Assignment length: 1 - 3 month(s) with the possibility of extension
Start date: ASAP
Pay Rate: $49.00 - $57.00/hr
Please note: this will be a W-2 In-house consultant role
You will be responsible for the execution and evolution of a rewards program with over 3 million active members, as well as related programs like the Torrid Credit Card and Torrid Cash. Working with the VP of Customer Marketing and Analytics, the Customer Loyalty Consultant will help shape the roadmap of customer loyalty & retention at Torrid, helping the company evolve into a best-in-class loyalty player.
What You’ll Do:
- Daily oversight of the processes involved in running the loyalty/PLCC programs, introducing new features and special promotions, and measuring the performance of new initiatives within the rewards space.
- Manage all aspects of customer loyalty and PLCC programs, including loyalty-based promotions, activations and special events, and escalated customer issues.
- Actively listens to customer issues to address questions and concerns regarding the loyalty program. Develop and implement strategies to improve the loyalty/PLCC customer experience.
- Plan and execute a robust testing agenda / loyalty roadmap, introducing new features and strategies to react to key strategic opportunities.
- Own the measurement and evaluation of program metrics and KPIs, report insights and opportunities out to larger network of business partners.
- Work alongside product managers to define and enhance the digital loyalty experience and related omnichannel touchpoints.
- Collaborate with creative and external partners to hone the look & feel of program assets and develop a unique brand voice that carries through all loyalty communications.
- Work with technical teams (internal and external) to bring new features to market, troubleshoot issues, and automate key processes.
- Partner with stores, customer service, social, and other teams to define key talking points and strategic customer-facing priorities regarding loyalty.
What You’ll Need:
- Retail industry with omni-channel marketing experience is highly preferred.
- 4+ years of direct experience with retail loyalty programs and/or experience with private label credit programs.
- 2+ years of experience with building and presenting business cases to senior leadership.
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