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Loyalty Program Manager

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Job Title: Manager, Loyalty Program Operations

We are seeking a talented Manager, Loyalty Program Operations to join the EU Loyalty team within the Global Marketing organization to work across the Foot Locker brand portfolio in multiple European markets.

Key Responsibilities:
  • Deliver against the program strategic roadmap, including defining requirements for features and functionality, performing UAT, training relevant teams and overseeing successful rollout.
  • Collaborate across the business to bring the program vision to life, driving enrollments and member engagement.
  • Own training, Terms and Conditions, and FAQ for the program holistically and all feature rollouts, ensuring Legal compliance and knowledge across relevant teams.
  • Foster deep relationships with the Field team, devising innovative strategies to increase member sales.
  • Monitor program fraud and abuse, collaborating with key stakeholders across Loss Prevention, Data Science, Legal, HR and Customer Care to identify program loopholes and implement methods to remove delinquent customers and increase active members.
  • Identify and implement opportunities to drive engagement and incremental revenue through utilization of innovative Field tactics and new capabilities exploration.
  • Manage the day-to-day operations of FLX including the tasks, timelines, and coordination of support related to improving the loyalty experience, ensuring all touchpoints across the member journey are optimized and functioning as expected.
  • Manage program defects including identifying issues, escalating to technology partners, communicating to partners, and performing UAT on fixes.
  • Utilize data to monitor program health, identify program opportunities, and perform post go-live analysis on new features to continually optimize program performance.
Requirements:
  • Strong project management and communication skills, analytical aptitude and a willingness to roll up their sleeves to get the job done.
  • A passion for putting the customer first is a must, and experience with loyalty programs is preferred.
  • 5+ years of relevant experience including program/product strategy and operations preferably for a Direct-To-Consumer loyalty program.
  • Ability to build relationships and influence across a highly matrixed global organization.
  • Strong collaborative spirit, and relationship-builder both internally and externally.
  • Proficiency in Microsoft Office Suite. Must deliver visually stunning PowerPoint presentations and have excellent presentation skills.
  • Skilled in Project Management, able to think strategically while also getting into the weeds of execution juggling multiple priorities and deliverables simultaneously.
  • Rigorous attention to detail.
  • Experience in the Agile framework a plus.
  • Must be fluent in English (written and verbal). Additional language proficiency a plus (Italian, Spanish, French, Dutch, German, Portuguese).
  • Global experience strongly preferred.
  • Must be able and willing to occasionally travel internationally.
Benefits:
  • Recognition, inclusion and belonging in a diverse environment.
  • 25 holidays and flexible working (hybrid position, in office 2 days p/w).
  • Employee Discount on in-store and online products.
  • Casual Sneaker Culture.
  • Learning & Health/Wellbeing programs.
  • Career development and growth in an ambitious international team.
  • Travel reimbursement.
  • Pension Plan.
  • Discounted Collective Health plans.
  • Activities organized by our Social Committee