Director, Customer Loyalty
Salary undisclosed
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Description
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.
As the Director of Customer Loyalty you will oversee all loyalty functions at Torrid, driving strategy, performance, and optimization. They must have strong business acumen, handle complex data-driven projects, and communicate effectively with executives, peers, and vendors. Leading a team, they’ll enhance customer engagement programs, delegate efficiently, and leverage loyalty tools to maximize customer value and business impact.
What You’ll Do:
Fully accountable for driving all aspects of Torrid’s customer loyalty and PLCC programs, including program benefits, communication strategies and elevated customer experiences
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
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.
As the Director of Customer Loyalty you will oversee all loyalty functions at Torrid, driving strategy, performance, and optimization. They must have strong business acumen, handle complex data-driven projects, and communicate effectively with executives, peers, and vendors. Leading a team, they’ll enhance customer engagement programs, delegate efficiently, and leverage loyalty tools to maximize customer value and business impact.
What You’ll Do:
Fully accountable for driving all aspects of Torrid’s customer loyalty and PLCC programs, including program benefits, communication strategies and elevated customer experiences
- Own the assessment, prioritization and measurement of business opportunities through the strategic use of data and customer insights, building business cases from the ground up via a resourceful use of large data sets and other inputs
- Define success criteria for program performance; clearly articulate to peers, subordinates, and executive leadership the vision and progress against goals as a part of the larger customer roadmap
- Lead team overseeing execution of strategic initiatives and program operations; mentor, develop, and fully utilize direct reports in service of this goal
- Serve as key leader and thought partner across broader marketing and operations partners to define and enhance the omnichannel loyalty experience via site, stores, app, and marketing channels
- 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
- 8+ years of retail industry experience with omni-channel marketing experience
- 6+ years of direct experience with retail loyalty programs and/or private label credit programs
- 2+ years of experience managing direct reports
- 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 on cell phones, and computer purchases, entertainment tickets and more.
- Pet insurance for your fur babies.
- 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.
- America's Best of the Best (2024) – Newsweek
- America’s Best Employers for Women (2023, 2024) – Forbes
- America’s Greatest Workplaces for Women (2023) – Newsweek
- America’s Best Employers for Diversity (2022, 2023, 2024) – Forbes
- America’s Greatest Workplaces for Diversity (2023) – Newsweek
- America’s Best Employers for New Grads (2022, 2023) – Forbes
- America's Best Midsize Companies (2024) – TIME
- America’s Greatest Workplaces (2023) – Newsweek
- America’s Fastest Growing Online Shops (2022) – Newsweek
- America’s Best Loyalty Programs (2022, 2023, 2024) – Newsweek
- America’s Best Customer Service (2022, 2023, 2024) – Newsweek
- Best Online Shops (2022, 2023, 2024) – Newsweek
- America’s Best Retailers (2022, 2023, 2024) – Newsweek
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
Description
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.
As the Director of Customer Loyalty you will oversee all loyalty functions at Torrid, driving strategy, performance, and optimization. They must have strong business acumen, handle complex data-driven projects, and communicate effectively with executives, peers, and vendors. Leading a team, they’ll enhance customer engagement programs, delegate efficiently, and leverage loyalty tools to maximize customer value and business impact.
What You’ll Do:
Fully accountable for driving all aspects of Torrid’s customer loyalty and PLCC programs, including program benefits, communication strategies and elevated customer experiences
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
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.
As the Director of Customer Loyalty you will oversee all loyalty functions at Torrid, driving strategy, performance, and optimization. They must have strong business acumen, handle complex data-driven projects, and communicate effectively with executives, peers, and vendors. Leading a team, they’ll enhance customer engagement programs, delegate efficiently, and leverage loyalty tools to maximize customer value and business impact.
What You’ll Do:
Fully accountable for driving all aspects of Torrid’s customer loyalty and PLCC programs, including program benefits, communication strategies and elevated customer experiences
- Own the assessment, prioritization and measurement of business opportunities through the strategic use of data and customer insights, building business cases from the ground up via a resourceful use of large data sets and other inputs
- Define success criteria for program performance; clearly articulate to peers, subordinates, and executive leadership the vision and progress against goals as a part of the larger customer roadmap
- Lead team overseeing execution of strategic initiatives and program operations; mentor, develop, and fully utilize direct reports in service of this goal
- Serve as key leader and thought partner across broader marketing and operations partners to define and enhance the omnichannel loyalty experience via site, stores, app, and marketing channels
- 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
- 8+ years of retail industry experience with omni-channel marketing experience
- 6+ years of direct experience with retail loyalty programs and/or private label credit programs
- 2+ years of experience managing direct reports
- 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 on cell phones, and computer purchases, entertainment tickets and more.
- Pet insurance for your fur babies.
- 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.
- America's Best of the Best (2024) – Newsweek
- America’s Best Employers for Women (2023, 2024) – Forbes
- America’s Greatest Workplaces for Women (2023) – Newsweek
- America’s Best Employers for Diversity (2022, 2023, 2024) – Forbes
- America’s Greatest Workplaces for Diversity (2023) – Newsweek
- America’s Best Employers for New Grads (2022, 2023) – Forbes
- America's Best Midsize Companies (2024) – TIME
- America’s Greatest Workplaces (2023) – Newsweek
- America’s Fastest Growing Online Shops (2022) – Newsweek
- America’s Best Loyalty Programs (2022, 2023, 2024) – Newsweek
- America’s Best Customer Service (2022, 2023, 2024) – Newsweek
- Best Online Shops (2022, 2023, 2024) – Newsweek
- America’s Best Retailers (2022, 2023, 2024) – Newsweek
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