The Director, Membership Programs & Payments contributes to REI’s success by leading efforts to deepen relationships with our members, driving acquisition, member engagement, and repeat customer revenue, and overseeing all membership, co-brand credit card, and gift card strategies and programs to achieve active membership and sales growth. Develops innovation across these areas, involving technology (systems/tools), strategies, communications, and experiences, bringing forth new ideas for both REI and for the industry. Responsible for creating a vision of the future within these areas that is brand-right for REI and our members.
This role leads a team responsible for planning and executing membership program enhancements/benefits/operational components, co-brand credit card, and gift card strategies, initiatives and executions. This individual will ensure efforts between programs and marketing channels are coordinated to enable integrated program launches, testing, reporting and optimization program strategies. The role is accountable for several aspects of the member database, including acquisition, engagement, retention, and monetization. Accountable for developing investment strategy and optimizing marketing programs including: membership, co-brand, and gift card. Utilizes customer insights capabilities to understand and engage customers with appropriate program communications, relevant benefits, events, and other program components. Collaborates with digital retail, retail, merchandising and private brands, and other departments as needed to drive traffic, sales and customer engagement strategies and execution. Represents the marketing division and its business requirements to cross divisional partners to ensure execution. Models and acts in accordance with REI’s guiding values and mission.
You'll get to:
Identify and communicate key responsibilities and practices to ensure the organization promotes a successful attitude, confidence in leadership, and teamwork to achieve business results.
Support the implementation of company programs, procedures, methods and practices to promote REI key messages.
Challenge and inspire employees to achieve business results.
Ensure employees adhere to legal and operational compliance requirements.
Oversee training and development of employees directly and indirectly managed and makes effective staffing decisions.
Conduct and ensure the completion of performance reviews.
Provide coaching, direction and leadership support to employees in order to achieve department, company and customer results.
Establishe and maintains visibility within the department.
Monitors operational statistics, reports trends, variances and issues, and takes appropriate action
Desired Skills and Experience
Bring your passion and expertise
5+ years of progressively responsible marketing leadership. Team leadership of 10+ person team.
Expert knowledge of marketing function and competencies including: strategic planning, program management and measurement, brand communication, customer insights, membership loyalty, co-brand credit cards, gift card
Bachelors degree in business, marketing or related field.
Master’s degree in business, marketing or related field.
Experience in a multi-channel retail company with revenue of $2B+
Innovative and strategic thinking related to loyalty programs, credit card and gift card programs, membership loyalty.
Experience giving direction to and managing agency and outside partner relationships.
Ability to clearly articulate a compelling vision and strategy.
Strong analytical skills with experience developing financial plans, expense budgets and business cases.
Understanding of the REI brand and the outdoor specialty retail business.
Builds capacity of individuals and teams through effective employee development, involvement, communication, and supervision efforts.
Creates a strong, mutually supportive work spirit and culture where people can do their best.
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