Director of Loyalty

Job Type

Full-time

Description

The IRONMAN Group operates a global portfolio of events that includes the IRONMAN?Triathlon Series, the IRONMAN 70.3 Triathlon Series, 5150 Triathlon Series, the Rock 'n' Roll?Running Series, IRONKIDS, World Triathlon Championship Series, premier running events including the Standard Chartered Singapore Marathon and City2Surf, UTMB World Series trail-running events including the Canyons Endurance Runs by UTMB, Tarawera Ultra by UTMB and Ultra-Trail Australia by UTMB, Epic Series mountain bike races including the Absa Cape Epic, road cycling events, and other multisport races.

The IRONMAN Group is the largest operator of mass participation sports in the world and provides more than a million participants annually the benefits of endurance sports through the company's vast offerings. Since the inception of the iconic IRONMAN?brand and its first event in 1978, athletes have proven that ANYTHING IS POSSIBLE by crossing finish lines around the world. Beginning as a single race, The IRONMAN Group has grown to become a global sensation with hundreds of events across 55+ countries. The IRONMAN Group is owned by Advance, a private, family-owned business, and Orkila Capital, a growth equity firm focused on building great brands. For more information, visit www.ironman.com/about-ironman-group .

Position Summary

This position can be based in any of our offices globally and is not limited to the U.S..

Positioned within the Global Marketing Team, the Director of Loyalty will oversee The IRONMAN Group's retention strategies and loyalty propositions with two primary objectives:

They will devise, maintain and grow loyalty programs within the portfolio of brands with a view to attract, retain and reward athletes, creating meaningful connections and long-term relationships, increasing overall lifetime value.

They will drive marketing and awareness of the loyalty propositions by building dynamic, creative and integrated promotional campaigns that build awareness and adoption.

To be successful, this position must have a strong attention to detail, be organized, analytical, and have a flair for customer relationship building and advocacy.

Key Responsibilities

• Increase lifetime value of athletes through establishing loyalty programs for The IRONMAN Group's brands and recruiting / motivating athletes into these programs.
• Lead the research and development of new holistic loyalty programs for identified brands, including digital platform identification and benefit structure and tiers.
• Use data to strategize and provide guidance for program structures and enhancements.
• Work with data specialists to provide reports and analysis on each program's progression and effectiveness.
• Work alongside web and IT team for product development.
• Lead a team to execute on all aspects of customer retention and retention marketing:
• Develop KPI reports and circulate along with recommendations: and adjust programs based on metrics, insights and trends.
• Ensure end to end execution (both customer facing and back-end) of existing loyalty programs within The IRONMAN Group's properties including Rock 'n' Roll Running Series' Heavy Medals program and IRONMAN's All World Athlete program. This includes maintaining enrollment and execution of membership benefits.
• Manage communications of programs to grow membership and explain benefits.
• Complete marketing communications and growth ownership of season's pass programs.
• Manage reward inventory including budget, ordering, mailing, related costs and invoices.
• Working with a CMS, oversee inbound customer service for loyalty programs.
• Collaborate with Customer Services team to efficiently manage customer issues.
• Work with regional marketing teams to execute loyalty programs at region and event level.
• Develop multi-touchpoint marketing campaigns that execute on a global marketing calendar of promotional and engagement activities.
• In collaboration with the Senior Manager, contribute towards the creation of long-standing marketing programs that deliver lasting effect and benefit to athletes
• Brief graphic design department to develop, new rewards and related marketing collateral
• Develop strong relationships with internal stakeholders including Marketing, Operations, Global Partnerships, Merchandise and Licensing departments.
• Support Global Marketing team on wider Campaign, Programs, Brands and Licensee as fit

Requirements

Skills and competencies

• Bachelor's Degree
• 10+ years experience in Marketing and Loyalty industries
• Proven track record with loyalty programs, for example retail or airlines
• Project leadership
• Ability to lead a team towards collective goals, using influence, motivation, business tools and analytics to stay on course, or pivot as necessary?
• Exceptional attention to detail and strong project leadership and organisation skills?
• Ability to clearly articulate ideas and briefs?
• Data-insight driven?
• Excellent influencing and negotiation skills, with the ability to advocate for change in any environment among peers, managers, executives, and outside partners?
• A customer-centric mindset is essential, a passion for an active lifestyle is a plus?
• Ability to work some weekends and non-traditional hours, with travel up to 15%?

What we offer

• Be part of a market-leading and globally growing endurance sports company.
• Flexible working hours and home office options for a better work-life balance.
• An open, modern, and friendly work environment with a strong, cross-regional culture
• Casual dress code for a relaxed work atmosphere.
• Active involvement in international events and exciting projects.
• Free race entries for endurance events organized by The IRONMAN Group.
• Business and event travel opportunities
• Access to the online learning platform Percipio for continuous learning and development.
• Employee Assistance Program for support with professional and personal matters.
• Employee discounts at partner companies of The IRONMAN Group.
• Attractive parental leave policy on top of the statutory regulations.

The above declarations are not intended to be an "all inclusive" list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job and are a reasonable representation of its activities.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.