Program Mgr-Customer Loyalty

Position: Program Manager – Customer Loyalty Programs

Reports to Title: Senior Director of Loyalty Solutions

Department/Division: Marketing

Primary Work Location: Bloomington, MN

Job Code/Classification Mid-Senior

Position Overview

This opportunity will provide the selected candidate with diverse and rewarding work, opportunities for continued growth, and exposure to all levels of management and clients. Join a new group of nimble and seasoned professionals tasked with developing, implementing, and maintaining the strategies and tactics used to seize new business opportunities and grow existing business channels

Essential Functions (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Supporting the evolving framework of the B2B customer loyalty program and build out of the integrated solution. Integration management with both internal systems and stakeholders as well as external vendors and partners

• Ensuring the program and its services, processes, and resources are operating as designed and within planned budgets

• Cross functional coordination to curate partners and develop services of value based upon analysis of trends in the market and industry

• Project sell-in with key stakeholders and users

• Development, creation and continued maintenance of key support tools and documents e.g. Program Value Calculator, Sales Support Tools, B2B Marketing Materials, etc.

• Development and oversight of staff training plans and enablement tools

• Supervision of dedicated team resources as well as leading cross-functionally with numerous departments

• Delivering commercial results of the program via clearly published KPIs, client engagement, and organizational accountability

• Identifying and implementing initiatives related to continuous improvement to ensure the customer experience delights members

• Co-leading large scale annual member event through vision and execution; bringing that vision to life within the program content and outcomes.

Competencies (Knowledge and Skills needed for this position.)

• Intrapreneurship The loyalty program is a complex and dynamic asset. Having the ability to think like an entrepreneur within the confines of the organization is crucial. Being personally invested in the success of the program and its members by shepherding the resources of ReSound and its partners is paramount. The program is only successful if the members are successful, this person takes this responsibility squarely on their shoulders.

• Problem Solving In any endeavor as complex as this, obstacles are given. The ability to calmly and pragmatically work the problem and engineer solutions serves both the program and the program manager well.

• Subject Matter Expertise (SME) To support the ability to be an intrapreneur and problem solver an extraordinary ability to be the Subject Matter Expert for the program is required. Nimble and decisive decision making are real assets to the success of the program, leaning on a high level of SME will be critical to making this possible.

• Relationship Management The loyalty program will impact each and every functional area of ReSound as well as a large number of external partners and vendors. Honing the ability to create and maintain a large number of genuine and trustful relationships is central to being successful.

• Task Management With the breadth and depth of the program, disciplined time management and the ability to deliver tasks will make or break a successful program manager. The program manager must have an incredible ability to get things done.

• Technology acumen The program is built on a user friendly web based interface applying automation and integration as a core pillar.   Knowledge around software systems and integrations of those systems along with effective collaboration of globally based technical support teams is necessary. Minimally the ability to demonstrate systems and process mastery will be critical for success in this role.

Desired Qualifications

Required Education: Bachelor’s degree

Preferred Education: Master’s degree Program and/or Project Management Professional Certificates

Experience:

• 7+ years program/project management experience

• Proven ability to develop, build, and lead programs

• Capability to align team members behind a unified goal and demonstrated capability to coach and develop direct reports

• Enhanced verbal and written communications

Travel (if necessary):

• Travel, including domestic and international, up to 20% of the time may be required

Other:

Other Information

Direct reports: Yes

Working Environment: This position will be located at the Bloomington MN office in a WFH hybrid model.

 Position Type and Expected Hours of Work: Full time bonus eligible salaried position with high impact on the business. Supervisory duties may evolve with the position

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.