Sr. Program Manager, Loyalty Program Strategy (Hybrid - Seattle, WA)

The Loyalty Program Strategy Manager at Nordstrom is responsible for designing, testing and optimizing new benefits for the Nordy Club loyalty program. This role is crucial within the marketing and Customer organization, focusing on innovative loyalty program elements that enhance customer engagement and loyalty for both Nordstrom and Nordstrom Rack. The ideal candidate will leverage data-driven insights, collaborate with key stakeholders, and ensure the loyalty program aligns with Nordstrom's overarching business strategy. 

The Nordy Club is more than just a loyalty program; it embodies JWN’s commitment to providing exceptional service, value, and personalized experiences to our customers. This role is dedicated to building a loyalty program that is both aspirational and inclusive, fostering deeper connections with our best customers, increasing engagement with less engaged customers, and setting a new standard for loyalty programs in retail. 
 

Additionally, this role will ensure that The Nordy Club delivers exceptional value and experiences to members, drives brand engagement, and contributes to long-term customer retention. They will highlight business problems and work across JWN, enabling delivery teams to drive holistic and more personalized customer experiences that result in significant growth in membership, engagement, and brand affinity. This position is crucial in driving Nordstrom's financial success by leveraging the combined efficacy of loyalty and card programs to enhance overall business performance. 
 

A day in the life...
Program Strategy:  

• Identify and design new benefits for the Nordy Club loyalty program  

• Ensure program elements align with Nordstrom and Nordstrom Rack’s business goals 

• Contribute to measurable increases in program enrollment, customer satisfaction, customer trips and spend, and Nordstrom's overall financial objectives, while reinforcing brand values 
   

Customer Insights & Competitive Analysis:  

• Analyze customer behavior, research and market trends to inform program design 

• Identify opportunities for differentiation and competitive advantage 
   

Learning Agenda, Testing & Measurement:  

• Contribute to a semi-annual learning agenda and investment plan that supports loyalty program design 

• Stay updated on industry trends and best practices to inform program improvements 

• Drive requirements for test design, delivery, and measurement 

• Utilize data-driven insights to refine and optimize tests 

• Drive requirements to scale winning tests 
   

Internal & External Collaboration:  

• Partner with product management, technology, analytics, finance, operations, legal and store teams to launch and optimize tests  

• Partner with merchandising teams and outside partners on category and brand-specific tests 

• Partner with marketing teams to  

• clearly and effectively communicate benefits to customers 
   

Strategic Communication:  

• Craft and communicate strategy, test design, progress and results to stakeholders at all levels, including executive leadership, to foster broad organizational alignment and support 

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