senior manager, loyalty program & member experience(J101344)

Key Responsibilities

1. Program Governance: Define, optimize, and manage loyalty tier structures, earning mechanics, and redemption architectures to drive engagement, retention, and incrementality across the entire member lifecycle.
2. Member Experience Design: Partner closely with cross-functional teams to orchestrate seamless, premium journeys. Identify and develop new personalized member benefits and innovative retail touchpoints that bridge digital and in-store experiences.
3. Rewards Portfolio and Vendor Management: Curate, launch, and evaluate a compelling mix of core Starbucks rewards alongside high-value, non-Starbucks lifestyle partnerships to maximize the program's perceived value and utility.
4. Performance Management: Establish robust program health frameworks. Leverage behavioral datasets and customer insights to diagnose trends, optimize segmentation, and iteratively adjust program mechanics.
5. Commercial Operations: Balance active customer engagement with long-term financial sustainability. Oversee daily program operations, manage loyalty liability, track budgets, and optimize the distribution of value to ensure measurable ROI.

Qualifications and Requirements

1. 8+ years of corporate experience in CRM, loyalty strategy, or customer lifecycle management within retail, hospitality, or digital consumer ecosystems. Direct experience managing high-frequency, multi-tiered loyalty programs is required.
2. Strong analytical capability, with a proven track record of translating customer behavioral data, segment insights, and lifecycle metrics into hyper-relevant engagement strategies.
3. Robust commercial acumen and financial literacy. Proven ability to model loyalty ROI, manage program liability, and effectively communicate strategies to finance and executive stakeholders using shared business language.
4. Exceptional cross-functional leadership and stakeholder management skills in a fast-paced, matrixed environment. Fluency in written and spoken English is required.
5. A genuine passion for the Starbucks brand and coffee culture; an innate understanding of how to elevate a daily beverage ritual into a premium, community-driven membership experience.