Job Description

Capillary Technologies is the global leader in loyalty and customer relationship management solutions, and we are growing! Our exciting, culture-focused company is looking to add a Senior Strategy Consultant who embraces challenges, is eager to work with exciting clients, and enjoys being rewarded & recognized for their hard work. Working at Capillary means working with globally recognized companies to create cutting-edge solutions, all while enjoying industry-best benefits and perks.

Location: Minneapolis/St. Paul, Minnesota; Dallas/Fort Worth, TX

SUMMARY:

Capillary is seeking a loyalty strategy and customer experience specialist to join our growing Strategy team. Individuals on this team are expected to be comfortable knowing/reporting on the client’s business, anticipating/recommending program/ platform optimization, ensuring exemplary delivery, and creating high client satisfaction. The ideal candidate will demonstrate:

1. talent for program optimization/improvement, blending traditional loyalty mechanics with creative and innovative customer experiences;
2. interest in loyalty and CRM solutioning across business verticals – experience with video games and gaming (as a player and/or as a marketer) preferred;
3. passion for solving difficult business problems using qualitative and quantitative data-driven methods; and
4. keen interest in communicating and selling complex program evolution and improvements in a clear, precise, and actionable manner;
5. desire to integrate into the client’s ecosystem, to ’fret’ or ‘revel’ in their weekly comps, and to establish and maintain relationships with individuals at all levels of the organization.

ESSENTIAL DUTIES AND RESPONSIBILITES:

• Work as part of a team to understand the impact of the client’s programs on their business, align with the client on key strategies and markets, and ‘sell in’ optimization and evolution that nurtures loyalty and customer experiences;
• Work closely within a cross-functional environment that includes internal stakeholders (Consumer Insights leadership, Strategy, Digital, Creative and Technology) as well as external clients/stakeholders;
• Develop innovative & practical solutions that reflect our three core pillars of program design: (1) offer a compelling value proposition; (2) engineer enhanced Member experiences; and (3) cultivate emotional loyalty and engagement;
• Answer business questions by using appropriate techniques with available data;
• Interpret the results of analyses and communicate findings to internal and external stakeholders;
• Develop ‘best practices’ for answering frequently raised business questions and work within the team to productize or streamline these to gain economies of scale;
• Ensure the entire cross-functional team strives for ‘right-first-time’ implementation, campaign execution, and deployments;
• Travel to client sites for stakeholder meetings and collaboration as needed.

REQUIREMENTS:

• Bachelor’s degree in a relevant field (marketing, business, economics, social sciences or other relevant field);
• Experience in a loyalty strategy or CRM or customer experience role;
• Track record of strong delivery, with emphasis on meeting deadlines and ensuring accuracy, while injecting innovative thinking to enhance the quality of client deliverables;
• Passion for answering difficult business questions with qualitative and quantitative data driven methods;
• Knowledge of financial modeling, with ability to develop pro forma or ROI spreadsheets and communicate these to stakeholders with varying degrees of financial acumen;
• Experience with customer journey mapping, campaign planning and engineering unique consumer brand and customer experiences;
• Ability to communicate complex analysis in a clear, precise, actionable and visually appealing manner;
• Keen sense for striking the right balance between quantitative methodological precision and providing a timely answer to the business questions at hand;
• Willing to travel up to 10% of the time for business purposes (within state and out of state).

PREFERRED:

• MBA or advanced degree in relevant fields;
• 3+ years’ experience in a loyalty strategy or customer experience role;
• Experience leading enterprise-wide changes in loyalty and/or customer experience programs/platforms;
• Ideal candidate will be an avid gamer, familiar with different genres (e.g., sports, FPS, strategy, etc.) and gaming platforms.

LOCATION:

The right candidate can enjoy a hybrid WFH/WFO approach, working 3 days per week from home and 2 days a week from one of our regional offices (Dallas/Plano and Minneapolis).

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