Bloomingdale's Director, Loyalty
Bloomingdale's
About Bloomingdale's makes fashion personal and fun, aspirational yet approachable. Our mission is to guide and inspire our customers to make style a source of creative energy in their lives. We will always strive to make Bloomingdale's like no other store in the world. Across all brand touchpoints-from Bloomingdales.com to our newest small store concept, Bloomie's-everyone plays a critical role bringing our mission to life. Our inclusive culture promotes diversity of background, thought and opinion. Regardless of position, we believe all colleagues have a voice and access to share their thoughts with every level of leadership. Our colleagues are passionate, driven, entrepreneurial and collaborative, while having a lot of fun along the way. The Opportunity Bloomingdale's Loyallist program connects the business to some of the most distinctive customers in American retail - high-spending, high-frequency, and deeply brand-affiliated across the program's tiers. The Director of Loyalty owns the strategy that deepens that relationship: tier architecture, benefit design, enrollment and penetration growth, and the program roadmap that turns membership into a durable competitive advantage. This is a growth leadership role with direct economic accountability. The Director models and defends the lifetime-value impact of every program decision, owns the member-growth agenda, and ensures loyalty operates as a connected piece of the customer lifecycle alongside credit and CRM. The mandate is evolution: build on the strong Luxe foundation, bring disciplined economics as the input, and elevate the experience to a standard worthy of the Bloomingdale's customer. What You'll Own Program Strategy & Roadmap
- Own the Loyallist program end-to-end - the strategy, the multi-year evolution roadmap, and the case for investment behind it.
- Set the annual and seasonal benefit calendar, ensuring Loyallist moments are differentiated, brand-worthy, and commercially effective.
- Define the program's role as a growth and retention engine, with clear targets for enrollment, penetration, retention, and member spend.
- Own tier structure, earn-and-burn mechanics, and the benefit architecture across tiers - designing for both customer value and program economics.
- Evolve the top-tier experience in partnership with Client Development, treating the most valuable members as a distinct, high-touch audience.
- Design benefits funded intelligently - balancing margin, vendor co-investment, and credit contribution rather than discount alone.
- Own the strategy to grow enrollment, deepen tier penetration, and increase the share of sales transacting through the program.
- Build the enrollment funnel across store, site, app, and associate-assisted channels - reducing friction and lifting capture at the point of intent.
- Develop tier-migration and reactivation strategies that move customers up the value curve and recover lapsing members.
- Own the financial model of the program - LTV impact, breakage, points liability, and the cost-to-serve of each tier and benefit.
- Build the business case for program investment with the rigor that earns C-suite confidence, modeling the return on tier upgrades, benefit enhancements, and enrollment growth.
- Partner with the measurement function on the segmentation and LTV framework so the program is built around customer lifetime economics, not transaction frequency alone.
- Set requirements for the loyalty technology roadmap with Head of Product & Technology Strategy - the platform capabilities, data integrations, and member-facing experience required to run a modern program.
- Set the requirements that connect loyalty data into CRM, paid media, and clienteling so program membership informs every customer touchpoint.
- Establish the operating standards, reporting, and governance that make the program run reliably season over season.
- Connect the program to the in-store relationship - ensuring loyalty status and member intelligence reach selling associates and client advisors.
- Partner with stores and Client Development to design one connected clienteling and member strategy across human and digital outreach.
- 8+ years in loyalty, CRM, or customer marketing, with direct ownership of a program; premium, luxury, or specialty retail experience is a strong advantage.
- A demonstrated track record growing a tiered loyalty program - enrollment, penetration, retention, and member spend.
- Fluency in customer economics: LTV, tier migration, churn and reactivation, breakage, and points liability.
- Experience owning or closely partnering on a loyalty platform and its roadmap, including the data integrations that make a program intelligent.
- Strong analytical partnership skills - the ability to work with measurement and analytics teams to build, defend, and act on a business case.
- Team leadership and the maturity to operate inside a matrixed enterprise structure, influencing partners you do not control.
- An editorial and brand sensibility appropriate to a discerning, high-value customer - program decisions should feel considered, not transactional.
Vacancy posted a month ago
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