Loyalty Manager in Greensboro, NC; Raleigh-Durham, NC; Charlotte, NC at ITG Brands

Date Posted: 4/27/2022

Job Snapshot

Job Description

If working for a company that values its people and recognizes the importance of work/life balance is appealing to you, look no further than ITG Brands!



ITG Brands is the U.S. division of Imperial Brands. We are the nation's third-largest tobacco company with offerings of some of the most well-known cigarette, cigar, and vaping products. ITG Brands carries at its core, the mindset that, in order to succeed, a company must treat its people well and give them the tools they need to win.  We are currently searching for a Loyalty Manager for our Marketing department headquartered in Greensboro, North Carolina. ITG Brands is currently supporting an in-office/remote workplace hybrid model for this opportunity.


Job Summary:

This role is responsible for the overall management and development of the bluNation loyalty program. This includes leading the budgeting, performance management, program scoping, and economic development of the program to increase customer engagement. This role will also manage the implementation of program optimization and upgrades, with a critical focus on advancing identified CX retention opportunities.



Duties and Responsibilities:

(This list is not exhaustive and may be supplemented as necessary by ITG Brands)

  • Leads the budgeting, performance management, program scoping, and economic development of the bluNation Loyalty Program to increase customer engagement in offline to online usage.
  • Develops overall strategy and manages performance of loyalty program to reach ambitious goals around member enrollment, customer revenue and lifetime value metrics, and program profitability
  • Maintains relationship with partnering loyalty agency and platform, serving as the primary point of contact.
  • Coordinates all marketing, brand, and technology needs internally and externally, partnering with key stakeholders to reach milestones and deliver on time.
  • Drives continuous improvement of program through agile testing and learning, including program design elements, experiential and monetary benefits, and new ways of working with vendor partners.
  • Partners internally to establish and maintain a reporting dashboard to measure and manage the overall impact and health of the loyalty program and its components..
  • Performs other job-related duties as assigned

Job Requirements

Required Minimum Qualifications:

Education and Experience:

  • Bachelor’s Degree in a relevant field of study
  • 7+ years related work experience
  • Relevant work experience to include:
    • 3+ years supervisory experience
    • 7+ years managing a customer loyalty program or CRM
    • Experience working with technical teams

Knowledge of:

  • Customer loyalty theory and implementation, including pro et contra of loyalty models
  • Integrated marketing and CRM disciplines, including primary research, segmentation, targeting, direct marketing, and customer care
  • Basic knowledge of Scrum PM
  • Intermediate to advanced proficiency with Microsoft Office (Outlook, Word, Excel, & PowerPoint) and Microsoft Teams

Skilled in:             

  • Verbal and written communication
  • Attention to detail
  • Problem/situation analysis
  • Effective time and task management
  • Multitasking capabilities
  • Flexibility and adaptability

Ability to:

  • Lead cross-functional teams
  • Distill insights from advanced data sets
  • Communicate to a broad and diverse audience
  • Maintain effective working relationships
  • Demonstrate critical thinking
  • Work with diverse populations and varying education levels
  • Receive and communicate information orally and in writing
  • Prioritize assignments, workload, and manage time accordingly


Preferred Qualifications:

Education and Experience:

  • Master’s Degree in a relevant field of study.
  • 10+ years of related work experience
  • 3+ years of supervisory experience


Work Environment and Physical Demand:

  • Requires moderate physical effort. Occasionally lifts or moves light objects (up to 10 lbs.)
  • Walks, sits, or stands for extended periods.
  • Requires prolonged machine operation including vehicle, computer, and keyboard equipment.


This job description is intended to be generic in nature and describe the essential functions of the job.  It is not necessarily an exhaustive list of all duties and responsibilities.  The essential duties, functions and responsibilities, and overtime eligibility may vary based on the specific tasks assigned to the position.

All candidates must consent to an independent investigation of their background, references, past employment, education, criminal record, and drug screening.

ITG Brands provides equal employment opportunities to all employees and applicants without regard to race, color religion, sex, national origin, sexual orientation, disability, gender identity, protected veteran status, or other protected class.


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