Manager, Loyalty Strategy in Seattle, WA at GameStop

Date Posted: 8/31/2021

Job Snapshot

Job Description

Description:

SUMMARY

Reporting to the Director, Loyalty Strategy, the Loyalty Strategy Manager will help lead the evolution of strategy and prioritization with a focus on bringing customer experiences to life across all platforms in the loyalty domain. You’ll partner with product, platform, marketing, and merchant stakeholders to prioritize strategic enterprise initiatives, define scope and business outcomes, assess impact to delivery teams, and develop strategies to forecast and coordinate product development efforts end to end across cross-functional groups.  You will be responsible for defining and leading multiple workstreams including envisioning & discovery, process ideation, customer journey mapping, outcome definition and monitoring, and dependency management. You will manage complex stakeholder relationships and work to increase transparency and predictability in capacity and delivery.

The successful candidate must have a keen focus on the customer experience, strong affinity for collaboration, enjoy a fast-paced environment, and the ability to influence key partners into action, all while maintaining a positive attitude and sense of humor in the face of challenges.
 

ROLES AND RESPONSIBILITIES

  • Collaborate across multiple stakeholder groups to execute best in class operating models that optimize flow of product delivery and program performance.
  • Partner with stakeholders to define scope and business outcomes, assess impact to delivery teams, and develop strategies to forecast and coordinate product development efforts end to end.
  • Create a dynamic catalogue of customer journeys to inform scope definition, discovery, and prioritization
  • Design a framework to track and measure program outcomes and key results within the Loyalty and Benefits portfolio that can be leveraged to facilitate outcome-based prioritization and delivery
  • Establish a feedback loop between LPM, Analytics, and Customer Experience Managers to progress discovery, track KPIs, share results and learnings
  • Create and deliver executive-level stakeholder presentations to communicate progress, learnings, and key decisions for ongoing priorities
  • Demonstrate a willingness to continually learn and implement new frameworks and process improvements within a highly matrixed organization
  • You will help identify opportunities to evolve loyalty proposition to drive greater member engagement and better business value
  • You will work closely with our analytics team & our consumer insights specialist to conduct research to understand more about our members
  • You will work closely with our analytics and finance teams to scope and develop business cases for new initiatives to evolve the loyalty proposition to help address business challenges and changing customer needs,
  • You will project manage the end-to-end development and execution of recommended propositions, working cross functionally across the business to ensure brilliant execution
  • Develop test and learn strategies to understand the impact on customers and business performance
  • You'll need to work in partnership with our product, customer marketing and call center teams to implement changes and monitor results
  • Keep stakeholders up to date and engaged with projects, manage risks, and look for creative solutions to resolve issues

REQUIRED SKILLS AND EXPERIENCE

  • Bachelor’s degree with a regionally accredited program or 7+ years relevant work experience
  • Minimum of 3-5 years of professional experience working in loyalty strategy, marketing, or operations; or working with product and engineering teams; or working in consulting
  • Strong enterprise and customer mindset
  • Skilled in Agile product development methodologies to deliver digital features to market, and a mastery of enterprise collaboration tools (Rally, JIRA, Confluence etc.)

PREFERRED SKILLS AND EXPERIENCE

  • Demonstrated ability to self-start, carve opportunities out of ambiguity, and operate with a high degree of independence in a white space environment
  • Ability to influence without authority to drive change and bring multiple partners to a unified consensus
  • Strong problem solving and critical thinking skills with an aptitude for process and customer journey design
  • Ability to break down big problems into component parts to form an executable plan of action
  • High performer able to lead and manage multiple, complex workstreams simultaneously Collaborative individual who can build strong, cross-functional partnerships to deliver on shared objectives
  • Solid understanding of systems architecture with the ability to identify dependencies across channels, platforms, APIs, and shared services
  • Superb presentation building skills with ability to “tell a story “Clearly and concisely to various audiences, including executive stakeholders