Staples Senior Manager, Rewards & Membership in Framingham, Massachusetts

Description

Position Summary

The Senior

The Senior Manager, Loyalty & Membership Marketing is responsible for growing retention and share of wallet of the Stores & Online customer base through the Staples Rewards program. Staples Rewards is a critical component of Staples’ multi-channel business, boasting 22M members and influencing over $6B in sales. The Senior Manager will lead a high-functioning team to execute program operations, continuously improve the customer experience, and drive innovation to achieve program and business results. The Senior Manager, Loyalty & Membership Marketing is also responsible for overseeing all marketing initiatives for the Business Rewards Plus paid membership program and business pricing initiatives driving a key pillar of Staples’ strategic 20/20 growth initiatives

The ideal candidate for this role is results-oriented, collaborative, and has the ability to both think strategically and operate at a technical level. This high-profile position partners across a variety of cross-functional teams and levels, including Analytics, Circulation & Planning, Membership Strategy, Marketing Operations, Category Marketing, Customer Service, eCommerce, Staples Digital Solutions, the Agency and Finance

The S

Primary Responsibilities

Continually evaluate Staples Rewards performance and evolve program to drive improvements and

efficiencies

  • Leverage program metrics,customer-level data, research, media mix modeling, and customer feedback tomonitor performance, diagnose opportunities and drive decisions-making

  • Manage $100M budget across channels;partner with Finance to forecast Rewards spend, maintaining minimal variance tobudget

  • Seek opportunities to moreefficiently utilize spend and reduce unprofitable activity

Manage Business Rewards Plus (BRP) membership program and business exclusive pricing marketing initiatives

  • Collaborate with team to build and execute onboarding,lifecycle, and free-trial campaigns

  • Generate pipeline of Rewards customers for paid membershipacquisition

  • Partner with Analytics and Membership Strategy to driveenrollment

  • Work with Pricing and SDS teams to execute mid-market andsmall-business pricing initiatives to drive profitable growth. Build campaigns to drive engagement, SOW, PROcategory penetration, etc.

Manage Staples Rewards program execution and improve the Rewards customer experience

  • Oversee statement processing (coreand ink), performance evaluation, special promotion planning/payout, external/internalcommunications, and customer based-pricing

  • Serve as business lead for Rewards-relatedStaples Digital Solutions projects; oversee Rewards-related Staples DigitalSolutions enhancement and support efforts

  • Enhance Rewards Digital roadmap; improvecustomer experience across all Rewards lifecycle touch points, and across allchannels/devices

  • Drive enrollments through storenetwork, staples.com, and mobile properties

  • Partner closely with CustomerService to understand and reduce Rewards-related contacts; developtools/capabilities to support associates in quickly solving customer inquiries

Increase customer engagement and share of wallet

  • Develop and execute Rewards &BRP lifecycle communications and opportunities to drive incrementalsales/profit

  • Design exhaustive testing roadmapfor continuous improvement

  • Drive key strategic productcategories with a targeted, customer-centric lens

  • Partner with Targeted Marketing andRegional Marketing to reinforce Rewards and drive customer value

Develop, grow, and retain team of 6 Associates

Qualifications

Basic Skills:

  • Bachelor's Degree

  • 8 to 10 years of related experience

Preferred Skills:

  • 8+ years financial/marketing experience, with demonstrated ability to deliver on Marketing goals, drive customer engagement and oversee tactical/technical execution

  • Strong communication and interpersonal skills; team-orientation, with an affinity for influencing and working across functions and levels in a dynamic environment

  • Innovative, results-oriented, strong customer-centric outlook

  • Solid manager of people, with experience developing and retaining high-performing talent

  • Understanding of, or desire to understand, numerous systems, tools, and databases employed to support and evolve the Staples Rewards program

  • Ability to clarify objectives, design analyses to answer the business question, interpret findings and package into easy to understand, actionable recommendation

  • Experience managing and forecasting a large budget

  • MBA a plus

Additional Information

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.