CAREERS & JOBS (LOYALTY & CX)

True Religion is hiring: Senior Manager, Customer Loyalty

THE PURPOSE:

We’re hiring a Loyalty Marketing leader (Senior Manager or Director level, depending on experience) to lead the evolution of our loyalty program—driving member engagement, retention, and long-term value. This role blends hands-on execution with strategic ownership and requires a passion for both the customer and brand. The ideal candidate will partner across CRM, digital, retail, merchandising, and creative teams to bring loyalty to life across all channels. A passion for the customer is essential for all applicants.

WHAT YOU’LL DO

• Lead the Loyalty Game – Own and evolve the loyalty strategy from top to bottom—enrollment, activation, engagement, and retention—with an eye on both emotional and transactional value.
• Fuel Member Growth & Activation – Build campaigns and optimize touchpoints (in-store, site, app) to drive enrollment and turn first-time shoppers into loyal repeaters.
• Design Lifecycle Journeys That Hit – Use automation, AI, and behavior-based triggers to deliver personalized messages across email, SMS, and app at every stage of the journey—from welcome to win-back.
• Elevate the Value Exchange – Rethink rewards, perks, and benefits to maximize member engagement and retention, balancing customer delight with business impact.
• Segment Like a Pro – Tap into our CDP and first-party data to build audience strategies that go beyond demographics—think purchase behavior, engagement signals, and intent.
• Read the Signals & Optimize – Monitor program KPIs (enrollment, participation, repeat rate, offer ROI, RFM movement), delivering insight-driven recommendations to stakeholders.
• Collaborate Across the Brand – Work hand-in-hand with CRM, Channel Partners, Brand Marketing, Creative, Digital, Retail, Product, and Merchandising teams to bring loyalty to life across all touchpoints.

• WHO YOU ARE
• Customer-obsessed and passionate about building relationships, not just rewards.
• Able to balance strategic thinking with hands-on execution, depending on level and scope.
• Comfortable working cross-functionally and influencing without authority.
• Experienced in loyalty program management—understanding acquisition, activation, reward redemption, and retention.
• Fluent in marketing technology, customer segmentation, and lifecycle design.
• Proactive, adaptable, and ready to work in a fast-paced, creative brand environment.
• You move fast, think big, and always stay close to the customer.
• Passionate about customer behavior, segmentation, and engagement metrics.

REQUIRED MINIMUM EXPERIENCE

• 5 – 8+ years in loyalty & lifecycle marketing with a strong record of measurable impact.
• Deep knowledge of loyalty fundamentals: program structure, benefit strategy, segmentation, engagement, and ROI modeling.
• Hands-on experience building automated lifecycle journeys across digital channels using tools like Salesforce, Attentive, or Listrak.
• Hands-on experience in managing a loyalty platform using tools like Yotpo, Clutch, Zinrelo, or Loyalty Lion.
• Skilled at analyzing performance and using data to optimize engagement, retention, and customer value.
• Proficiency with CDPs (e.g., Lexer, Segment, Adobe) and analytics tools (e.g., Looker, GA, Tableau).
• Strong cross-functional communication and project management skills.
• Bachelor’s degree in Marketing, Business, or related field (or equivalent experience).

PREFERRED EXPERIENCE

• Background in fashion, streetwear, retail, beauty, or culture-forward consumer brands.
• Experience reimagining or scaling a loyalty program.
• Familiarity with offer testing, loyalty economics, and behavioral segmentation.
• Understanding of attribution modeling and campaign impact measurement.
• Certifications in CRM, loyalty marketing, or customer analytics.