Job Description

Position Summary: 

The Senior Manager, Marketing Loyalty and CRM position will oversee the AutoZone Reward program and all CRM activities with primary goals to drive incremental sales, increase share of wallet, and improve customer retention. This candidate will develop each program and related marketing strategies that capitalize on growth opportunities with prioritized customer segments by leveraging analytics and customer insights.  This role will work closely with cross-functional teams focused on DIY Marketing, Merchandising, and Operations to drive overall growth. The position will report to the Director of Marketing and will be closely aligned with critical functional business partners to develop and execute the go-to-market initiatives that will drive brand engagement and help influence the company's overall business KPIs.

The purpose of this position is to drive the development of Loyalty and CRM strategies and implement across the enterprise. This position will work with senior business leaders to articulate capability enhancements and gaps needed to deliver a strong, personalized customer experience needed to drive growth.  The Sr. Manager will have a solid understanding of the loyalty and CRM landscape and will be able to identify technology and data solutions to fill those gaps, enabling delivery of the program roadmap to advance acquisition, retention, and growth goals.

In addition to driving the Loyalty and CRM strategies, this position will be accountable for working cross-functionally and with partners within Marketing on a daily basis to execute tactics and campaigns that deliver value to the consumer.  The Senior Manager, Marketing Loyalty and CRM should be as a subject matter expert, a creative thinker, a strong leader and mentor in order to promote change, build a strong team, and deliver progress and incremental growth.

Job Responsibilities:

Develop and implement strategies and processes to deliver results for overall business objectives: customer acquisition and retention, program cost management, increased sales and customer engagement, and consumer insights/understanding
Lead efforts across Marketing, Creative, Operations, E-Commerce, Merchandising, IT and partner with external vendors to support the Loyalty and CRM programs and achieve the program's goals
Partner with business stakeholders to create, design and drive the Loyalty program strategy and roadmap
Refine and recommend new program benefits and capabilities as needed including, but not limited to, core construct tests, soft benefits, and engagement components supported by external research, program analysis and modeling, and internal requirements
Work with Marketing Operations to set the program vision, strategies, and prioritization of business capabilities
Drive loyalty program enrollment and engagement via multichannel marketing activities
Collaborate with vendor partners and cross-functional teams to build a strong CRM roadmap that promotes personalization that increases customer loyalty and share of wallet
Build multichannel loyalty communications strategy in partnership with Marketing, Creative, Operations, E-Commerce, Merchandising, IT and third party vendors to drive program engagement
Build appropriate KPIs and reporting packages for executive leadership, cross-functional, and Loyalty team use to measure and assess program and campaign performance
Manage program performance and customer activity reporting including customer segmentation, program level impact (return on investment and profitability), customer demographics, and benefits usage recommending relevant adjustments to the program

Position Location:

Flexible

Supervisory Responsibility:

This position has seven direct reports.

Position Skills and Requirements:

Bachelor’s Degree, MBA preferred
Minimum 7 years of experience in Loyalty program management and/or CRM program management with a multi-channel retailer preferred
Travel required - 25% 
Significant project management experience
Experience working with IT partners to advance program capabilities; experience working in an Agile team environment a plus
Excellent verbal and written communication skills; persuasive in presenting complex concepts to various groups including frequent presentation to Executive Leadership
Proven analytical, business planning, strategic planning, and leadership skills
Proven ability to translate analytic data into strategic ideas
Ability to deal with ambiguity and change within a fast-paced environment