Customer Loyalty & Retention Lead

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The Customer Loyalty & Retention Lead role is primarily responsible for driving revenue by generating
incremental sales among the existing customer base. They will oversee the development and
implementation of retention and CRM initiatives across multiple touch-points to drive repeat sales, win back
lapsed customers, increase customer lifetime value and improve overall brand perception

 

What’s our Dish - About Us 

Announced in May 2018, Peapod Digital Labs is an Ahold Delhaize USA company that will serve as the engine that powers U.S. ecommerce and digital strategies. Peapod Digital Labs will accelerate growth in digital and personalization capabilities for the great local brands of Ahold Delhaize USA and will serve as the innovation lab for the U.S. portfolio of companies, driving digital and eCommerce innovation, technology and experience to meet the changing needs of customers of Ahold Delhaize USA’s local brands, regardless of when, where and how consumers choose to shop. Peapod continues to be a consumer-facing eCommerce brand, and is part of Peapod Digital Labs, focused on growing Peapod sales to consumers. 

 

Recipe for Success - What's “in store” for the role  

  • Work in close partnership with DiPLA to utilize customer transaction data – both Peapod and across ADUSA
    brick & mortar – to define segmentation model including integration of customer lifetime value. Additionally,
    direct research and analytic efforts to understand retention/churn drivers and win-back/up-sell opportunities.
  • Identify retention and revenue generating opportunities based on in-depth understanding of segment shifting
    trends.
  • Drive in-depth understanding of shopper motivations and barriers to repeat or repurchase, highlighting relevant
    differences across the segments.
  • Champion existing customer segmentation insights across broader organization with emphasis on informing
    future acquisition opportunities (e.g. look-a-like modeling), product assortment and service expectations.
  • Design and implement new strategies that enhance the customer journey. Initial current-state mapping through
    to proposed future state. Understand how customer perceptions and company actions intersect.
  • Provide leadership to team in delivering strong seasonal loyalty programs with focus on establishing robust
    KPI's and effective targeting and offer strategies built on the customer segmentation model.
  • Develop a CRM roadmap/strategy that can support current business needs as well as outlining new
    requirements based on ‘future state’.
  • Set a strong, consumer insight-based rationale and strategic framework for the promotional calendar as it
    relates to customer segments.

 

The Essentials In Your Cart - The required ingredients 

 

  • 10-12+ years experience
  • 3+ years experience managing people
  • Heavy marketing/CRM experience, including leading customer loyalty and direct marketing programs
  • Experience driving organizational culture that instills focus on customer satisfaction by continuously
    improving services, processes, systems and collaborative capabilities.
  • Experience developing and implementing a customer loyalty program.
  • Proven track record of success with metric driven results.
  • Track record of driving results through cross-functional collaboration

 

Extra Spices - What you should bring to the table  

 

  • Forward thinking, make things happen business approach. Seeks out problems and
    opportunities for change. Approaches work objectives with a sense of urgency and passion,
    and a dedication to exceed performance expectations.
  • Able to think through problem solutions, sell cooperative solution agendas, and integrate 
    internal/external efficiencies.
  • Responsibility for development and execution of budget and timeline deliverables

 

Join Us at Our Table - PDL Life 

Peapod Digital Labs is forward thinking company with a strong heritage and recognizes who powers our progress – our people! We offer a great variety of benefits and perks to our employees that includes great choice of health care options, including PPO and HSA plans (with company contributions), dental, vision flexible spending accounts, a 401k with strong company match and immediate vesting, generous and flexible paid time off, and great employee discount on your groceries. Oh yeah, and snacks & drinks of course! 

 You must be authorized to work in the United States to be eligible for consideration for employment. Peapod is an Equal Opportunity Employer M/F/D/V.  

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ScalaLanguages
    • AzureLanguages
    • jQueryLibraries
    • AngularJSFrameworks
    • SpringFrameworks
    • Vue.JSFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases

Location

Right next to Union Station, we are easy to get too and surrounded by food in Downtown and the West Loop.

What are Peapod Digital Labs Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement

Additional Perks + Benefits

Building a cutting edge eCommmerce center of excellence means our teams need to focus on their work challenges, not whether their benefits are activated. With a one-stop shop for online benefit management, competitive bonus potential, and a flexible, brand new office, our employees are able to focus on making the customer experience amazing.

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