Broad Description of Duties:

The Loyalty Program Director is responsible for all facets of the Marcus Theatres Magical Movie Rewards loyalty program, including developing the strategy for growing the membership of the MMR program, overseeing the smooth operation of the program, and identifying opportunities to develop and enhance the value of the offering. The position requires the ability to understand the needs of our regular customers and to deliver a program that enhances loyalty towards the Marcus Theatres and Movie Tavern brands. The abilities to innovate, communicate, and deliver both internally and externally are critical to success in this role. The position will also measure and report on all key results areas, detailing areas of improvement and the necessary tactics to achieve them.

This position reports to the Chief Operating Officer.

Essential Functions/Job Duties:

• Work with senior leadership to define the strategy for the Magical Movie Rewards (MMR) program, including program design and messaging;
• Evolve the MMR program to provide greater value to Marcus guests and to increase the frequency of moviegoing, as well as the average spend, for existing members;
• Collaborate with other departments to ensure the MMR program is integrated into the company’s overall strategy;
• Work with field leadership to ensure guest awareness of the MMR program in order to grow membership and to enhance existing members’ experience;
• Keep abreast of competitors’ loyalty programs to ensure the MMR program remains an industry-leading offering;
• Develop and spearhead marketing campaigns to grow the MMR program and to enhance engagement among existing members;
• Leverage communication channels to increase membership in the MMR program and to engage with current members to make them aware of Marcus’ offerings;
• Collaborate with other departments and external vendors to improve the member experience in theatre, as well as on the Marcus app and website;
• Manage the design and delivery of benefits, promotions and enhancements through the loyalty system, working closely with the IT team and loyalty platform developers;
• Establish and manage relationships with vendors for program materials fulfillment and program partners for member benefits and offers;
• Support the publication and distribution of weekly email newsletters and campaigns;
• Work with the Marketing team and film studios on movie title specific marketing plans including special offers, bonus opportunities and promotions;
• Solicit member feedback to drive program offerings and to enhance value of the program for members;
• Track the member lifecycle and develop strategies to retain existing members and win back those who have or are at risk of becoming inactive;
• Establish metrics to report out on the key result areas and return on investment of the MMR program, as well as to measure program success;
• Make recommendations on ways to enhance and adjust the MMR program based on data;
• Develop, and assure adherence to, the annual budget for the MMR program;
• Present updates to the Marketing team and senior leadership;
• Perform other duties, as assigned, by the Chief Operating Officer.

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

Job Requirements:

Required;

• Seven-plus (7+) years of progressive experience in loyalty program management experience or customer marketing;
• CRM, loyalty marketing, direct marketing and/or relationship marketing background;
• Experience within the entertainment or movie industry would be beneficial but is not required
• Willing and motivated to learn new skills, tasks, and software systems to meet the changing demands of the movie exhibition industry
• Able to communicate effectively in writing and verbally to all levels of the organization;
• Ability to create new and innovative processes
• Talent for developing strong working relationships both inside and outside of the organization
• Ability and preference to undertake action-oriented and self-motivated projects
• Ability to define problems, collect and analyze data, and draw valid conclusions
• Proficient knowledge of Microsoft PowerPoint and Word
• Must be comfortable in a fluid and evolving organization
• Flexible work schedule that includes late evenings, weekends and holidays as dictated by business needs;
• Travel to theatre locations for loyalty program monitoring and manager meetings (5% travel required);
• Partner marketing or vendor management experience is preferred, but not required.
  

Physical Requirements:

While performing the duties of this job, the employee is frequently required to sit, talk and/or hear, and/or use hands to finger, handle, or touch objects, tools, or controls. The employee is required to stand, and/or walk occasionally. The employee must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by this job include close vision and the ability to adjust focus. The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

Work is performed in an office environment with occasional travel and theatre environment. The noise level is usually low to moderate with an occasional loud environment. The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential function.

Educational Requirements

• Bachelor’s Degree in Business, Marketing, or a related field

Marcus Theatres is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination in our hiring and employment practices in accordance with all applicable laws.