Sr. Director, Customer Engagement & Loyalty
Foot Locker, Inc., New York, NY, United States
Overview
We are seeking a dynamic and strategic professional to join Foot Locker as Senior Director of Customer Engagement & Loyalty. This role is responsible for building and growing our FLX Loyalty Program, overseeing our CRM and Lifecycle channels, and managing our owned channels (email, SMS, Push) across both first‑party
ative channels and third‑party platforms. The role will focus on acquiring new members, increasing spend per member, enhancing customer engagement, and building a strong brand presence and customer connection through CRM, lifecycle and owned channel strategies.
The right candidate has led a large‑scale loyalty and CRM programs in the retail space and has developed integrated marketing strategies that foster customer loyalty and create channel/program plans that support business growth. They will work cross‑functionally to create compelling campaigns, optimize channel performance, and ensure a seamless customer experience that aligns with each banner’s values. They have managed and led cross‑functional teams, with a growth mindset and ambition to scale programs, and possess strong interpersonal and account‑management skills, analytical capabilities, and strategic acumen.
Responsibilities
Build on and expand the value proposition of FLX to become a best‑in‑class loyalty program that drives frequency and brand love.
Scale the program with key acquisition levers and strategies while building strong incentives for guest retention and connection to the banners and our brand platforms.
Integrate existing offer and CRM touchpoints to create a lifecycle‑based approach that drives up spend per customer and revenue per interaction.
Lead the holistic customer communication strategy to drive growth and sales.
Oversee CRM and lifecycle marketing programs, inclusive of our owned media calendar, email and push marketing programs and strategies.
Partner with data, digital, and brand teams to design lifecycle messaging, campaign triggers, and loyalty offers.
Align lifecycle strategies with loyalty benefits, brand campaigns, and digital initiatives.
Oversee testing, personalization, and optimization initiatives to improve engagement, retention, and conversion.
Build a channel segmentation strategy that drives both acquisition and retention.
Drive our channel marketing strategy that grows channel size in both subscribers and revenue contribution.
Drive cross‑functional readiness for loyalty program launches, campaigns, and peak periods.
Influence senior leadership on loyalty and CRM strategies to embed retention into enterprise priorities.
Qualifications
8–12 years in loyalty, CRM, or lifecycle marketing roles, with at least 3+ years leading teams.
Proven track record of building or scaling loyalty and CRM programs that drive measurable business outcomes.
Strong lifecycle marketing expertise across email, SMS, push, and in‑app.
Analytical mindset with the ability to connect data to business impact.
Excellent cross‑functional leadership and communication skills, with proven ability to influence senior stakeholders.
Proven success in developing and executing a loyalty program, preferably within QSR, fast‑casual, or related sectors.
Strong understanding of digital marketing tools, CRM, analytics, and performance metrics.
Excellent project management skills, with the ability to manage multiple campaigns and initiatives simultaneously.
Digital marketing, channel marketing, or retail marketing with a focus on digital channels.
Benefits Annual base salary range: $200,000‑$220,000. This role is also eligible to receive short‑term incentives that align with individual and company performance. Salary will be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Salary is one component of the Foot Locker, Inc. total compensation package, which includes the following.
Foot Locker Benefits:
Employee Discount
Paid Time Off
Medical, Dental, Vision Coverage
401(k), Roth 401(k)
Stock Purchase Plan
Life Insurance
Flexible Spending Account
Opportunities for Advancement
Tuition Reimbursement for Qualified Courses
Strong Company Culture
Employee Resource Groups
#J-18808-Ljbffr
ative channels and third‑party platforms. The role will focus on acquiring new members, increasing spend per member, enhancing customer engagement, and building a strong brand presence and customer connection through CRM, lifecycle and owned channel strategies.
The right candidate has led a large‑scale loyalty and CRM programs in the retail space and has developed integrated marketing strategies that foster customer loyalty and create channel/program plans that support business growth. They will work cross‑functionally to create compelling campaigns, optimize channel performance, and ensure a seamless customer experience that aligns with each banner’s values. They have managed and led cross‑functional teams, with a growth mindset and ambition to scale programs, and possess strong interpersonal and account‑management skills, analytical capabilities, and strategic acumen.
Responsibilities
Build on and expand the value proposition of FLX to become a best‑in‑class loyalty program that drives frequency and brand love.
Scale the program with key acquisition levers and strategies while building strong incentives for guest retention and connection to the banners and our brand platforms.
Integrate existing offer and CRM touchpoints to create a lifecycle‑based approach that drives up spend per customer and revenue per interaction.
Lead the holistic customer communication strategy to drive growth and sales.
Oversee CRM and lifecycle marketing programs, inclusive of our owned media calendar, email and push marketing programs and strategies.
Partner with data, digital, and brand teams to design lifecycle messaging, campaign triggers, and loyalty offers.
Align lifecycle strategies with loyalty benefits, brand campaigns, and digital initiatives.
Oversee testing, personalization, and optimization initiatives to improve engagement, retention, and conversion.
Build a channel segmentation strategy that drives both acquisition and retention.
Drive our channel marketing strategy that grows channel size in both subscribers and revenue contribution.
Drive cross‑functional readiness for loyalty program launches, campaigns, and peak periods.
Influence senior leadership on loyalty and CRM strategies to embed retention into enterprise priorities.
Qualifications
8–12 years in loyalty, CRM, or lifecycle marketing roles, with at least 3+ years leading teams.
Proven track record of building or scaling loyalty and CRM programs that drive measurable business outcomes.
Strong lifecycle marketing expertise across email, SMS, push, and in‑app.
Analytical mindset with the ability to connect data to business impact.
Excellent cross‑functional leadership and communication skills, with proven ability to influence senior stakeholders.
Proven success in developing and executing a loyalty program, preferably within QSR, fast‑casual, or related sectors.
Strong understanding of digital marketing tools, CRM, analytics, and performance metrics.
Excellent project management skills, with the ability to manage multiple campaigns and initiatives simultaneously.
Digital marketing, channel marketing, or retail marketing with a focus on digital channels.
Benefits Annual base salary range: $200,000‑$220,000. This role is also eligible to receive short‑term incentives that align with individual and company performance. Salary will be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Salary is one component of the Foot Locker, Inc. total compensation package, which includes the following.
Foot Locker Benefits:
Employee Discount
Paid Time Off
Medical, Dental, Vision Coverage
401(k), Roth 401(k)
Stock Purchase Plan
Life Insurance
Flexible Spending Account
Opportunities for Advancement
Tuition Reimbursement for Qualified Courses
Strong Company Culture
Employee Resource Groups
#J-18808-Ljbffr