Director of Loyalty Strategic Consulting (Remote) at Epsilon

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Company Description
Job Description
Epsilon, AdAge's #1 Ranked U.S. Agency, is seeking a dynamic Director, Loyalty Consulting with a background in loyalty strategy and CX to work with Fortune 500 clients on loyalty strategy development, customer insights, omni-channel contact strategies, reporting, and related activities.
Key Responsibilities:
  • Diagnose, assess, and recommend loyalty constructs, positioning, and related CX strategies for various clients:
    • Loyalty program market research and competitive assessments
    • Loyalty program financial modeling with understanding of liability management
    • Map existing and design new loyalty experiences based on expertise, data, and insights
    • Mature and develop loyalty value prop for our clients across loyalty programs, cards, CRM, and other factors
    • Design customer experiences to enable individualized and low friction loyalty moments for clients; work with design teams to define and create the user experience
    • Create loyalty and CX strategic roadmaps and phasing of projects
  • Create CRM contact strategies and marketing playbooks (go-to-market contact blueprints)
    • Identify and recommend digital and offline contact strategies to maximize customer engagement and are rationalized through marketing ROI
    • Work with analytics and data teams to assess and identify target audiences, segments, and personas
    • Consult on and help design messaging tactics including channel(s), content, formats, targeting, offers, timing and cadence
  • Provide actionable data-driven customer and market insights to design, develop, and deploy relevant loyalty strategies and associated omni-channel communication strategies
  • Quickly learns, stays apprised of, and is able to apply knowledge of, Epsilon's platforms, data assets, tools and capabilities to client engagements
  • Run and participate in multi-disciplinary project teams
  • Work day to day on client service engagements, typically with regular visits on client premises as external environmental and health factors allow
  • Run client loyalty discovery meetings with various stakeholders and be the voice of authority in client facing discussions
  • Collaborate with Epsilon's CRM and Loyalty teams to mature our loyalty practice and intellectual capital, helping to further our position as a leader in loyalty
  • Participate in the business development process by preparing client proposals, presentations, and background research

Expected Outcomes
  • Grow contracted services with billable clients by delivering on existing commitments, identifying new solutions to client challenges, and selling in additional Epsilon services

Desired Competency Expertise:
  • Must be an expert in creating and optimizing loyalty programs and enterprise customer loyalty beyond transactional programs
  • Must be able to create and optimize data-driven omni-channel enterprise CX strategies and tactics across CRM, loyalty, customer, and servicing interactions
  • Must be comfortable recommending and using analytics models and techniques for business and marketing purposes - job does not require candidate to create models
  • Stays apprised of loyalty, CRM, and retail industry challenges, best practices, activities, and trends
  • Experience using VOC (voice of the customer) research including primary and secondary research to uncover customer needs and solutions
  • The ideal candidate will use frameworks and data to guide decisions, activities, and work products
  • Persona and Journey Mapping experience a plus

Communication & Presentation Skills:
  • Creates high-quality, compelling documents to communicate findings and recommendations using MS PowerPoint, Word and Excel
  • Comfortable speaking with confidence about marketing recommendations and presenting at the CMO-level during planning sessions and quarterly business reviews (or semi-annual business reviews)

Experience & Education:
  • A minimum of 7 years of relevant professional experience
  • Experience in loyalty, CX, marketing operations, and omni-channel marketing
  • Experience in consultative client engagements
  • Experience designing, building and leading loyalty programs
  • MBA, or undergraduate with relevant business experience, preferred

Qualifications
Additional Information
When you're one of us, you get to run with the best. For decades, we've been helping marketers from the world's top brands personalize experiences for millions of people with our cutting-edge technology, solutions and services. Epsilon's best-in-class identity gives brands a clear, privacy-safe view of their customers, which they can use across our suite of digital media, messaging and loyalty solutions. We process 400+ billion consumer actions each day and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon has been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Positioned at the core of Publicis Groupe, Epsilon is a global company with more than 8,000 employees around the world. Check out a few of these resources to learn more about what makes Epsilon so EPIC:
  • Culture: https://www.epsilon.com/us/about-us/our-culture-epsilon
  • DE&I: https://www.epsilon.com/us/about-us/diversity-equity-inclusion
  • CSR: https://www.epsilon.com/us/about-us/corporate-social-responsibility
  • Life at Epsilon: https://www.epsilon.com/us/about-us/epic-blog

Great People Deserve Great Benefits
We know that we have some of the brightest and most talented associates in the world, and we believe in rewarding them accordingly. If you work here, expect competitive pay, comprehensive health coverage, and endless opportunities to advance your career.
Epsilon is an Equal Opportunity Employer. Epsilon's policy is not to discriminate against any applicant or employee based on actual or perceived race, age, sex or gender (including pregnancy), marital status, national origin, ancestry, citizenship status, mental or physical disability, religion, creed, color, sexual orientation, gender identity or expression (including transgender status), veteran status, genetic information, or any other characteristic protected by applicable federal, state or local law. Epsilon also prohibits harassment of applicants and employees based on any of these protected categories.
Epsilon will provide accommodations to applicants needing accommodations to complete the application process.
For San Francisco Bay and Los Angeles Areas: Epsilon will consider for employment qualified applicants with criminal histories in a manner consistent with the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance and San Francisco Police Code Sections 4901-4919, commonly referred to as the San Francisco Fair Chance Ordinance.
Applicants with criminal histories are welcome to apply.
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Location

35 W Wacker Dr, Chicago, IL 60601

An Insider's view of Epsilon

What's something quirky about your company?

We have a company band, made up of anywhere from 30 to 40 employees at a given time. The band has a large following and performs at charity events around Chicago. They also perform a full set at Epsilon’s holiday party each year at the House of Blues. My jaw hit the floor when I saw my peers up on stage rocking out.

Paul

Senior Automation & Infrastructure Engineer

How do you collaborate with other teams in the company?

We collaborate through storytelling. It’s not ‘how’ we build it, but rather ‘why’ we build it. We need to tell stakeholders a story about a consumer pain point, solving it in a differentiated manner and the larger vision. Then, collaboration occurs as we incorporate feedback and have a motivated team building towards a shared vision.

Matt

VP, Product Management:

How would you describe the company’s work-life balance?

Epsilon has a very good work-life balance, including flexible time off. As a young adult, traveling around the world is one my top priorities and working with a company that aligns with that is a huge plus. I have had the flexibility to visit 7 countries. That flexibility is one of many things that has kept me at Epsilon for over 7 years.

Alba

Manager, Engineering

What are Epsilon Perks + Benefits

Epsilon Benefits Overview

At Epsilon, we offer benefits and perks that enable our associates to thrive and foster a culture of innovation.

Culture
Volunteer in local community
Epsilon participates in local community activities such as the Greater Chicago Food Depository, Off the Street Club, Chicago Cares Serve-A-Thon, Habitat for Humanity and Ronald McDonald House.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Epsilon has a Social Committee that organizes social, charitable and sports activities.
Daily sync
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Epsilon team fitness initiatives include intramural softball, volleyball and soccer.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Epsilon provides back-up care benefits.
Flexible Work Schedule
What matters is what you achieve, not how many hours you clock. So take time off to enjoy your family and friends when you need it.
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Epsilon hosts an annual summer boat party on Lake Michigan and a holiday party at the House of Blues, where our employee-run band performs the live entertainment all night.
Game Room
Happy Hours
Happy hours are hosted at team's discretion.
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Epsilon offers employees professional development opportunities like on-site training courses and the ability to attend job-related conferences and seminars.
Tuition Reimbursement
Lunch and learns
Epsilon hosts lunch and learn meetings on occasion.
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program and career mentoring.
Time allotted for learning
Epsilon encourages employees to complete 48 hours of professional development training per year.
Online course subscriptions available

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