Loyalty Operations Manager
About this role
WHY JOIN ALO?
Mindful movement. It’s at the core of why we do what we do at ALO—it’s our calling. Because mindful movement in the studio leads to better living. It changes who yogis are off the mat, making their lives and their communities better. That’s the real meaning of studio-to-street: taking the consciousness from practice on the mat and putting it into practice in life.
OVERVIEW
The Loyalty Operations Manager will own day-to-day operations and process development for our evolving loyalty program, Alo Access. With a strong emphasis on enabling omnichannel and international growth, this role will execute strategies that deepen customer loyalty, brand affinity, and repeat purchase behavior to help accelerate Alo’s global business.
The ideal candidate brings experience with consumer-facing loyalty systems and a customer-first mindset.
RESPONSIBILITIES
- Own the configuration and launch of Alo Access loyalty rewards and experiences across global markets. Develop and own operational SOPs while improving processes.
- Optimize and scale reward catalog profitability and margin awareness in partnership with Merchandising.
- Consolidate reporting and action-oriented insights each week regarding loyalty reward activities.
- Partner with MarTech, Loyalty Vendors and Analytics to advance loyalty management capabilities, ensure timely release calendars and insights reporting.
- Support continuous optimization via development, execution and share-out of key loyalty experiments.
- Partner with CRM, Creative and Digital Product to test messaging and optimize friction points across the loyalty journey.
- Partner with Sr. Director of Loyalty to develop store and customer experience enablement tools, FAQs and training materials to ensure a consistent omnichannel execution across global markets.
- Partner with Customer Service and CX to monitor NPS sentiments and escalate loyalty-related feedback.
KEY COMPETENCIES
- Customer-Centricity: Strong advocate for shifting to customer-first lifecycle strategies.
- Cross-Functional Influence: Proven ability to collaborate across marketing, product, data, creative, and retail functions.
- Operational Excellence: Strong program management skills, with ability to manage complex campaigns across multiple markets and teams.
QUALIFICATIONS
- 3-5 years in Digital Marketing or E-commerce roles with 1-2+ years of Loyalty experience
- Experience scaling consumer-facing brands, especially in e-commerce or retail
- International marketing experience a huge plus.
- MBA is a plus
The base salary range for this position is $130,000-$170,000 per year which represents the current range for the base salary for this exempt position. Please note that actual salaries will vary based on factors including but not limited to location, experience, and performance. As such, on occasion and when applicable, there is the possibility that the final, agreed-upon base salary may be outside of the upper end of the range. Please also note the range listed is just one component of the company’s total rewards package for exempt employees. Other rewards may include performance bonuses, long term incentives, a PTO policy, and many other progressive benefits.
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