Loyalty Manager

We’re looking for a strategic, data-driven, and customer-obsessed Loyalty Program Manager to lead Lenovo’s My Lenovo Rewards program across the U.S. and Canada. In this high-impact role, you’ll own the full program lifecycle—from roadmap development and performance analysis to creative campaign execution and customer experience enhancements. This role sits within the North America eCommerce Programs team and requires a unique blend of strategic thinking, analytical insight, and executional excellence. You’ll collaborate closely with, category management, marketing, site merchandising, finance, analytics, IT, and vendors to elevate the program and drive meaningful business results.

Key Responsibilities:

Program Strategy & Ownership

• Lead the vision, roadmap, and execution plan for My Lenovo Rewards across North America
• Define KPIs and strategies to drive acquisition, engagement, retention, and customer lifetime value
• Manage program financials including forecasting, budgeting, and performance tracking

Data-Driven Optimization

• Analyze member behavior and program performance to inform decisions and identify opportunities
• Develop dashboards and models to track KPIs such as redemption, churn, overspend, and LTV
• Present key insights and recommendations in regular business reviews

Campaign & Offer Development

• Design and launch loyalty campaigns and promotions that excite and engage members
• Partner with category management and marketing teams to deliver integrated, multi-channel experiences
• Test, learn, and optimize for performance and ROI

Cross-Functional Collaboration

• Act as the loyalty subject matter expert and advocate across teams and stakeholders
• Prioritize and partner on technical enhancements and feature launches with product and IT
• Manage vendors to ensure strong execution and alignment with business goals

Customer Experience Innovation

• Continuously evolve the loyalty experience through new features, rewards, and customer journeys
• Stay informed on loyalty trends and competitive landscape to maintain a best-in-class program
• Represent the voice of the customer in program development and decision-making

Key Success Metrics:

• Revenue and margin growth from loyalty members
• Member acquisition, repeat purchase rate, engagement, and churn
• Reward redemption performance (rate, overspend, frequency)
• Program P&L and ROI of loyalty campaigns
• Operational reliability and program scalability

Key Skills & Attributes:

• Strong organizational skills and attention to detail
• High level of business and financial acumen
• Prioritizes effectively and thrives in dynamic, fast-paced environments
• Adaptable, with the ability to manage multiple projects independently
• Clear communicator with strong written, verbal, and presentation skills
• Skilled in cross-functional collaboration and stakeholder alignment
• Creative problem-solver with a bias for action and measurable impact
• Resilient under pressure and calm in ambiguity

Required Skills:

• Bachelor’s degree in Business, Marketing, Analytics, or related field
• 8+ years of experience in loyalty, CRM, eCommerce, or digital program management
• 8+ years of experience leading creative campaigns and A/B testing
• 8+ years of experience in online analytics

Preferred:

• Experience in retail, consumer electronics, or subscription businesses
• Proven success managing and scaling customer-facing programs
• Strong analytical mindset and experience using data to inform strategy
• Demonstrated cross-functional leadership and vendor management
• Familiarity with loyalty platforms, CDPs, campaign automation, or CRM tools
• Budget ownership and P&L exposure

The base salary range budgeted for this position is $100,000- $135,000. Individuals may also be considered for bonuses and/or commissions. Lenovo’s various benefits can be found at www.lenovobenefits.com.