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We are seeking a strategic, high-impact leader who brings deep experience in loyalty dynamics, CRM and marketing to inform and drive a new loyalty effort. The Director of Loyalty and CRM will lead our efforts to make quality connections with our shoppers and tenants through all our digital channels. You will be responsible for defining and executing our new loyalty program and shaping the consumer communications strategy for all our premium properties across the US. A critical element of this role is working the WS Development executive team to integrate loyalty and CRM into our overall business strategy as we invest in technology, people and processes that will ensure excellence in these disciplines. Our shoppers love to spend time in the places weve built for them, and you will have the opportunity to delight them with all our digital touchpoints as well.

Key Position Attributes:

• Lead our team in defining, developing, and deploying the initial launch of the loyalty program, including identifying product requirements, key customer segments, setting program goals and objectives, and defining program benefits and rewards.
• Define and execute the long-term product roadmap for the loyalty program, aligning with business goals and customer needs.
• Lead the education and investment process with the WS Development executive team as we grow our loyalty and CRM programs.
• Define the customer relationship management (CRM) strategy for our shoppers and our loyalty program, including segmentation, targeting, and personalization efforts.
• Work with our leasing team to ensure our loyalty and CRM efforts are seen as an advantage in choosing WS Development.
• Collaborate with the marketing team to develop a suite of communication tools, including paid media, on site signage, targeted email and other communications to promote the loyalty program and drive engagement alongside other customer-facing initiatives
• Create and execute growth marketing campaigns to drive loyalty program enrollment and engagement.
• Analyze customer data and feedback to continuously improve the loyalty program and drive customer retention and loyalty.
• Identify and evaluate new opportunities for the loyalty program, including partnerships and collaborations.

Requirements

• 8-10 years of experience in loyalty program management, preferably in the retail or e-commerce industry.
• Experience with growth marketing tactics and strategies, including creating and optimizing growth loops
• Experience analyzing data from various sources (e.g. Google Analytics, marketing automation platforms) to understand the performance of marketing campaigns and identify opportunities for improvement.
• Experience using marketing automation tools such as Salesforce Marketing Cloud to execute and track marketing campaigns.
• Experience with A/B testing, including rapid experimentation to optimize marketing campaigns.
• Experience managing budgets and ability to analyze the return on investment of marketing campaigns. You should be able to create and manage budgets effectively, and be able to optimize campaigns to maximize ROI. This may include tracking KPIs such as cost per acquisition and lifetime value to understand the effectiveness of marketing efforts.
• Familiarity with mobile app development and product management is a plus.

About WS Development

Massachusetts-based WS Development is a mixed-use developer with a singular mission: creating places people want to be. With an approach that values art, science, innovation and, above all else, people, WS strives to engage each community it serves with best-in-class installations and activations. Established in 1990, WS is a vertically-integrated company that conceptualizes, owns, operates and leases more than 100 properties that range from cutting-edge urban spaces to lifestyle and community centers. With over 22 million square feet of existing space and an additional nine million square feet under development, it is one of the largest privately-owned development firms in the country.

WS is where great ideas and great people come together to design, build, and operate some of the best loved real estate projects in the country. We live at the intersection of entrepreneurship and establishment. We have the infrastructure of decades supporting a culture of free-thinking excellence.

We expect every WS employee to feel welcomed and valued irrespective of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, marital status, parental status, cultural background and life experiences. Or for any other reason.