Senior Director Retention and CRM
BJ's Wholesale Club,Inc.
BJ's Home Office, MA #5997
hace 11 horas

Join a team of more than 25,000 team members, comprised of our home office and over 215 clubs and 3 distribution centers in 17 states.

We’re committed to delivering value and convenience to our Members, helping them save every day on everything they need for their family and home.

BJ’s Wholesale Club offers a collaborative, team-oriented environment where all team members can learn, grow and excel.

The Sr Director, Member Engagement and Growth will lead the team responsible for driving member loyalty and engagement with our clubs.

Based on loyalty This Sr. Director will : construct unique offers, define member benefits, deploy a range of marketing tactics, and oversee creative executions to deliver increased loyalty, renewals and member lifetime value.

This leader will partner closely with our analytics and IT teams to develop models and promotional platforms that improve BJ’s targeting and offer capabilities, including on the Adobe platform.

This leader will also be accountable for developing annual marketing plans that can be taken from strategy to concept to implementation, and then assessed for ROI.

Responsibilities and Key Accountabilities

  • Develop a new personalized offer roadmap for both tenured and 1st year (new) members across multi-channels including Direct Mail, Email, Online, POS, and in-club membership desk.
  • Work with field teams and operations to champion retention efforts in-club, and work with IT partners on new customer facing retention capabilities.
  • Manage the marketing and creative vision for retention marketing and promotional campaigns. Be able to produce direct marketing messaging that feels personalized and impactful.
  • Direct responsibility for growing the BJ’s Easy Renewal program with strong marketing efforts and backend IT capabilities for our online and in-club channels.
  • Champion the efforts to build out a robust promotional platform to provide the ultimate in personalized offers to our members.
  • Directly lead a team of at least 4 team members as well as contractors and many internal and external cross-functional partners.
  • Manage a multi-million-dollar retention budget and oversee the business cases for new investments related to retention and CRM.
  • Develop culture of testing discipline, research and data-driven decisions.


  • Deep understanding of loyalty economics and life time value
  • Experience in loyalty programs and / or membership-based environments
  • Ability to balance creativity and innovation with being analytical and financially astute
  • Bachelor's Degree required and Master's Degree strongly preferred
  • Experience in loyalty programs and / or membership-based environments
  • Strong people leader who can motivate a team and lead by example
  • Ability to influence internal and external teams and make your business cases known
  • Must have direct marketing experience across multi-channels
  • Experience working with IT teams on new capabilities from concept to inception
  • Ability to test and optimize data-driven strategies to drive personalization.
  • Working experience or knowledge of predictive analytics a plus
  • Minimum of 8 years leading CRM programs with a successful track record of success
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