Loyalty Marketing Manager

About Us:

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Stores across the country.

We're committed to our campus culture and want to have people collaborating, developing, and learning from each other. By having everyone on campus together, we have been able to nurture a fantastic social and dynamic environment.  

About the Role:

As part of the Loyalty and Retention team you will be responsible for managing the customer lifecycle and loyalty programs for Dyson. This role is open to Chicago and New York locations. Reporting to the Head of Owner Loyalty & CRM, you will be instrumental in driving owner engagement, retention and response rates, through the creation of relevant journeys and campaigns that delight Dyson owners. You will partner with the data and analytics teams to analyze detailed data sets to determine what to offer or recommend to owners to increase loyalty, and as these programs are implemented you’ll determine the program’s effectiveness and make recommendations for improvement. 

The Loyalty Manager will develop, execute and optimize the loyalty and lifecycle programs to improve owner retention. This individual will work closely with cross-functional teams to align program features and marketing strategies across the organization and report on program performance.

The ideal candidate should be a self-motivated marketing manager, able to thrive in a fast-paced, results and deadline drive environment. You will be a problem-solver with the ability to partner with other teams and internal/external partners, with a genuine commitment to improving the owner experience. You are an analytic thinker, driven by data and passionate about creating owners for life. 

You will have an exceptional understanding of:

• Complex multi-step campaigns in a CRM platform
• Email marketing, digital media and all major local social platforms 
• Data privacy and compliance best practices in the region
• Implementation, tracking and measurement of one-to-one marketing campaigns

Responsibilities include:

Lifecycle program

• Work closely with product marketing teams to cultivate a deep understanding of what resonates with our owners in order to anticipate and initiate changes to improve the program
• Own E2E owner journeys across all touchpoints and channels (site, email, SMS, mobile app, Care)
• Oversee the briefing process and the work of internal Center of Excellence teams, designers/copywriters and digital producers who will deliver much of the lifecycle campaign activity
• Provide expedient issue resolution for owners, proactively identifying areas for program improvement and efficiencies, e.g. automating content triggers based on channel, audience and message, to improve program relevance and engagement

Loyalty program

• Drive the design, development and execution of the loyalty strategy to deliver personalized, targeted and relevant experiences throughout the owner journey that drive engagement and long-term retention
• Effectively communicate loyalty strategies and performance to the broader marketing team, cross-functional partners, and leadership, to gain alignment and influence future roadmap
• Measure, analyze and report out program and retention KPIs, developing customized reporting as needed
• Define, test and implement new program benefits, experiential rewards and functionality required to increase the perceived value of the program and overall owner engagement
• Design loyalty program objectives and long-term roadmap, collaborating with owner experience, marketing, insights, analytics and creative teams
• Test, learn and refine the program to continually optimize results and create efficiencies
• Drive brand engagement and loyalty using the most relevant and effective local digital channels across the territories for which you are responsible

About You:

• Bachelor’s degree in marketing, advertising or related field required
• 5+ years of loyalty program experience a must, for an ecommerce company, retail or agency customer experience role a plus
• Solid understanding of CRM systems and direct marketing tactics (Email, SMS, mobile app, digital, social, ecommerce)
• Ability to work independently and with ambiguity on multiple projects simultaneously with rapidly-evolving dynamics, and flexibility to readily adapt to changing business needs with a focus on generating results
• Strong collaboration skills and ability to influence cross-functionally among multiple departments to ensure integration of one-to-one initiatives
• Knowledge of reporting tools such as Tableau, Google Analytics and Adobe Analytics to analyze data and draw business insights
• Proactive, curious and creative team player who exhibits a strong growth mindset, enjoys solving problems and enabling others

Desirable skills

• Develop positive and productive professional relationship with key stakeholders
• Work independently in a changing and multi-task environment with numerous deadlines
• Comfort with ambiguity and adaptable to change
• Excellent time management, organizational, planning and project management skills
• Prepare accurate budgets and effectively manage expenses
• Excellent verbal and written communication skills
• Strong analytic presentations skills to senior and peer level audiences

Benefits:

At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.

Financial benefits:

• 401K with up to a 4% match
• Company paid Life Insurance and AD&D
• Flexible Savings Account (FSA) and Health Savings Account (HSA)

Lifestyle benefits:

• Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time
• Pre-tax Commuter Benefits (applicable areas only)
• Generous Child Care Leave Program
• Wellness Program
• Employee Assistance Program
• Generous Dyson Product Discounts

Health benefits:

• Multi-Level Healthcare Coverage Options
• Vision & Dental Coverage
• Company paid Short-Term and Long-Term Disability

Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.