Position available at #1 Cochran Buick GMC, Inc. in Pittsburgh, PA.  Work closely with management and our growing Marketing & Brand team and leverage data science to identify customer needs and create customer segments to effectively grow revenue.  Will also provide advice and guidance on a CRM strategy that successfully engages and retains customers from purchase to repurchase.  Responsible for the following duties:

• Collaborate with the VP & Chief Brand Officer in defining and establishing a vision, roadmaps, strategic plans, and procedures for the creation and development of effective customer loyalty and engagement program using customer research and projected business impact.
• Participate in research and focus groups, conduct data analysis, and discern common themes and patterns within available customer feedback to fully understand the customer's voice, and design, develop, and execute customer loyalty and engagement strategies.
• Advise management and staff in the development and execution of overall customer loyalty program, including personalization strategies, customer feedback tools, triggered user journeys, communications cadence, and efficient, user-friendly call routing protocols. Ensure program success and efficiency by partnering in resource discussions, training, content development, scripting, and survey creation.
• Identify and establish detailed business requirements that effectively capture the Loyalty Program's vision and future iterations; align these requirements with executive and senior leadership goals and objectives.
• Monitor and deliver program performance results and reports. Determine key motivators, success metrics and KPIs; forecast/identify areas of opportunity and share top loyalty consumer behaviors. 
• Develop and establish strategies and procedures to grow program enrollment, increase retention and minimize churn.
• Develop persuasive and logical business cases for proposed loyalty initiatives and provide supporting data and information for business decisions related to customer loyalty.
• Benchmark externally on competitive and best-in-class companies to glean insights that can be used regularly to enhance and improve customer loyalty strategies;
• Local telecommuting allowed up to 2 days per week.

Requirements:  Bachelor's degree in Marketing, Business, Commerce or a related field.  Must have five (5) years of work experience in managing loyalty programs, CRM strategies, data segmentation, marketing automation and customer lifecycle journeys.  Must be knowledgeable of the following: (1) Applying data science to measure and focus on business KPIs to effectively prioritize projects based on potential business impact; (2) Digital deployment of loyalty programs, including mobile app-based programs; and (3) Agile development practices, user experience and actionable customer needs statements.

Please send resumes to:  Ms. Courtney Halle at challe@cochran.com with job title Director -- Customer Loyalty in subject line.