Director of Loyalty

Job Details

We are the champions of childhood

Hanna Andersson is a Portland, Oregon-based premier kids and baby clothing brand. Our clothes are made to play, made to last, and designed to let kids be kids. We have core commitments to design, quality, and sustainability, and we believe in helping families create meaningful everyday moments. These principles guide the Hanna Way, and lead to an experience authentically different from other children’s brands.

We cultivate our unique brand by hiring team members who believe in these values, own a customer service mindset, and who are innovative, results-oriented, and comfortable working in a collaborative and growth-driven work environment. We all share in our brand’s success, and we actively encourage our team members to maintain a healthy balance in their daily lives.

The Director of Loyalty is responsible for leading the continuous improvement and execution of our Hanna Rewards Loyalty Program. This leader will define and refine the loyalty program by developing and testing strategies to effectively drive customer engagement, retention, and lifetime value.

Program Development & Management

• Develop a holistic, innovative, and forward-thinking loyalty program strategy that aligns with Hanna Andersson’s overarching vision & brand.
• Create both long- and short-term roadmaps that encompass the program strategy, benefits testing, rewards campaigns, and the aligned actionable tactics for our existing loyalty base, new customer acquisition, and general program optimization.
• Use a test and lead approach to manage and drive program features to ensure accretive AOC, LTV, and GM.
• Follow, understand, and efficiently react to the competitive and broader loyalty program environment.
• Own and operate the loyalty marketing calendar in partnership with brand and digital marketing

Team and Program Leadership

• Manage and lead the Loyalty Associate Manager
• Analyze results and deploy information broadly across the company
• Cultivate psychologically safe relationships within Marketing, Product, Analytics, and Engineering teams, translating loyalty program strategy into actionable collaboration, projects, and ongoing enhancements.
• Pursue excellence and embrace continuous learning by engaging with industry peers, professional organizations, and brands to develop growth strategies and expand our network of connections.
• Model and contribute to a warm-hearted, inclusive, and psychologically safe team experience for team members and stakeholders that encourages openness, self-reflection, collaboration and rapid learning.

What you’ll bring:

• 3-5 years of experience leading loyalty programs and 2-4 years of CRM and analytics experience.
• 1-2 years Director-level experience, preferred.
• A highly analytical thinker with demonstrated success in: turning empirical data into insightful, strategic decisions and tactical team plans, analyzing customer behavioral data, segmentation using both quantitative and qualitative methodologies, and prioritizing and executing tasks in fast-paced and high-pressure environments.
• Experience working with and managing marketing and tech platforms, proficiency and knowledge of CRM database solutions and feeds, and loyalty.
• Convincing public speaking and presentation skills with the ability to craft persuasive, data-based storytelling.
• Successful record of collaboration across teams driven by a willingness to teach and mentor others. A track record of strong building and managing highly productive and successful teams, preferred.