CAREERS & JOBS (LOYALTY & CX)

Amtrak is hiring: Dir Loyalty Strategy & Operations – 90389223 – Washington

Your success is a train ride away!

As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. 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 due to our employees.

Are you ready to join our team?

Our values of ‘Do the Right Thing, Excel Together and Put Customers First’ are at the heart of what matters most to us, and our Core Capabilities, ‘Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.

Summary Of Duties

The Director, Loyalty Strategy and Operations will be accountable for building, launching, and managing best in class loyalty strategies to strengthen Amtrak Guest Rewards Loyalty Program and improve member engagement. The Director, Loyalty Strategy and Operations will spearhead the innovation of loyalty and customer initiatives, leveraging emerging technologies, data insights, partnerships, and customer behaviors to create compelling loyalty value proposition and experiences.

The Director, Loyalty Strategy and Operations will collaborate cross-functionally to deliver high-impact solutions that increase customer retention, advocacy, and lifetime value. This role will create opportunities for customers to enjoy personalized experiences and tailored rewards that make every interaction with Amtrak more meaningful. As part of the Loyalty & Customer Engagement team, the Director of Loyalty Strategy and Operations creates and drives strategic initiatives informed by customer research and program performance. This role will also be responsible for evolving the loyalty ecosystem with a focus on loyalty program design, loyalty partnerships, and loyalty operations. This position reports to AVP, Loyalty and Customer Engagement.

Essential Functions

AGR Program Strategy and Operations:

• Own the vision and develop strategies to grow and strengthen the Amtrak Guest Rewards program structure, roadmap, benefits, personalized offers, as well as conceptualizing the data architecture needed to support long-term goals.
• Leverage loyalty measurement framework, customer insights, and market research to identify opportunities that strengthen customer engagement, drive acquisition, and deliver personalized experience.
• Increase the relevance of loyalty levers to appeal to the needs and preferences of consumers in markets across customer segments and service lines.
• Own the growth, and day-to-day loyalty program including, but not limited to member benefits, acquisition, redemption, onboard and beyond the trip experiences, operational integration, and overall member engagement.
• Build personalized omnichannel journey flows that strengthen engagement of the loyalty member base
• Build and implement the loyalty strategy to deliver upon agreed KPIs for the program.
• Be the voice of the loyalty member and strengthen the customer loyalty culture across all departments through providing actionable recommendations and ongoing feedback
• Maintain a deep awareness of successful loyalty and rewards programs in other industries, applying best practices to enhance our approach.

Loyalty Partnerships

• Develop a loyalty partnership vision and roadmap to increase program relevance, engagement, and enable access to new audiences.
• Collaborate with cross functional teams to source and curate exclusive experiences that align with AGR member interests and preferences.
• Utilize member feedback and data analytics to continuously improve and personalize partnership offerings, ensuring high member satisfaction and engagement.
• Initiates and manages partner conversations and negotiations in accordance with loyalty innovation strategy

Cross Functional Leadership

• Strong collaboration with digital technology and operations to outline customer experience requirements and ensure a seamless integrated experience
• Develops and maintains strong relationships with key stakeholders across the business

Minimum Qualifications

• Bachelor’s degree in Marketing, Business Administration, Communications, or a related field. MBA Preferred.
• 11-14 years of experience in marketing, with at least 3-5 years specifically in loyalty marketing
• Strong analytical skills and experience with data-driven decision-making, data analysis and reporting
• Proven ability to lead and manage teams, as well as experience in developing and executing marketing strategies.
• Excellent verbal and written communication skills, with the ability to present ideas effectively to both internal teams and external partners.
• A creative mindset with the ability to develop innovative loyalty programs and campaigns. Knowledge of CRM systems, loyalty platforms and digital marketing tools
• Flexibility to adapt to changing business needs and market trends

Minimum Knowledge, Skills And Abilities

• Ability to inspire and motivate team members, recognizing their contributions and empowering them to take ownership of their work.
• Define and execute a comprehensive, long-term loyalty strategy to strengthen customer experience across the entire journey from acquisition to onboarding to engagement, and retention.
• Deep experience with loyalty metrics; capable of driving strategic initiatives and managing change
• Able to translate and communicate technical details clearly to business stakeholders.
• Self-starter who initiates actions and follows up to get results.
• Ability to analyze customer data and market trends to identify opportunities for loyalty program improvements and new initiatives.
• Experience in developing and implementing strategic marketing plans that align with business goals and enhance customer loyalty.
• Excellent verbal and written communication skills to effectively collaborate with internal teams and communicate with customers.
• Strong project management skills to oversee the implementation of loyalty programs and ensure they are executed on time and within budget.
• A customer-centric approach with a focus on delivering exceptional service and building long-term customer relationships.
• Experience in leading and motivating cross-functional teams to achieve marketing objectives and drive customer engagement

Preferred Qualifications

• Travel, Hospitality, or Loyalty marketing experience
• Experience in partnership development, negotiation and/or partnership marketing.
• Experience with loyalty programs or customer relationship management (CRM).
• Strong familiarity with enterprise technology concepts and practices.
• Track record of success in developing successful data-driven marketing operations strategy.
• Familiarity with martech applications such as SFMC (Salesforce marketing cloud) and AEM (Adobe Experience Manager) and designing and implementing personalized campaigns.

Work Environment

• Frequently works in a dynamic, fast-paced environment that requires the individual to simultaneously manage several tasks, while paying attention to detail.
• This is a typical office environment position
• Ability to travel for business up to 10%.

Communications And Interpersonal Skills

Must have excellent oral and written communication skills.

Pay Transparency

The salary/hourly range is $163,000-$211,140. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc. Depending on an employee’s assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee’s base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes health, dental, and vision plans; health savings accounts; wellness programs; flexible spending accounts; 401K retirement plan with employer match; life insurance; short and long term disability insurance; paid time off; back-up care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learn more about our benefits offerings here .

Requisition ID:164121

Posting Location(s):District of Columbia; New York; Pennsylvania

Work Arrangement:06-Onsite Click here for more information about work arrangements at Amtrak.

Job Family/Function:Marketing

Relocation Offered:No

Travel Requirements:Up to 25%

You power our progress through your performance.

We want your work at Amtrak to be more than a job. We want your career at Amtrak to be a fulfilling experience where you find challenging work, rewarding opportunities, respect among colleagues, and attractive compensation. Amtrak maintains a culture that values high performance and recognizes individual employee contributions.

Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions requires a pre-employment background check that includes prior employment verification, a criminal history check and a pre-employment drug screen.

Candidates who test positive for marijuana will be disqualified, regardless of any state or local statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Amtrak’s pre-employment drug testing program is administered in accordance with DOT regulations and applicable law.

In accordance with DOT regulations (49 CFR

• 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, the individual will not be permitted to perform safety-sensitive functions.

In accordance with federal law governing security checks of covered individuals for providers of public transportation (Title 6 U.S.C.

• 1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses.

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 equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race/color, to include traits historically associated with race, including but not limited to, hair texture and hairstyles such as braids, locks and twists, religion, sex (including pregnancy, childbirth and related conditions, such as lactation), national origin/ethnicity, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.

Source: Amtrak