CAREERS & JOBS (LOYALTY & CX)

WORLDPAC is hiring: Loyalty Program Manager

We are seeking a passionate and knowledgeable Product Specialist to join the Customer Experience & Loyalty Program team, at Worldpac. In this role, you will be the go-to expert on the Worldpac Professional Loyalty Program, working closely with cross-functional teams, including sales, marketing and customer support, to ensure we deliver a best-in-class automotive aftermarket banner program with an exceptional customer experience. You will understand all the program benefits, advocate for Members to have better benefits and support the Worldpac Professional Loyalty Program in improving sales processes, systems and driving efficiency. Vendor relationship management and reporting on subprogram engagement to better understand Member behavior and impact to overall sales will be key. You will provide support during implementation of sales and marketing operational excellence programs, standardized selling models, and activity metrics. In addition to developing ad hoc sales reports and trend analysis that identify leading/lagging indicators.

The right candidate will have the following skills and values that demonstrate leadership competencies:

• Passion for Customers
• Shows a passion for work and the energy to perform at a high level
• Takes pride in work and sets and accomplishes challenging goals
• Delivers Winning Results
• Establishes and maintains high standards of accomplishment and quality of work
• Adaptable and displays excellent problem-solving abilities
• Lead with Courage
• Provides timely, tactful, and constructive feedback across the matrix
• Recognizes effort, hard work and results

Responsibilities

• Product Expertise: Develop a deep understanding of the Worldpac Professional Loyalty program, including program benefits, functionalities, and customer use cases. Serve as a product expert to internal teams and customers.
• Customer Insights: Gather and analyze customer feedback, working with sales and support teams to identify key product needs and pain points.
• Market Research: Conduct competitive and market research to stay updated on industry trends, competitive offerings, and potential product enhancements.
• Product Launch Support: Collaborate with marketing and product management teams to support product launches, including creating product documentation, training materials, and FAQs.
• Sales Enablement: Provide training and support to the sales team, ensuring they have the tools and knowledge needed to effectively communicate product value to customers.
• Product Improvement: Partner with product development to relay customer feedback, propose feature improvements, and participate in testing new features or updates.

Metrics & Analysis: Track product performance metrics, including customer satisfaction, usage rates, and feature adoption, to inform future product decisions.

Qualifications

Education

• Bachelor’s degree in marketing, Business, or related field (required)
• Minimum of 2 years of relevant experience in marketing, communications, merchandising, sales, agency or retail environment
• Minimum of 2 years of relevant experience in program or product management
• Automotive aftermarket knowledge a plus

EXPERIENCE: 2+ years in a product-related role, preferably as a product specialist, product marketing, or customer success role.

Skills

• Highly proficient with MS Office software including Excel and PowerPoint and Teams
• Experience with Salesforce.com and PowerBI
• Experience with product management software/tools e.g. Jira, confluence, CRM tools
• Strong verbal and written communication skills
• Strong organizational and time management skills must be able to multi-task constantly throughout the workday
• Team-oriented and ability to work cross-functionally
• Ability to work under time constraints and meet deadlines
• Ability to function effectively in a fast-paced environment
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Experience in marketing and advertising practices
• Ability to communicate and influence at various levels within the organization
• Ability to define problems, collect data, establish facts, and draw valid conclusions

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Manage Program Operations and Program Benefits
• Manager Vendor Relationships with all Internal and External Partners
• Manage Loyalty Program Enrollment, Cancellation, Subprogram Engagement Reporting
• Manage Nationwide and Labor Claim Reporting
• Maintain Internal and External Reporting Accuracy
• Assist Salesforce Troubleshooting
• Ability to Multi-task in a fast-paced environment
• Subject-matter Expert (Professional Loyalty Program)
• Maintain current Vendor Account Information in Salesforce
• Secondary Support Contact for Internal Team Members and Members

Supervisory Responsibilities

None

CERTIFICATES, LICENSES, REGISTRATIONS

None

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Pay Range

USD $93,000.00 – USD $124,000.00 /Yr.

Reasonable Accommodation Notice
Worldpac is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require accommodations to perform the essential functions of the job, please contact talent@worldpac.com for assistance.

Worldpac is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, or veteran status.

Health And Wellness
Worldpac offers a comprehensive benefits package designed to support the health, financial well-being, and work-life balance of its employees. Key benefits include:

• Medical, dental, and vision insurance plans to cater to various healthcare needs.
• Health Savings Accounts (HSAs) with company contributions for eligible plans.
• Flexible Spending Accounts (FSAs) for medical and dependent care expenses.
• Employee Assistance Programs (EAP) offering confidential counseling and support services.

Financial Benefits

• 401(k) retirement plan with company match to assist in future financial planning.
• Life and Accidental Death & Dismemberment (AD&D) insurance for financial security.
• Short-term and long-term disability insurance to protect income during unforeseen circumstances.

Work-Life Balance And Additional Perks

• Paid time off, including vacation days and holidays, to encourage rest and personal time.
• Employee discounts on products and services.

Location Type

On-Site