Job Description

We are looking for an entrepreneurial and dynamic Sr. Director, Customer Experience and Loyalty to spearhead our strategy and initiatives, fueling customer acquisition, retention, and engagement. 

As the Sr. Director, Customer Experience and Loyalty, you'll be at the forefront of shaping and leading Quill's innovative customer acquisition, retention, and membership program. Your mission will be to deliver unparalleled value and experiences to our business customers. You'll own the Marketing budget, Membership P&L, Rewards Promotions and the strategic direction of the program, ensuring every move we make is a step towards excellence.

In this role, you'll be the mastermind behind our marketing, rewards promotions, and loyalty strategy. You'll oversee team operations, manage budgets, and lead a talented team to success. Collaboration is key, and you'll work closely with cross-functional partners to craft and optimize campaigns, promotions, customer experience on our site, and partnerships that resonate with our audience.

Our loyalty initiatives are all about creating a thriving ecosystem. You'll seek out and grow loyalty points partnerships that bring incredible savings and value to our business customers. By leveraging data and insights, you'll identify and prioritize opportunities to grow and retain our members, personalizing their journeys and interactions with Quill.

Innovation and collaboration will be your guiding stars as you drive effective acquisition campaigns, customer experiences, loyalty promotions, expand partnerships, and community initiatives. You'll ensure that our loyalty program aligns seamlessly with Quill's overall business goals and brand values, making a lasting impact on our customers and our company.

Responsibilities

• Define and implement the vision and roadmap for customer acquisition and loyalty program, ensuring alignment with the company's goals and customer needs.
• Manage marketing budget across various channels and team with discipline to drive new customer acquisition, engagement, retention. 
• Analyze loyalty data and insights to identify opportunities and challenges and optimize the program performance and customer experience.
• Develop and execute promotional Go to market campaigns and initiatives across multiple channels, such as email, web, sales team and social media.
• Manage the loyalty P&L and forecast, and measure and report on the loyalty program's ROI and KPIs.
• Lead the innovation and execution of new ways to deliver value and outcomes to Quill's customers through various customer journeys, such as onboarding, bonding, personalized engagement, third-party partnerships, and community building.
• Build and maintain strong relationships with internal and external cross functional stakeholders, such as marketing, merchandising, operations, IT, vendors, and partners.
• Ensure that the loyalty program's promotional strategies are consistent with the company's overall business direction and goals.
• Lead, coach, and develop a high-performing loyalty team, and foster a culture of collaboration, innovation, and customer-centricity.
• Strategize our go to market campaigns and provide actionable insights to improve ROI and achieve marketing goals.
• Develop and execute a comprehensive loyalty channel partnership strategy to drive create value for Quill’s customers and drive revenue growth and market expansion for the business.
• Collaborate with cross-functional teams, including creative, content, and analytics, to ensure cohesive and effective marketing initiatives.
• Monitor and analyze brand performance data, providing actionable insights to improve brand positioning and achieve marketing goals.

Qualifications

• Bachelor's degree in marketing, business, or related field. Master's degree preferred.
• 15+ years of experience in loyalty marketing, growth marketing, CRM, or customer retention, preferably in the retail or e-commerce industry.
• Proven track record of designing and implementing successful loyalty programs and campaigns that drive customer loyalty, retention, and lifetime value.
• Strong analytical and data-driven mindset, with the ability to use data and insights to inform decisions and optimize results.
• Excellent communication and presentation skills, with the ability to influence and collaborate with senior leaders and cross-functional teams.
• Stay informed about industry trends, competitive landscape, and emerging opportunities to continuously improve the partnership strategy
• Strategic and creative thinker, with the ability to balance big-picture vision and operational excellence.
• Passionate about customer loyalty and satisfaction, and up to date with the latest trends and best practices in loyalty marketing.

 

At Staples, “inclusion” is an action word. It represents what we do to ensure that all employees feel valued and supported to contribute to their fullest potential. When we operate inclusively, diversity naturally follows. This is why we work hard to foster an inclusive culture, as we seek employees with unique and varied perspectives and areas of expertise. The result is a better workplace and innovative thinking that helps us exceed our customers’ expectations – through the power of the people behind our iconic brand. Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

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