Senior Manager, Loyalty Solutions

Job Description:

The Loyalty Solutions team plays a critical role in creating and delivering solutions and capabilities that drive client loyalty, engagement and customer development across Brokerage, Wealth and Workplace. The Senior Manager of Loyalty and Rewards Programs supports the creation of client development and/or loyalty experiences that reward desired behaviors and outcomes and recognize milestones achieved. Reporting to the VP of Accelerating Customer Development, Appreciation and Recognition, this role will work in close partnership with Commercialization, Marketing and Delivery Teams across Wealth, Brokerage and Workplace. The successful Senior Manager will possess a 'one Fidelity' customer attitude, a collaborative approach, strong attention to detail and execution-mindset.

Role Summary:

The Senior Manager of Loyalty Solutions will support the commercialization efforts for rewards, incentives and recognition for aligned Product Area(s) or Domains. They will bring market and industry knowledge to understand customer needs and expectations, changes in markets and competitors. This role will partner across multiple Commercialization, Delivery and Marketing teams to build and support use cases designed to drive customer development and loyalty outcomes. They will partner closely with the VP of Accelerating Customer Development, Appreciation and Recognition and the two Directors on the team, to define, document, launch and socialize learnings from the use case development.

• Collaborate with business and marketing team members in the building of business plans inclusive of revenue modeling, pricing, and expenses while jointly setting priority, sequencing and phasing of deliverables, and defining the go-to-market strategy with key value propositions
• Creates and maintains project schedules to track deliverables and timelines for the cross-functional Loyalty team.
• Support execution plans for use cases inclusive of business requirements, customer journey mapping, solution development and insights and findings.
• Support use cases from end to end managing in production activities including client, rep and business lead feedback and field readiness and support
• Deliver on Programs/Projects consistently, on time with high quality through strong partnership with delivery, analytics and marketing teams reflecting multiple stakeholder needs
• Ability to partner closely with Loyalty Directors and Delivery team members to define detailed requirements to support use cases. Translate needs of the business to technical requirements in partnership with Delivery leaders.
• Maintain detailed documentation across our shared platforms, provide follow up notes and next steps and be the source of truth of the Loyalty Solutions strategy team

• Bachelor's degree required with significant coursework in business, marketing, and/or finance

• 3-5 years of general marketing, product development, loyalty/CRM, and/or strategy experience, ideally in financial services
• Self-directed with strong facilitation skills that empower cross-functional teams by planning and prioritizing work, providing clear direction, and maintaining clear communications with team members and partners
• Forward-thinker who quickly understands the context and develops solutions, drafts scenarios, develops requirements and builds overall business case, roadmap and implementation plan

• Excellent written and verbal communications, attention to detail and ability to implement standard documentation practices
• Thrives in a fast-paced, deadline driven environment