Director of Strategic Consulting, Loyalty and CRM

| Chicago
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Company Description

Epsilon is the leader in outcome-based marketing. We enable marketing that’s built on proof, not promises. Through Epsilon PeopleCloud, the marketing platform for personalizing consumer journeys with performance transparency, Epsilon helps marketers anticipate, activate and prove measurable business outcomes. Powered by CORE ID®, the most accurate and stable identity management platform representing 200+ million people, Epsilon’s award-winning data and technology is rooted in privacy by design and underpinned by powerful AI. With more than 50 years of experience in personalization and performance working with the world’s top brands, agencies and publishers, Epsilon is a trusted partner leading CRM, digital media, loyalty and email programs. Positioned at the core of Publicis Groupe, Epsilon is a global company with over 8,000 employees in over 40 offices around the world. For more information, visit epsilon.com. Follow us on Twitter at @EpsilonMktg.

Job Description

Epsilon, AdAge’s #1 Ranked U.S. Agency, is seeking a dynamic Director, Loyalty & CRM Consulting with a background in loyalty and CRM consulting and/or marketing communications to work with Fortune 500 clients on loyalty strategy development, customer insights, omni-channel contact strategies, reporting, analytical projects and voice-of-the-customer research.

Key Responsibilities:

  • Create CRM contact strategies and marketing playbooks (go-to-market contact blueprints)
    • Identify and recommend Email, Direct Mail and Digital 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
    • Diagnose, assess, and recommend loyalty constructs, positioning, and communication strategies for retail 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
  • Provide actionable data-driven customer and market insights to design, develop, and deploy relevant loyalty strategies and associated omni-channel communication strategies
  • Define performance metrics, marketing reports, executive dashboards, and measurement schemes for loyalty and CRM
  • Create loyalty and CRM strategic roadmaps and phasing of projects to support loyalty program advancement
  • Define key business requirements for marketing systems in the discovery phase and beyond for better ongoing strategic insight and system usage optimization
  • Quickly learns, stays apprised of, and is able to apply knowledge of, Epsilon's assets, tools and capabilities to client engagements
  • Be the voice of authority with strong knowledge to optimize use of data, tools and insights to guide client CRM & Loyalty evolution based on experience, expertise, data-driven frameworks, and related best practices
  • 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

Experience & Education:

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

Additional Information

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.

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Technology we use

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Location

101 N Wacker Drive, Chicago, IL 60606

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

Associate 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?

Conversant has a very good work-life balance, including unlimited PTO. 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 Conversant for five years.

Alba

Team Lead, 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
Conversant 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
Conversant has a Social Committee that organizes social, charitable and sports activities.
Daily stand up
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
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
Conversant's team fitness initiatives include intramural softball, volleyball and soccer.
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Conversant provides back-up care benefits.
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
Conversant 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.
Free Daily Meals
Game Room
Our game room includes Foosball, Shuffle Board.
Happy Hours
Happy hours are hosted at team's discretion.
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Conversant 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
Conversant 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
Conversant encourages employees to complete 48 hours of professional development training per year.
Online course subscriptions available
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