Program Manager - Loyalty

The Marketing Manager – Loyalty Program Management role is responsible for designing and executing customer loyalty and retention strategies to boost engagement and lifetime value. Key duties include developing loyalty program frameworks, managing targeted campaigns, and analyzing customer behavior for segmentation and personalization. Oversees loyalty platform operations, collaborates cross-functionally with marketing, product, and analytics teams, and ensures programs align with brand and business goals. Tracks KPIs, enhances customer experience, and partners with vendors or tech teams to continuously optimize loyalty initiatives.

Responsible for developing and executing localized marketing strategies for priority markets, responding to competitive activities, driving competitive conquest efforts, and implementing geo-targeted initiatives to support retail stores. This role serves as the primary liaison between marketing and both internal and external clients, ensuring that marketing programs align with business objectives and deliver measurable results. With a strong background in producing successful campaigns, this position requires a proactive leader capable of coordinating cross-functional teams to achieve marketing goals.

Primary Responsibilities:

• Lead the end-to-end development and execution of customer loyalty strategies (e.g., rewards, tiered, free/paid/subscription-based models) to drive retention, repeat purchases, and customer lifetime value. Strategize, launch, and manage multi-channel campaigns (email, SMS, app, digital) to promote loyalty initiatives, seasonal offers, and exclusive member benefits. Oversee loyalty platforms and third-party integrations; work closely with vendors and internal IT teams to ensure seamless execution and program scalability.
• Collect customer feedback, identify friction points, and implement improvements to enhance the value and usability of loyalty programs. Stay ahead of industry trends, competitor programs, and emerging technologies to keep the loyalty strategy fresh, innovative, and aligned with consumer expectations. Develop, craft and integrate targeted messaging across various communication channels, creating content, briefs, and concepts that inform, persuade, and drive customer engagement at the local level. Collaborate closely with stakeholders to ensure messaging aligns with strategic objectives and resonates effectively within each market.
• Utilize data analytics to segment customers and deliver targeted, personalized loyalty experiences that increase engagement and conversion. Define KPIs, monitor program performance, and analyze behavioral data to inform decision-making and continuous improvement efforts. Monitor and measure the progress and performance metrics, enhances customer experience, and partners with vendors or tech teams to continuously optimize loyalty and local marketing initiatives
• Lead the conceptualization, development and execution of localized, experience-driven marketing campaigns that drive growth, foot traffic, improve customer acquisition, retention, and resonate with specific customer segments within priority markets. Oversee and manage projects and marketing campaigns across the local marketing program categories.
• Oversee resource allocation to ensure projects are delivered on time and within budget, prioritizing cost-effectiveness. Develop and manage the program’s budget, optimizing expenditures to maximize impact and support strategic goals. Collaborate with internal and external stakeholders to continuously refine and improve program effectiveness, aligning activities with the company's strategic goals and making timely adjustments to optimize outcomes on local marketing initiatives.

Education and Experience:

• Level of Formal Education: Bachelor's degree or equivalent experience
• Area of Study: Marketing, Business Administration, Retail
• Minimum Years of Experience: 5
• Type of Experience: Developing and managing marketing strategies
• Technical Competencies & Information Systems:
• Technical marketing skills
• Experience with relevant software applications

• Skills & Abilities:
• Strategic thinking & Campaign Development
• Experience managing Enterprise level Loyalty programs, promotional and/or advertising activities
• Strong understanding of customer and market dynamics
• Relevant product and industry knowledge
• Formal presentation skills
• Budget Management
• Data Analysis and ROI measurement

• Language Skills: Excellent written and verbal communication skills
• Personal Attributes & Other/Preferred:
• Team leadership
• Persuasiveness
• Adaptability
• Creativity
• Good judgment
• Decision making

About The ODP Group: The ODP Group, through its business entities ODP Business Solutions and Office Depot, is a leading provider of products, services, and technology solutions through an integrated business-to-business (B2B) distribution platform and omnichannel presence, which includes world-class supply chain and distribution operations, dedicated sales professionals, online presence, and a network of Office Depot and OfficeMax retail stores.

Commitment to Safety: We are committed to maintaining a safe and healthy work environment for our Coworkers and our customers. All Coworkers are expected to support our operational safety culture by working safely and addressing potential hazards or concerns.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by Coworkers assigned to this classification and are not intended to be a complete list of all responsibilities, duties and skills required of Coworkers so classified. Other duties may be assigned.

Pay, Benefits & Work Schedule: The company offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunities to move and grow within our organization! You may be eligible to participate in an incentive program, paid in accordance with the Incentive Plan terms and conditions.

Equal Employment Opportunity: The company is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.

We will consider for employment qualified applicants with arrest and conviction records pursuant to the City & County of San Francisco Fair Chance Ordinance.

Application Deadline: The job posting will remain open for a minimum of 3 days and will expire once the position has been filled.

How to Apply: Click the “Apply Now” button and follow the instructions on each page. When you have completed the application, click the “Submit” button.