Overview:
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.
AI & Innovation
- Proactively identify opportunities where AI tools can reduce manual effort, improve accuracy, or accelerate workflows across your team's day-to-day work.
- Test and pilot AI-powered solutions relevant to your role; document findings and share learnings with colleagues to build team-wide capability.
- Partner with cross-functional teammates to develop and refine AI-assisted processes that are practical, scalable, and aligned with WS standards.