Job Purpose:
The Loyalty Acquisition and Retention Manager develop and executes strategies to acquire new accounts and retain existing ones, driving long-term loyalty and revenue growth. Identifying potential LFO merchants to serve existing and new accounts. LFO merchants acquisition to be in conformity with geo-expansion plans and business needs. Managing technical delivery timelines of locked accounts with relevant stakeholders.
Job Description:
- Strategic Account Acquisition: Design and execute advanced strategies for the acquisition of large-scale, high-value accounts, targeting Fortune 500 companies, multinational corporations, or other industry leaders.
- Relationship Development: Build and nurture long-term, consultative relationships with C-suite executives, senior decision-makers, and strategic stakeholders, ensuring a deep understanding of their business objectives and aligning our offerings with their key initiatives.
- Complex Sales Leadership: Lead complex sales processes from initiation to close, involving cross-functional collaboration and a sophisticated understanding of client needs. Directly manage high-stakes negotiations, overcoming obstacles and ensuring mutually beneficial commercial agreements.
- Thought Leadership & Industry Influence: Represent the company as an industry thought leader in high-level meetings, conferences, and executive roundtables. Position the company as a trusted advisor to prospective clients and key industry players.
- Market & Competitive Intelligence: Continuously analyze market trends, emerging opportunities, and competitor activity to identify areas for strategic expansion. Leverage insights to refine acquisition strategies and differentiate the company's offerings.
- Cross-Functional Collaboration: Work closely with internal teams, including marketing, product, and customer success, to align acquisition efforts with broader organizational goals. Guide the creation of tailored solutions and value propositions for potential clients.
- High-Performance Leadership: Provide mentorship and leadership to junior business development professionals, sharing best practices, and guiding them through complex acquisition processes. Ensure the team meets or exceeds sales targets through effective coaching and strategic guidance.
- Client Integration: Oversee the smooth transition of new accounts to the customer success team, ensuring exceptional onboarding and alignment with client expectations for sustained, long-term relationships.
- Partnerships and Collaborations: Identify and pursue partnerships and collaborations to drive acquisition and retention, such as co-branded loyalty programs.
- Budget Management: Manage budgets for acquisition and retention initiatives, ensuring effective ROI and alignment with business objectives.
- Performance Metrics: Establish and track key performance metrics to measure the success of acquisition and retention initiatives.
- Team leadership & development:
a. Team Leadership: Lead and inspire a high-performing team, providing clear direction, setting expectations, and creating an environment of accountability and trust.
b. Talent Development: Identify individual team members strengths and areas for growth. Provide ongoing coaching, training, and mentorship to foster skill development and career progression.
c. Performance Management: Conduct regular one-on-one meetings with team members to review performance, provide constructive feedback, and ensure alignment with both individual and team goals. Address any performance gaps and implement action plans for improvement.
d. Succession Planning: Identify potential leaders within the team and ensure a pipeline of talent ready to step into key roles as the organization evolves.
- Decision-Making & Problem-Solving
a. Decision-Making: Make informed, timely decisions in the best interest of the team and organization. Involve team members in decision-making when appropriate, promoting ownership and empowerment.
b. Problem-Solving: Take the lead in identifying, analyzing, and solving complex problems within the team, ensuring solutions are sustainable and aligned with long-term goals.
c. Risk Management: Identify potential risks to the team's success (e.g., resource constraints, market shifts) and implement proactive strategies to mitigate these risks.
- Building a clear strategy for the loyalty acquisition on annual basis
- Developing account acquisition roadmap of activities for the loyalty, across all channels, and designing relevant products and offerings to support achieving company's targets
- Managing loyalty geographical expansion in conformity with the GTM roadmap and business need.
- Creating a diverse merchants network within major industries through onboarding various merchants to serve loyalty accounts.
- Ensure competitive pricing structure across existing and new accounts.
- Set specific, measurable, achievable, relevant, and time-bound goals for accounts acquisition, as well as, maintaining relations with key accounts.
- Setting clear vendor KPIs for the merchants network, taking into consideration industry differences, deliverables and requirements.
- Perform ongoing account analysis in terms of acquisitions/revenues per account to maximize revenue and identify the pockets of improvement.
- Make amendments as needed. The CRM Analyst should be willing/capable to make amendments to their annual and quarter plans if needed to match market dynamicity.
Qualifications:
- Experience: 5+ years of experience in loyalty operations, customer service, or a related field, with 2+ years of leadership experience.
- Bachelor's Degree: Typically required in a field such as business, operations management, or a related field.
- Leadership Skills: Proven leadership skills, with experience managing high-performing teams.
- Analytical Skills: Strong analytical skills, with ability to analyze complex data sets and provide insights.
- Communication Skills: Excellent communication and interpersonal skills, with ability to communicate complex information to various stakeholders.
