Manager, Digital Loyalty

About the Role

Key Responsibilities

• Design, implement, and manage digital loyalty programs and initiatives to increase fan engagement, retention, and lifetime value.
• Develop and execute omni-channel loyalty strategies across web, mobile app, email, SMS, and in-venue experiences.
• Analyze fan data and behavior to identify opportunities for program enhancements and personalized experiences.
• Collaborate with cross-functional teams (Analytics, Marketing, Digital, Sales, Communications) to align loyalty initiatives with broader organizational goals.
• Monitor industry trends and competitor programs to ensure the Cavaliers' loyalty offerings remain innovative and competitive.
• Oversee the rewards calendar, fulfillment process, and overall fan experience.
• Plan and execute targeted loyalty campaigns, promotions, and rewards to drive participation and engagement.
• Oversee the creation and delivery of loyalty-related communications, including email, push notifications, and in-app messaging.
• Utilize CRM and marketing automation tools (e.g., Salesforce Marketing Cloud) to segment audiences and automate personalized journeys.
• Track, analyze, and report on key performance indicators (KPIs) for loyalty programs, providing actionable insights and recommendations for continuous improvement.
• Serve as the primary point of contact for loyalty program members, addressing inquiries and resolving issues to ensure a positive experience.
• Gather and act on member feedback to enhance program features, rewards, and communications.
• Coordinate with creative and design teams to ensure all loyalty assets are on-brand and engaging.
• Work closely with internal stakeholders and external partners to maximize the impact of loyalty initiatives.
• Provide guidance and support to junior team members or coordinators as needed.
• Present program results and insights to leadership and key stakeholders.

Requirements

• Bachelor's degree in marketing, business, communications, or a related field.
• 3-5 years of experience in digital loyalty, digital experience, CRM, or customer engagement roles.
• Flexibility to work evenings, weekends, and game nights as required.
• Demonstrated success in managing digital loyalty or rewards programs, preferably in sports, entertainment, or consumer brands.
• Strong understanding of loyalty program mechanics, customer segmentation, and data-driven marketing.
• Experience with CRM and marketing automation platforms (e.g., Salesforce Marketing Cloud, Microsoft Dynamics, or similar).
• Excellent project management skills with the ability to manage multiple campaigns and deadlines.
• Analytical mindset with proficiency in interpreting data and generating actionable insights.
• Strong written and verbal communication skills.
• Highly organized, proactive, and collaborative team player.

Nice to Have

• Experience in sports, entertainment, or consumer brands managing digital loyalty or rewards programs.
• Knowledge of industry trends and competitor loyalty programs.

Qualifications

• Bachelor's degree in marketing, business, communications, or a related field.