The Loyalty Program Manager is responsible for the end-to-end development, execution, and optimization of Jacksons’ loyalty and CRM programs. This role blends strategy with hands-on execution, leading the design and delivery of personalized loyalty offers and automated marketing campaigns that drive engagement, frequency, and incremental revenue.

As a key member of the Digital Team, this role owns the loyalty rewards engine, CRM workflows, and customer data platform (CDP), working cross-functionally with Marketing, Merchandising, Analytics, Operations, and vendor partners to ensure the right customers receive the right offers at the right time across email, SMS, push, and in-app channels.

Location:  Jacksons Store Support Center - Meridian, Idaho

Duties/Responsibilities:

• Lead the design, launch, and optimization of loyalty offers aligned to business objectives and customer behaviors.
• Develop earn/burn logic, promotion structures, and campaign rules within the loyalty platform.
• Partner with CPG vendors, category managers, and analytics teams to identify funded promotion opportunities and targeted offer strategies.
• Monitor loyalty performance, member engagement, and redemption trends to continuously refine program effectiveness.
• Provide thought leadership to scale personalization, innovation, and program sophistication.
• Own execution and performance of automated marketing campaigns across email, SMS, push, and in-app messaging.
• Build and manage customer lifecycle journeys including onboarding, engagement, reactivation, and win-back.
• Leverage the CDP to create dynamic segments and trigger-based campaigns driven by customer behavior and preferences.
• Ensure data integrity and reliable integration between CRM, loyalty platform, CDP, and downstream systems.
• Establish and maintain a CRM and loyalty campaign calendar with clear deliverables and timelines.
• Define and track KPIs including engagement, redemption, incremental sales lift, and lifetime value.
• Perform A/B testing on offers, messaging, timing, and channels to optimize performance.
• Deliver insights and recommendations through regular performance reporting and analysis.
• Partner with Business Intelligence, Marketing, Merchandising, and CPG partners on campaign results, research, and consumer insights.
• Stay current on loyalty, CRM, and digital marketing trends to drive continuous improvement.
• Other duties as assigned

Skills/Education/Qualifications:

• Bachelor’s degree in marketing, business, analytics, or related field.
• 2+ years of experience in loyalty programs, CRM, marketing automation, program management, product management, or analytics.
• 2+ years’ experience with Office 365 including TEAMS, digital technology products and related data sources.
• Experience with mobile app marketing and customer journey mapping.
• Retail or CPG experience a plus.
• Hands-on experience with CRM, CDP, and loyalty platforms (e.g., Salesforce, Adobe, Braze, Punch, or similar).
• Experience building data-driven, personalized campaigns.
• Familiarity with SQL and/or data visualization tools such as Looker or Tableau.
• Demonstrated strong written and verbal skills with the ability to effectively communicate with all levels within the organization.
• Demonstrated customer and personal service skills using customer/employer needs assessment, evaluation of satisfaction and ensuring quality standards of service.
• Demonstrated commitment to customer and team-oriented management.

Physical Environment:

The work may be done in a sitting position with no excessive lifting, pulling, or pushing, and limited twisting, bending, and stooping.   While performing the duties of this job, there is required use of hands and fingers to handle or feel objects and controls; reach with hands and arms.

Jacksons Companies is an Equal Employment Opportunity Employer and will ensure that applicants and employees are given equal opportunities in employment and contracting activities regardless of race, religion, color, national origin, sex, age, disability, or any other protected characteristic.