At Torrid we're committed to cultivating a welcoming, inclusive and diverse culture driven by a focus on open dialogue, empowerment, recruiting, training, development and retention. We believe inclusion of diverse backgrounds and perspectives is fundamental to our success.
This role is 100% remote.
You will be responsible for the execution and evolution of a rewards program with over 3 million active members, as well as related programs like the Torrid Credit Card and Torrid Cash. Working with the Senior Director of Customer Advocacy & Insights, the Manager will help shape the roadmap of customer loyalty & retention at Torrid, helping the company evolve into a best-in-class loyalty player.
What You’ll Do:
- Daily oversight of the processes involved in running the loyalty/PLCC programs, introducing new features and special promotions, and measuring the performance of new initiatives within the rewards space.
- Manage all aspects of customer loyalty and PLCC programs, including loyalty-based promotions, activations and special events, and escalated customer issues.
- Actively listens to customer issues to address questions and concerns regarding the loyalty program. Develop and implement strategies to improve the loyalty/PLCC customer experience.
- Plan and execute a robust testing agenda / loyalty roadmap, introducing new features and strategies to react to key strategic opportunities.
- Own the measurement and evaluation of program metrics and KPIs, report insights and opportunities out to larger network of business partners.
- Work alongside product managers to define and enhance the digital loyalty experience and related omnichannel touchpoints.
- Collaborate with creative and external partners to hone the look & feel of program assets and develop a unique brand voice that carries through all loyalty communications.
- Work with technical teams (internal and external) to bring new features to market, troubleshoot issues, and automate key processes.
- Partner with stores, customer service, social, and other teams to define key talking points and strategic customer-facing priorities regarding loyalty.
What You’ll Need:
- Retail industry with omni-channel marketing experience is highly preferred.
- 4+ years of direct experience with retail loyalty programs
- 4+ years of direct experience with private label credit programs 2+ years of experience with data analytics.
What You'll Get:
- A culture where people are accepted and encouraged to be who they are
- Competitive compensation, 401k with company matching contribution, plus potential to earn company performance-based bonuses.
- Comprehensive wellness package including, medical, dental, vision, and Flexible Spending Account
- Generous 50% employee discount and access to employee-only sales.
- Support the causes you’re passionate about. We pay you up to 32 hours annually for volunteering your time in the community.
- Tuition reimbursement program
- Employee Assistance Program (EAP) - Aimed at helping employees address a variety of personal and family issues including legal financial consultations, mental health services and more.
- Discounts entertainment tickets and more.
- Work and learn alongside industry-leading executives while making huge strides in impacting the lives of women.
- You’ll be challenged and grow. Opportunity for upward mobility is available at all levels of the organization.
Salary range $101,429 - $123,865 We are a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status. If you are unable or limited in your ability to use or access www.torridcareers.com you can request reasonable accommodations by sending an email to accommodations@torrid.com. Only messages left for this purpose will be returned. Our company participates in E-Verify. If the links below do not work, please copy and paste the following URLs in a new browser window:
E-Verify Poster: https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf
Eligibility to Work Poster (English): https://www.e-verify.gov/sites/default/files/IER_RightToWorkPoster.pdf
Eligibility to Work Poster (Spanish): https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPosterES.pdf
California Privacy Rights Act (CPRA): https://careers.jobvite.com/torrid/2023-CPRA-Applicant-Notice.pdf
EEO Poster: https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf
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