Loyalty Program Manager

The Loyalty Program Manager is responsible for all facets of the Marcus Theatres loyalty program. This includes overseeing the smooth running of our existing loyalty program and identifying opportunities to develop and enhance the value. The position requires the ability to understand the needs of our regular customers, delivering a program that enhances loyalty towards the Marcus Theatres and Movie Tavern brands. The abilities to innovate communicate and deliver both internally and externally are critical to the success of the program. The position will also measure and report on all key financials detailing areas of improvement and the necessary tactics to achieve them.

This position reports to the Director of Marketing.

Essential Functions/Job Duties:

• Drives growth in membership by leveraging communications channels and working with theatres to solicit guests to become new members.
• Raises awareness of program internally so that our loyalty program is part of the DNA of all associates;
• Responsible for learning and understanding the behaviors and attitudes of our regular customers including non-members and deliver a plan to make the guest loyal;
• Supports the communication and marketing plan (on line and off line) to increase engagement between our members and Marcus Theatres through organic and studio sponsored offers and promotions
• Tracks the member lifecycle and develop strategies to retain existing members and win back those who have or are at risk of becoming inactive
• Maintains and leads relationships with existing and potential external partners;
• Assesses feasibility of new ideas based on revenue generation, engagement from our members and enhancement of loyalty for Marcus Theatres;
• Responsible for reporting key statistics, monitor customer and financial key result areas to ensure our loyalty program is effective and identify opportunities for improvement;
• Presents loyalty updates to Marketing and Executive Team;
• Monitors, maintains and utilizes key user data to engage guests for increased frequency and revenue generation;
• Works closely with data analyst to gauge return and profitability of rewards efforts and establish metrics to measure program success;
• Manages the design and delivery of benefits, promotions and enhancements through the loyalty system, working closely with the IT team and loyalty platform developers;
• Manages program performance and customer activity reporting to address areas including program and campaign level impact (return on investment and profitability), customer trends, and recommend adjustments to the program;
• Establishes and manages relationships with vendors for program materials fulfillment and program partners for member benefits and offers.
• Works with the Marketing team and film studios on movie title specific marketing plans including special offers, bonus opportunities and promotions.
• Supports the publication and distribution of all email newsletters and campaigns that go out weekly;
• Manages email and phone questions that come into the corporate office through our rewards mailbox and phone line;
• Performs other such duties as may be assigned by the Director of Marketing.

*The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

Job Requirements:

• CRM, loyalty, direct and/or relationship marketing background
• Willing and motivated to learn new skills, tasks, and software systems to meet the changing demands of the movie exhibition industry
• Able to communicate effectively in writing and verbally to all levels of the organization
• Ability to create new and innovative processes
• Talent for developing strong working relationships both inside and outside of the organization
• Ability and preference to undertake action-oriented and self-motivated projects
• Ability to define problems, collect and analyze data, and draw valid conclusions
• Proficient knowledge of Microsoft PowerPoint and Word
• Flexible work schedule that includes late evenings, weekends and holidays as dictated by business needs;
• Travel to theatre locations for loyalty program monitoring and manager meetings (5% travel)

Preferred:

• Five plus (5+) years loyalty program management experience
• Experience within the entertainment or movie industry
• Partner marketing or vendor management experience

Physical Requirements:

While performing the duties of this job, the employee is frequently required to sit, talk and/or hear, and/or use hands to finger, handle, or touch objects, tools, or controls. The employee is required to stand, and/or walk occasionally. The employee must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by this job include close vision and the ability to adjust focus. The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

Work is performed in an office environment with occasional travel and theatre environment. The noise level is usually low to moderate with an occasional loud environment. Mask is required at all times except when working alone in an office. The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential function.

Educational Requirements

• Bachelor’s Degree

Marcus Theatres is an equal opportunity employer.We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.We are committed to non-discrimination in our hiring and employment practices in accordance with all applicable laws.