The Manager, Loyalty Operations oversees the day-to-day operations of Amtrak's loyalty and rewards programs. Their primary goal is to ensure that the program runs smoothly, is effectively executed, and drives customer engagement and lifetime value. This role involves collaborating with cross-functional teams, analyzing data, optimizing program performance, and ensuring customer satisfaction.
This role requires a combination of strategic thinking, operational expertise, and customer-centric focus to drive loyalty initiatives that foster business growth. This includes managing loyalty technologies, streamlining processes, and analyzing loyalty performance to drive conversions and enhance customer experience.
This position reports to Director, Loyalty Strategy and Operations.
ESSENTIAL FUNCTIONS:
Loyalty Program Operations:
Oversee the execution and delivery of Amtrak Guest Rewards loyalty program experience, ensuring alignment with company goals and customer expectations.
Ensure efficient and effective communication of loyalty related information to all levels of the organization and external partners
Continuously review and cascade fully integrated loyalty roadmap to include upcoming offers, program enhancements, and partnerships
Strengthen operational engagement by communicating loyalty value proposition and integration across the organization with strong digital technology partnership
Manage and improve program processes to ensure efficiency and accuracy in member enrollment, point accrual, redemption, and overall program functionality throughout customers lifecycle.
Enable learning agenda and testing culture for loyalty offers, seeking to understand performance nuances
Manage program Terms and Conditions and Frequently Asked Questions
Manage relationships with third-party vendors, partners, and service providers involved in the loyalty program.
Oversee the budget for the loyalty program, ensuring cost-effective solutions while maximizing program value. Includes monthly forecast submissions and invoice reconciliation.
Customer Experience:
Ensure a high level of customer satisfaction by troubleshooting issues, addressing concerns, and enhancing the overall customer journey within the loyalty program.
Work across the loyalty and customer engagement team to develop and implement new loyalty initiatives, promotions, or incentives to drive customer engagement.
Ensure the loyalty program adheres to all legal, regulatory, and internal company policies.
Cross-Functional Collaboration:
Support the entire loyalty portfolio and teams from strategic development through execution
Work with brand marketing, customer service, digital technology, and other teams to ensure the loyalty program is integrated seamlessly across all channels and platforms.
MINIMUM QUALIFICATIONS: • Bachelor's degree in Marketing, Business Administration, or a related field (advanced degree a plus). • 7 years of relevant experience required • Experience in travel, hospitality, transportation, loyalty program or CRM
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
Strong experience in loyalty program management or related fields (e.g., marketing, customer retention).
Knowledge of CRM and loyalty platforms
Experience with customer segmentation, personalization, and targeted marketing initiatives.
Ability to inspire and motivate team members, recognizing their contributions and empowering them to take ownership of their work.
Define and execute a comprehensive, long-term loyalty strategy to strengthen customer experience across the entire journey from acquisition to onboarding to engagement, and retention.
Deep experience with loyalty metrics; capable of driving strategic initiatives and managing change
Able to translate and communicate technical details clearly to business stakeholders.
Self-starter who initiates actions and follows up to get results.
Ability to analyze customer data and market trends to identify opportunities for loyalty program improvements and new initiatives.
Experience in developing and implementing strategic marketing plans that align with business goals and enhance customer loyalty.
Excellent verbal and written communication skills to effectively collaborate with internal teams and communicate with customers.
Strong project management skills to oversee the implementation of loyalty programs and ensure they are executed on time and within budget.
A customer-centric approach with a focus on delivering exceptional service and building long-term customer relationships.
Experience in leading and motivating cross-functional teams to achieve marketing objectives and drive customer engagement.
PREFERRED QUALIFICATIONS:
Experience with loyalty programs or customer relationship management (CRM).
Strong familiarity with enterprise technology concepts and practices.
Track record of success in developing successful data-driven marketing operations strategy.
Travel, Hospitality, or Loyalty marketing experience
WORK ENVIRONMENT:
Frequently works in a dynamic, fast-paced environment that requires the individual to simultaneously manage several tasks, while paying attention to detail.
This is a typical office environment position
Ability to travel for business up to 10%
COMMUNICATIONS AND INTERPERSONAL SKILLS:
Must have excellent oral and written communication skills.
PAY TRANSPARENCY:
The salary/hourly range is $113,200-$146,664. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc. Depending on an employee's assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee's base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes health, dental, and vision plans; health savings accounts; wellness programs; flexible spending accounts; 401K retirement plan with employer match; life insurance; short and long term disability insurance; paid time off; back-up care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learn more about our benefits offerings here.