Job Description
The Loyalty Program Strategy Manager at Nordstrom is responsible for designing, testing and optimizing new benefits for the Nordy Club loyalty program. This role is crucial within the marketing and Customer organization, focusing on innovative loyalty program elements that enhance customer engagement and loyalty for both Nordstrom and Nordstrom Rack. The ideal candidate will leverage data-driven insights, collaborate with key stakeholders, and ensure the loyalty program aligns with Nordstrom's overarching business strategy.
The Nordy Club is more than just a loyalty program; it embodies JWN’s commitment to providing exceptional service, value, and personalized experiences to our customers. This role is dedicated to building a loyalty program that is both aspirational and inclusive, fostering deeper connections with our best customers, increasing engagement with less engaged customers, and setting a new standard for loyalty programs in retail.
Additionally, this role will ensure that The Nordy Club delivers exceptional value and experiences to members, drives brand engagement, and contributes to long-term customer retention. They will highlight business problems and work across JWN, enabling delivery teams to drive holistic and more personalized customer experiences that result in significant growth in membership, engagement, and brand affinity. This position is crucial in driving Nordstrom's financial success by leveraging the combined efficacy of loyalty and card programs to enhance overall business performance.
A day in the life...
Program Strategy:
-
Identify and design new benefits for the Nordy Club loyalty program
-
Ensure program elements align with Nordstrom and Nordstrom Rack’s business goals
-
Contribute to measurable increases in program enrollment, customer satisfaction, customer trips and spend, and Nordstrom's overall financial objectives, while reinforcing brand values
Customer Insights & Competitive Analysis:
-
Analyze customer behavior, research and market trends to inform program design
-
Identify opportunities for differentiation and competitive advantage
Learning Agenda, Testing & Measurement:
-
Contribute to a semi-annual learning agenda and investment plan that supports loyalty program design
-
Stay updated on industry trends and best practices to inform program improvements
-
Drive requirements for test design, delivery, and measurement
-
Utilize data-driven insights to refine and optimize tests
-
Drive requirements to scale winning tests
Internal & External Collaboration:
-
Partner with product management, technology, analytics, finance, operations, legal and store teams to launch and optimize tests
-
Partner with merchandising teams and outside partners on category and brand-specific tests
-
Partner with marketing teams to
-
clearly and effectively communicate benefits to customers
Strategic Communication:
-
Craft and communicate strategy, test design, progress and results to stakeholders at all levels, including executive leadership, to foster broad organizational alignment and support
You own this if you have...
-
Bachelor’s degree required, MBA or relevant Master’s degree a plus
-
5+ years of experience in program management, management consulting, corporate strategy or finance
-
Experience working on consumer loyalty programs
-
Strong quantitative skills, including setting clear hypotheses and building models to generate insights from a variety of data types and sources
-
Strong interpersonal, verbal, and written communication skills
-
Ability to develop project plans and independently manage project execution
-
Ability to collaborate and communicate with internal and external partners across all levels
-
Ability to handle ambiguity and change, while still translating ideas into action
-
A strategic mindset and the ability to sift through complexity to find opportunities
-
A strong interest in retail and an understanding of industry dynamics
#LI-Hybrid
We’ve got you covered…
Our employees are our most important asset and that’s reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including:
- Medical/Vision, Dental, Retirement and Paid Time Away
- Life Insurance and Disability
- Merchandise Discount and EAP Resources
A few more important points...
The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities and qualifications for this job.
Nordstrom will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at www.nordstrom.com.
© 2022 Nordstrom, Inc
Current Nordstrom employees: To apply, log into Workday, click the Careers button and then click Find Jobs.
Pay Range Details
The pay range(s) below are provided in compliance with state specific laws. Pay ranges may be different in other locations.
Washington: $90,000-$175,000 annuallyThis position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Learn more in the Nordstrom Benefits Overview by copying and pasting the following URL into your browser: https://careers.nordstrom.com/pdfs/Ben_Overview_17-19.pdf
Top Skills
What We Do
When you join Nordstrom, you join a fast-paced and entrepreneurial environment is paired with the strong history and experience of the Nordstrom retail legacy. We have access to some of the greatest minds in retail and technology and are constantly creating innovative strategies to develop the ultimate apparel solutions.
Gallery
