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Director Loyalty Marketing - 90000314 - Washington

Date: May 24, 2019

Location: Washington, DC, US, 20001

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Your success is a train ride away.

Amtrak connects businesses and communities across the country and we move America’s workforce toward the future. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority and the success of our railroad is the result of our employees.

Are you ready to join our team?

SUMMARY OF DUTIES:
This position will lead the Amtrak Guest Rewards (AGR) member engagement strategy and is responsible for the direction and execution of the marketing calendar for the program. This role will define customer lifecycle efforts including acquisition, onboarding, promotion design, retention, and win back where appropriate.  The incumbent must develop, implement, track, and measure programs targeted at all significant member segments including our elite tiers, and cobrand card holders; define and direct the loyalty program strategy and tactics employed to drive member engagement and new member acquisition to meet established goals; develop promotion and lifecycle campaign strategies that change member behavior; manage elite tier strategy and defined benefits.  The director is responsible for meeting member ticket revenue and ridership goals as well as increasing annual revenue attributable to email and digital campaigns. The director also contributes to the achievement of co-brand card and partner revenue goals.  

 

The Director will also lead the organization’s marketing efforts in our email channel by providing vision, leadership and direction and ensuring that email initiatives are aligned with organizational objectives. 

 

The Director will play a vital role in ensuring AGR positioning is complementary to the Amtrak brand positioning in all program touch-points and communications.


ESSENTIAL FUNCTIONS:

  • Manage communication personalization to ensure the right message, at the right time, to the right customers.
  • Provide direction and leadership to agency partners. 
  • Define promotional strategy that will drive incremental revenue and customer engagement.
  • Ensure elite lifecycle strategy provides progressive rewards and benefits and complements the co-branded credit card value proposition. 
  • Define and direct Amtrak’s email marketing strategy in collaboration with agency of record and Senior Manager, Email Marketing, to achieve revenue and engagement goals.  
  • Contribute to the development and execution of co-branded credit card marketing strategy and tactics in collaboration with director of partnerships, bank partner and agency team.
  • Partner effectively with the Brand team, Digital Marketing, eCommerce and Field Marketing.
  • Engage with brand advertising to integrate and expose loyalty program value proposition into Amtrak brand messaging.
  • Liaison with contact center leadership team regarding program policies, promotions and customer service resolution.
  • Liaison with internal business line stakeholders on program performance and KPIs. 
  •  

MINIMUM QUALIFICATIONS:

  • Bachelor’s Degree in Marketing, Business Administration or related field. 
  • Demonstrated skills in marketing communications, project management and directing outsource agency personnel.
  • 11 years of experience, with some experience in travel loyalty marketing 
  • Experience leading and developing a team of marketing professionals.
  • Ability to lead enterprise wide cross-functional teams. 
  • Experienced in developing analysis’ from program metrics and deliver reporting to all levels of the organization 
  • Database/customer segmentation marketing experience on either the agency or client side.
  • Ability to define, analyze and respond appropriately to program KPI’s and campaign metrics. 
  • Understands loyalty program economics and liability.


PREFERRED QUALIFICATIONS:

  • Leadership experience in a loyalty program.
  • Experience in co-branded credit card marketing. 
  • Experience in CRM and email marketing strategy and execution.
  • Experience or knowledge of contact center customer service management strategy. 

 

COMMUNICATIONS AND INTERPERSONAL SKILLS:
Must have excellent written and oral communication skills.
 

Requisition ID:40814
Posting Location(s):District of Columbia; Maryland; Virginia
Job Family/Function:Marketing 
Relocation Offered:No 
Travel Requirements:Up to 25% 

Amtrak employees power our progress through their performance.

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family, and a high performance culture that recognizes and values your contributions and helps you reach your career goals.

We proudly support and encourage U.S. Veterans to apply for Amtrak job opportunities.

All positions require pre-employment background verification, medical review and pre-employment drug screen. Amtrak is committed to a safe and drug-free workplace and performs pre-employment substance abuse testing. All new hires are required to undergo a hair drug test which detects the presence of illegal drugs for months prior to testing. We appreciate your cooperation in keeping Amtrak safe and drug-free.  

In accordance with DOT regulations (49 CFR section 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety- sensitive duties for covered Department of Transportation positions.   If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, he/she will not permitted to perform safety-sensitive functions.

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an Affirmative Action/Equal Opportunity Employer and we welcome all to apply. We consider candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability (including blindness), or veteran status.

POSTING NOTES: Marketing || Corporate

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