Head of Loyalty
WS Development, Newton, MA, United States
Head Of Loyalty
We are seeking a tenacious entrepreneur who is dynamic and strategic and wants to build and scale Insider, a best-in-class, first-of-its-kind loyalty program that redefines how retailers engage customers and attract new ones. The Insider program is not only a critical driver for the WS Development portfolio, but is also positioned to become a scalable, standalone business well outside of the WS portfolio. With strong tenants and consumer adoption already in place, Insider is at a pivotal inflection point. The Head of Loyalty will lead Insider's evolution through strategic leadership, best-in-class technology development, and disciplined operational execution, driving measurable outcomes such as retailer sales, customer engagement and delight, and program profitability. With rapid membership growth and a number of new properties poised to launch soon, Insider is uniquely positioned to become a differentiated solution and transformative force in the retail landscape and beyond. Insider is a high-priority initiative within WS Development's Strategic Initiatives team and will work closely with the executive leadership to continue to build the vision, set the roadmap, and execute a go-to-market strategy that turns Insider into a significant revenue-generating platform well beyond our properties. Key Position Attributes and Responsibilities: Lead the overall strategy, growth, and ongoing evolution and scaling of Insider. Identify and evaluate new opportunities for Insider, including strategic partnerships, collaborations, and cross-property initiatives. Own revenue, budget, and ROI targets for Insider, ensuring financial sustainability and growth. Deliver a seamless, differentiated, and delightful experience for members across digital and physical touchpoints. Define product requirements, customer segments, goals, benefits, and rewards. Make fast, data-driven decisions and foster a culture of experimentation, learning, and iteration to accelerate program performance. Foster a test-and-learn culture with a start-up mindset, ensuring marketing campaigns and program features are optimized for ROI. Execute the long-term business plan, balancing near-term wins with sustained growth. Collaborate with leasing, marketing, and property teams to position Insider as a key differentiator that creates significant value for tenants and drives customer loyalty. Partner with the Head of Digital Engagement and VP of Marketing on budget planning and KPIs, ensuring clear reporting to executive leadership. Analyze customer data and insights to refine the program, improve retention, and maximize lifetime value. Manage and grow a small, high-performing team.
We are seeking a tenacious entrepreneur who is dynamic and strategic and wants to build and scale Insider, a best-in-class, first-of-its-kind loyalty program that redefines how retailers engage customers and attract new ones. The Insider program is not only a critical driver for the WS Development portfolio, but is also positioned to become a scalable, standalone business well outside of the WS portfolio. With strong tenants and consumer adoption already in place, Insider is at a pivotal inflection point. The Head of Loyalty will lead Insider's evolution through strategic leadership, best-in-class technology development, and disciplined operational execution, driving measurable outcomes such as retailer sales, customer engagement and delight, and program profitability. With rapid membership growth and a number of new properties poised to launch soon, Insider is uniquely positioned to become a differentiated solution and transformative force in the retail landscape and beyond. Insider is a high-priority initiative within WS Development's Strategic Initiatives team and will work closely with the executive leadership to continue to build the vision, set the roadmap, and execute a go-to-market strategy that turns Insider into a significant revenue-generating platform well beyond our properties. Key Position Attributes and Responsibilities: Lead the overall strategy, growth, and ongoing evolution and scaling of Insider. Identify and evaluate new opportunities for Insider, including strategic partnerships, collaborations, and cross-property initiatives. Own revenue, budget, and ROI targets for Insider, ensuring financial sustainability and growth. Deliver a seamless, differentiated, and delightful experience for members across digital and physical touchpoints. Define product requirements, customer segments, goals, benefits, and rewards. Make fast, data-driven decisions and foster a culture of experimentation, learning, and iteration to accelerate program performance. Foster a test-and-learn culture with a start-up mindset, ensuring marketing campaigns and program features are optimized for ROI. Execute the long-term business plan, balancing near-term wins with sustained growth. Collaborate with leasing, marketing, and property teams to position Insider as a key differentiator that creates significant value for tenants and drives customer loyalty. Partner with the Head of Digital Engagement and VP of Marketing on budget planning and KPIs, ensuring clear reporting to executive leadership. Analyze customer data and insights to refine the program, improve retention, and maximize lifetime value. Manage and grow a small, high-performing team.