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Director, Loyalty Member Experience

Company: Circle K
Location: Huntersville
Posted on: November 12, 2021

Job Description:

We’re looking for a talented Director, Loyalty Member Experience to join our team in Charlotte, NC.  As we continue to grow our business, we are looking to dramatically expand our team and loyalty capabilities across North America.  You’ll be at the center of this transformation, working together with our team to help create and improve the loyalty experience for our consumers and drive growth across the business.

While it helps if you know our business, what we really care about is that you have an innate desire to understand consumer behavior that results in loyal customers, a passion for creating engaging user experiences and a skill at working across the organization to make things happen.  We want to talk to you if:

You are motivated by the end state; the opportunity to not only create but, more importantly, deliver compelling and innovative loyalty programs and experiences.

You have an unrelenting focus on the user experience and are a self-proclaimed “data-loving technology junkie” that understands the capabilities required to deliver simple, intuitive and delightful experiences for consumers.

Our ideal candidate would be:

Loyalty product management – demonstrated capability in supporting strategic program design and experience in translating the program design into business requirements; working closely with digital and technology teams to deliver the desired user experience.

Loyalty CRM guru – you know how to mine through data with analytics teams to define priority customers and behaviors that are valuable to our business, and have experience building the teams, capabilities and tools required to deliver best-in-class CRM programs.

Proven collaborator– able to get things done without formal authority or reporting relationships, working across functions, geographies and levels to make things happen

The role requires a high level of leadership, operational, and analytical skill as well as a talent for working in a close-knit environment.  You’ll need to be able to work across a decentralized structure to implement and execute the loyalty program ensuring a seamless experience for both our customers and associates.  This role will require interfacing and working with every BU and function across North America, making this position a great opportunity to learn many aspects of the business while putting your skills to work.

The position will be located in Charlotte, NC reporting to our Global Head of Loyalty.

Essential Functions:

Support the strategic design of the program and own the product roadmap for loyalty across North America

Translate the desired customer experience for the program into business requirements and partner with digital, technology, and analytics teams to implement

Implement a new CRM strategy for loyalty members; including the resources and capabilities required to deliver on the vision and strategy

Develop new capabilities, which may include implementing a personalization platform to enable better identity management, segmentation, measurement and consistent cross-channel communication

Leverage data and analytics to drive business insights across program innovation, user experience, campaigns and operational effectiveness; implementing a continuous test and learn approach

Operating cross-functionally with internal partners in technology, data and analytics, fuel, finance; in addition to the operational business units and global marketing teams

Key requirements:

Proven track record in developing and implementing loyalty programs across large-scale enterprises that drive strong financial results (Retail/QSR/Hospitality/CPG)

Experience in building new Loyalty/CRM/Personalization platforms and capabilities

Experience leading cross-functional teams, both directly and indirectly, to flawlessly execute loyalty strategies and experiences

Ability to create and clearly communicate in detail the processes, resources and capabilities required for success to stakeholders across the organization

Strong data and analytical skills

Experience in managing multiple loyalty vendors and external partners

Ability to execute in the short term while simultaneously developing a long-term approach


Highly collaborative and results-driven

Customer experience focus and data-driven mindset

Aptitude for strategic thinking in a dynamic environment

Executive presence and mindset, with the ability to roll up sleeves and get things done

Problem-solver with excellent written and verbal communication skills and attention to detail

Time-management skills with the ability to thrive in a fast-paced environment and to manage multiple, competing priorities.


Bachelor’s degree preferred Master degree is a plus, combinations of job related experience and education that meet the minimum requirement may be substituted.

Loyalty program management and/or product management skills.

Program Management competencies

Proficient with MS Outlook, Excel, Powerpoint, and Word.

Strong communication skills in English, both verbally and written

A minimum of 8 years or more experience working in Loyalty including minimum of three years of management responsibilities.

20-30% Travel is required

Circle K is an Equal Opportunity Employer.
The Company complies with the Americans with Disabilities Act (the ADA) and all state and local disability laws.  Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the ADA and certain state or local laws as long as it does not impose an undue hardship on the Company. Please inform the Company’s Human Resources Representative if you need assistance completing any forms or to otherwise participate in the application process.

Click below to review information about our company's use of the federal E-Verify program to check work eligibility:

In English

In Spanish

Keywords: Circle K, Huntersville , Director, Loyalty Member Experience, Other , Huntersville, North Carolina

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