About the job
Join us as we seek a driven and strategic leader to spearhead the growth and innovation of Insider, a pioneering loyalty program that transforms customer engagement for retailers. Insider is a vital component of the WS Development portfolio, aiming to evolve into a scalable and independent business beyond our current offerings. With an established base of strong tenants and enthusiastic consumer adoption, Insider stands at a crucial turning point representing significant potential.
As the Head of Loyalty, you will guide the trajectory of Insider through strategic foresight, cutting-edge technology development, and precise operational execution, ultimately driving key performance indicators such as retailer sales, customer satisfaction, and program profitability. With rapid membership growth and exciting new properties on the horizon, Insider is poised to become a standout solution and a transformative influence in the retail sector and beyond.
Your role will be pivotal within WS Development’s Strategic Initiatives team, collaborating closely with executive leadership to refine the vision, establish the roadmap, and implement a go-to-market strategy that transforms Insider into a substantial revenue-generating platform beyond our properties.
Key Responsibilities:
- Drive the overarching strategy, growth, and continuous improvement of Insider.
- Identify and assess new opportunities for Insider, including strategic partnerships and cross-property initiatives.
- Manage revenue, budgeting, and ROI targets for Insider, ensuring its financial viability and expansion.
- Provide an exceptional, seamless experience for members across all digital and physical interactions.
- Define product specifications, target customer segments, goals, benefits, and rewards.
- Make swift, data-informed decisions while fostering a culture of experimentation to enhance program performance.
- Encourage a test-and-learn philosophy with an entrepreneurial mindset, ensuring marketing campaigns and program features are optimized for maximum ROI.
- Implement the long-term business strategy, balancing immediate achievements with sustainable growth.
- Work in tandem with leasing, marketing, and property teams to position Insider as a distinctive value proposition that enhances tenant relationships and fosters customer loyalty.
- Collaborate with the Head of Digital Engagement and VP of Marketing on budget planning and KPIs, ensuring transparent reporting to executive leadership.
- Analyze customer data and insights to refine the program, boost retention, and maximize lifetime value.
- Lead and develop a small, high-performing team.
