program customer participation. Analyze data and produce reports related to program performance.

• Partner with marketing teams to establish and maintain positive program communication with program members and potential program members.

• Work directly with Customer Service Center to ensure positive customer interactions in relation to the programs.

• Gather and share program intel, including competitive research and platform changes.

• Responsible for creating process documentation, drafting training materials, user guides, how-to videos, running demos, and making sure all collateral related to the programs is current and complete.

• Manage the reward program member dashboard and other online content related to rewards program

• Assist the delivery of loyalty strategies encouraging customer retention, advocacy and maximizing customer's lifetime value across all channels

• Provide full ROI analysis on all elements of the loyalty/rewards strategy

• Implement test and learn strategies to evolve the Loyalty and Subscription Programs to attract and retain customers across all channels

• Serve as point of contact for third party Loyalty and Subscription partners

• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.

• Conduct self in the presence of customers and community, so as to present a professional image of Swanson Health.

COMPETENCIES REQUIRED

• Experience with Customer Loyalty Programs, Subscription Programs, Customer Experience and Marketing
• Effective written and verbal communication ability with keen attention to detail
• Effective planning and time management skills
• Ability to work in a fast-paced, high-growth environment
• Familiarity with a variety of customer experience concepts, practices, and procedures
• Meticulous attention to detail, commitment to producing quality work and deadline conscious
• Ability to perform a variety of tasks and organize large amounts of information
• Ability to interface with many departments
• Possess analytical skills and be able to identify problems and formulate solutions
• Commitment to quality and focused on customer needs
• Strong analytical and reporting skills.
• Ability to independently learn new systems.
• Ability to be self-directed and collaborate in functional team environment.
• Fundamental proficiency in Microsoft office programs like Word, Excel, PowerPoint, etc.

SUPERVISORY RESPONSIBILITIES
May supervise employee(s) or agencies; is responsible for the overall direction, coordination and evaluation of these units. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION AND EXPERIENCE

• Bachelor’s Degree in relevant field (Business, Communications, Marketing, etc)
• 2-3 years of relevant experience (Loyalty Program Management, Subscription Program Management, Project Management, Customer Experience)
• Or an equivalent combination of education and experience sufficient to successfully perform the essential responsibilities and duties of the job as listed above.

EQUIPMENT AND SOFTWARE

• JIRA, Wrike and other project management tools
• Mozart (AS400)
• Microsoft Office Products

Job Type: Full-time