As the Director of Loyalty, you will be the driving force behind building deeper, more meaningful relationships with our customers. You are passionate about creating customer-first experiences that inspire engagement, foster brand loyalty, and fuel long-term growth. In this role, you’ll lead the strategy and execution of retention-focused initiatives, developing impactful email, SMS, and direct mail programs while designing a loyalty program that sets a new standard in our industry. With a deep understanding of customer journey design and data-driven insights, you’ll craft seamless omnichannel experiences that connect our online, in-store, and service touchpoints. The Director of Digital & Loyalty will drive recommendations and enhancements to reach aggressive revenue goals and key performance indicators that transform CRM & Loyalty efforts to drive the brand’s long-term growth. We’re looking for a visionary leader who thrives at the intersection of digital innovation and customer loyalty; someone who can transform engagement into measurable results and take our business to the next level. Team Leadership ·      Develop and lead an innovative and customer-obsessed Digital & Loyalty Team ·      As a leader in the Marketing Department, foster a collaborative, innovative, and fun work environment. ·      Encourage a culture of experimentation, creativity, and customer obsession. Responsibilities ·      Strategically lead the development and execution of Pet Supermarket’s digital loyalty and customer lifecycle strategy. ·      Drive customer engagement and revenue growth through digital channels and loyalty programs ·      Act as the customer advocate for the best possible omnichannel experience, communications strategy, and loyalty initiatives. ·      Build and scale a best-in-class loyalty program aligned with overall business objectives. ·      Implement long-term strategies for loyalty program and digital marketing, including CRM and personalization initiatives. ·      Lead cross-functional teams to design, implement, and manage innovative loyalty initiatives that drive retention, recency, and engagement, partnering across Marketing, Merchandising, Operations, and IT. ·      Ensure that the customer journey is engaging, seamless across devices, and effective in translating touchpoints into an immersive experience resulting in transactions ·      Oversee direct marketing initiatives including email, SMS, direct mail, and customer analytics. ·      Identify and optimize new and existing opportunities for customer engagement and retention. ·      Ensure campaigns are seamlessly integrated across channels for a cohesive customer journey. ·      Implement A/B testing, pilot programs, and innovative campaigns to discover what resonates with audiences. ·      Define and measure activities against KPIs, create standardized dashboards, and share testing results. ·      Analyze customer data and insights to identify opportunities for personalization, retention, and business growth. ·      Oversee customer analytics as it pertains to segmentation and consumer insights to drive business decisions and bring the voice of the customer to life. ·      Partner with IT to ensure data integrity, database connectivity, and seamless integration across platforms. ·      Stay ahead of emerging channels, technologies, and trends in digital, loyalty, and retention marketing. Qualifications ·      8+ years of broad experience in Loyalty, Retention, and Digital Marketing. ·      3+ years' experience in a Digital Leadership role (Senior Manager or above) ·      Proven experience leading teams to deliver high quality, consumer products and experiences on web and mobile platforms ·      Experience in channel management, pricing, and marcom, preferably with experience in digital marketing ·      Deep understanding of product design, customer experience, customer journeys, customer segmentation, testing and optimization ·      Data/tech-savvy with experience in defining business requirements and data flows. ·      Highly data-oriented, with the ability to interpret complex metrics and datasets to guide decision-making. ·      Proven track record of launching, testing, and scaling successful loyalty and lifecycle programs. ·      Bachelor’s Degree in Business, Marketing, Communications, or related field required. ·      Advanced degree (MBA, Master’s) preferred. ·      Strong knowledge of deliverability, CAN-SPAM, CCPA, and GDPR compliance. ·      Proficiency with SQL, Tableau, Snowflake, Salesforce, Oracle, GA4, and Quantum. ·      Hands-on experience with Salesforce Marketing Cloud or other lifecycle/loyalty marketing tools. ·      Extensive knowledge of Jira or similar project management platforms. ·      Retail, eCommerce, or pet industry experience a plus. ·      Creative, innovative thinker who is organized and solution oriented. ·      In tune with shifting trends in loyalty, retention, and retail/e-commerce marketing. ·      Ability to thrive as both a self-starter and collaborative team leader. Core Competencies ·      Customer Obsession ·      Loyalty Program Design & Optimization ·      Digital Customer Journey Strategy ·      Customer Data Science & Segmentation ·      Omnichannel Retention Marketing (Email, SMS, Direct Mail, Loyalty) ·      Strong Communication & Leadership Skills ·      Technical Expertise: SQL, Tableau, Snowflake, Salesforce, Oracle Pet Supermarket is an equal opportunity employer.