Manager, Customer Loyalty Category: Sales Position Type: Regular Full-Time External ID: 15700 Location: Los Angeles, CA, United States Date Posted: Jan 16, 2025 Hiring Range: 136,100.00 to 149,900.00 USD Annually Share: share to e-mail Tweet share to twitter Share on Facebook share to facebook Share on LinkedIn share to linkedin Apply Now **Overview** **THE ROLE:** The Manager of Customer Loyalty will lead efforts to design, implement, and enhance the company's customer loyalty program to drive customer engagement, retention, and lifetime value. This role will be responsible for developing a deep understanding of our customers, identifying trends, and crafting strategies to cultivate long-term relationships and brand loyalty. This role is responsible for developing and managing customer retention and loyalty strategies to enhance the overall customer experience. The successful candidate will lead efforts to design and bring to life the Herbalife loyalty program, manage the ongoing execution of the program, analyze customer behavior, and collaborate with cross-functional teams to foster deep customer relationships. The ideal candidate is data-driven, creative, and has a passion for delivering exceptional customer experiences. **HOW YOU WOULD CONTRIBUTE:** • Loyalty Program Development: Create and manage the Herbalife customer loyalty program, ensuring alignment with overall business objectives. Design incentives, rewards, and engagement strategies to increase customer retention and lifetime value. o Define key performance indicators (KPIs) to track program success and continuously improve customer retention. o Develop and manage a roadmap for the loyalty program, ensuring alignment with broader business objectives. • Customer Segmentation: Analyze customer data to identify trends and create targeted strategies for various customer segments, improving personalized interactions and retention efforts. o Develop strategies to increase customer engagement, including promotions, special events, and rewards. • Customer Experience Optimization: Collaborate with customer service, marketing, product, and operations teams to optimize customer touchpoints and ensure a seamless, positive experience across all channels. • Data-Driven Insights: Monitor and analyze key metrics related to customer retention, loyalty program performance, and customer satisfaction. Use insights to make informed decisions and adjust strategies accordingly. o Provide insights and recommendations based on data analysis to optimize customer touchpoints and the loyalty program. o Monitor program metrics and report on the effectiveness of loyalty strategies. • Communication & Engagement: Develop and execute communication strategies that keep customers engaged with the brand, including email marketing, in-app messaging, and social media interactions. • Partnerships & Promotions: Work with external partners to enhance loyalty programs through strategic promotions, partnerships, and exclusive offers that benefit customers. • Budget Management: Oversee the loyalty program budget, ensuring efficient allocation of resources to meet objectives and deliver maximum ROI. • Corporate & Regional Partnership: Partner with the Digital Office and Regional Customer Success leads, fostering a culture of collaboration, innovation, and customer-centric thinking. • Innovation and Continuous Improvement: Stay updated on industry trends, competitor activities, and customer expectations to keep the loyalty program competitive and relevant. o Proactively identify new opportunities to add value to the program, leveraging customer feedback and market insights. o Conduct regular program evaluations to ensure that the loyalty program is both effective and cost-efficient. **WHAT’S SPECIAL ABOUT THE TEAM:** The Customer Success team is at the forefront of developing and executing the Company’s long-term vision to win at Customer. Strong partnership between the Corporate and Regional Customer Success teams allows us to design and implement comprehensive customer success strategies that enhance customer satisfaction and loyalty. Herbalife is committed to creating exceptional customer experiences. As the Manager of Customer Loyalty, you will have the unique opportunity to shape how we support our Distributors by engaging with our customers to build a lasting, loyal customer base. If you are passionate about customer experience and ready to make an impact, we’d love to hear from you! **SUPERVISORY RESPONSIBILITIES:** • None currently (potential for future responsibilities as program is built out) **Qualifications** **SKILLS AND BACKGROUND REQUIRED TO BE SUCCESSFUL:** • 5+ years of experience in customer loyalty, retention, or customer experience management, with a proven track record of designing, implementing, and executing successful programs. • Experience in developing / launching a Customer Loyalty program from the ground up. • Strong analytical skills with the ability to interpret complex data and derive actionable insights, particularly as it relates to measuring the impact of a Customer Loyalty program • Data-driven decision-making mindset with a passion for problem-solving, particularly in the context of Customer Loyalty • Excellent communication skills, both written and verbal, with the ability to influence and inspire cross-functional teams. • Experience with customer relationship management (CRM) systems and loyalty management platforms. • Creative problem-solver with a customer-first mindset and an eye for innovation. • Strong presentation and negotiation skills. • Ability to understand cross-functional dependencies and prioritize workload for large-scale initiatives to deliver effective and timely implementations. • Ability to work across a variety of functions, cultures, locations, and time zones. Preferred Skills • Experience in e-commerce, retail, or consumer-facing industries. • Experience working in a direct selling or multi-level marketing company and an understanding of their independent distributor compensation programs • Knowledge of current customer loyalty trends and best practices. • Familiarity with customer journey mapping and customer experience design. Education • Bachelor’s degree in Marketing, Business Administration, or a related field (Master’s degree is a plus). \#LI-GB1 At Herbalife, we value doing what’s right. We are proud to be an equal opportunity employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected characteristic. We value diversity, strive for inclusivity, and believe the differences among our teammates is a key contributor to Herbalife’s ongoing success. Herbalife offers a variety of benefits to eligible employees in the U.S. (limited to the 50 States and the District of Columbia), which includes Group Health Programs, other Voluntary Benefit Programs, and Paid Time Off. Group Health Programs include Medical, Dental, Vision, Health Savings Account (HSA), Flexible Spending Accounts (FSA), Basic Life/AD&D; Short-Term and Long-Term Disability and an Employee Assistance Program (EAP). Other Voluntary Benefit Programs include a 401(k) plan, Wellness Incentive Program, Employee Stock Purchase Plan (ESPP), Supplemental Life/Critical Illness/Hospitalization/Accident Insurance, and Pet Insurance. Paid time off includes Company-observed U.S. Holidays, Floating Holidays, Vacation, Sick Time, a Volunteer Program, Paid Maternity and Paternity Leave, Bereavement Leave, Personal Leave and time off for voting. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email your request to talentacquisition@herbalife.com . Share: share to e-mail Tweet share to twitter Share on Facebook share to facebook Share on LinkedIn share to linkedin