Manager, Loyalty And Payments

Owns and leads several key customer programs including the BIG Rewards loyalty program, Big Lots consumer financing programs, and other revenue generating customer service programs including warranty and gift cards. This includes identifying growth opportunities, developing strategic plans, and leading a team responsible for executing day-to-day activities for these programs.

1. Develops program strategies and leads a team to drive growth and improved customer experience across all managed programs.
2. Works collaboratively across internal teams to move program objectives and projects forward while ensuring strong cross-departmental communication.
3. Responsible for leading third-party partnerships to drive program success, ensure all contractual obligations are met by all parties, and maximize program resources and capabilities.
4. Enables progress through internal strategic partnerships with the Stores, Ecommerce, Finance, IT, and Marketing teams to effectively drive cross-functional projects and initiatives.
5. Works across larger Big Lots marketing campaigns and promotional activity to drive further value through loyalty membership and consumer financing programs.
6. Partners with Analytics and Finance to measure program and campaign performance and recommend hypothesis-driven tests and results-driven enhancements.
7. Champions innovation to programs including capabilities enhancements, technical solutions to business and customer problems, and process streamlining.
8. Benchmarks against competitors and stays current on innovations in the Loyalty and Payments industry, with a view to driving continuous improvement.
9. Develops and executes promotions leveraging Loyalty and consumer financing to drive incremental sales.
10. Maintains an active role in planning, organizing, and monitoring all aspects of day-to-day operations and projects to ensure engagement, commitment, timelines, and risk are effectively managed.
11. Ensures key deliverables are on-time and on-budget by effectively prioritizing projects, allocating resources, making timely decisions and managing expectations.

1. Bachelor’s degree required.
2. Minimum of five years of experience in loyalty marketing, consumer finance, and program management required. Combination of experiences preferred.
3. Multi-channel retail experience and/or consumer payment program experience preferred.
4. Demonstrated success through data-driven decision making, critical thinking, and creative problem solving.
5. Proven experience in building effective cross-functional and external partner relationships.
6. Solid communication and presentation skills. Ability to articulate objectives, strategies, tactics and meaningful measurement to leadership teams required.
7. Must be a decisive, action-oriented individual with experience influencing others.
8. Experience in establishing effective processes, delegating tasks, and prioritizing across projects in a fast-paced, complex environment required.
9. Highly organized with the ability to multi-task and manage conflicting priorities.
10. Proficient in Excel, PowerPoint, and other MS Office programs.

#LI-RG1 #LI-HYBRID
We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.