JOB DESCRIPTION: Program Director – Loyalty and Channel

PRIMARY RESPONSIBILITIES

This is a client-facing position that straddles strategy and programmanagement for customer loyalty and channelsolutions. Successful candidates will possessin-depth expertise in the field ofcustomer loyalty and channel. The positionworks with a cross-functional team in the integration of strategy,communications, technology, analytics and rewards to design and execute customerloyalty solutions for Fortune 500 clients. Primary responsibilities include: develop and maintain deep understanding of client’s business and their challenges/opportunities; consult with client and other MotivAction stakeholders on loyalty strategy, best practices, and program design recommendations; be client’s primary contact for day-to-day program execution, ensuring satisfaction with services and results; direct internal MotivAction team members to deliver high-quality loyalty programs profitably.

KEY ACCOUNTABILITIES

  • Serve asclient-dedicated or partially client-dedicatedSubject Matter Expertand project lead forconsumer loyalty and channel marketing programs– both in program design and execution
  • Serve as day-to-day client contact and the client’s internal liaison
  • Project-manage entire solution design process, including strategy, specification of appropriate products and services based on requirements, program measurement recommendations, business case/ROI modeling, pricing, and creation of compelling proposals
  • Direct integrated delivery functions, keeping self and internal team members informed, motivated and accountable so client expectations are met
  • Maintain working knowledge of key client and MotivAction technologies and systems
  • Build rapport and strong relationships with client contacts, becoming an expert on their business
  • Elicit and understand client business requirements and map to core capabilities; identify, define and document areas of customization as required to create on-target solutions within client budgets
  • As assigned, participate in client presentations as SME
  • Travel as required to support in-person sales presentations, business reviews, trade shows or industry conferences (less than 25% travel overall)
  • Leadclient contracting process, including detailed specifications and creation of Statements of Work
  • Schedule, manage and recap meetings internally and with clients

CORPORATE RESPONSIBILITIES

Demonstrated buy-in to MotivAction core values, mission and vision:

Core Values

  • Treat people like guests
  • Set and deliver to expectations
  • Keep it simple
  • Be respectful
  • Operate ethically
  • Commit to long-term profitability

Mission

To achieve results through people

Vision

To be driven by knowledge, creativity and passion as we deliver exceptional results for our Clients

QUALIFICATIONS, SKILLS, EXPERIENCE

  • Four-year degree from accredited institution
  • Six-plus years in loyalty with demonstrated experience and success
  • Demonstrated success handling large/complex client programs, mastery of Account Management fundamentals and strategic client communication
  • Expert knowledge of points-based loyalty and incentive solutions
  • Ability to elicit client business requirements using interviews, document analysis or other techniques
  • Ability to work effectively within a matrixed organization
  • Strong business acumen, desire to win, and sense of urgency
  • Ability to engage in multiple projects simultaneously
  • Understanding of industry pricing models and profitability objectives
  • Strong creative and technical writing skills
  • Experience supporting design and delivery of integrated, multi-channel communication campaigns
  • Experience and comfort level presenting to Director-level and higher clients and prospects
  • Strong written and verbalcommunications skills and ability to interact well with non-technical and technical people
  • Familiarity with basic accounting/math principles
  • Microsoft Suite proficiency

HOW THIS POSITION IS MEASURED

  • Individual performance to job description
  • Client feedback
  • Leadership abilities and qualities
  • Fiscal responsibility to company and projects
  • Service Excellence/internal customers
  • Goal attainment as set forward by manager

REPORTS TO: VP, Marketing & Client Strategy

Updated by: __Judith L. Reiner_- Manager, HR_____Date:__11/1/2017____