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Director, Loyalty Strategy

A great experience starts with you!

Join our team to help create and develop the future of live entertainment and sports in Orange County!

Once you've had a chance to explore our current open positions, apply to the ones you feel best suit you, as an applicant, you can always see your application status in your profile.

Mission: To enrich the lives in our community through shared experiences, welcoming spaces, and responsible actions.

Vision: We will be the social and entertainment center of Orange County – a place where the cultural kaleidoscope of the region converges and connects.  Our vibrant, rich collection of experiences will celebrate the diversity of our community.

Values: Be Safe | Do the Right Thing | Be Generous | Include Everyone | Make it Easy | Be Bold

Job Title:

Director, Loyalty Strategy

Pay Details:

The annual base salary range for this position in California is $150,000 to $175,000 per year. The starting pay for the successful candidate depends on various job-related factors, including but not limited to the candidate’s geographic location, job-related knowledge, skills, experience, education/training, internal value, peer equity, external market demands, and organizational considerations.

The Director of Loyalty Strategy at OCVIBE will architect a cutting-edge, data-driven loyalty ecosystem that will connect the variety of businesses, users and experiences that will be brought to life across OCVIBE. This role will lead the strategic direction for a next-generation loyalty experience, seamlessly integrating personalized offers, digital engagement, and omnichannel customer touchpoints. The ideal candidate will blend innovation, data-driven decision-making, and customer-centricity to transform loyalty into a powerful business growth engine.  Additionally, the role will drive the development and execution of data-driven campaigns that enhance the overall customer journey, increase retention, and boost brand advocacy. ​​

Responsibilities

Loyalty Program Strategy & Management

  • Develop and execute a comprehensive loyalty strategy across the Anaheim Ducks, Honda Center, and OCVIBE business entities to drive customer retention, lifetime value, and brand advocacy

  • Leverage expertise in mobile loyalty app technology to create seamless, personalized, and engaging experiences that enhance customer interaction and program adoption

  • Oversee the design and implementation of loyalty programs, ensuring alignment with business objectives while preserving the goals and objectives of the district and Ducks team-specific initiatives

  • Oversee the design and implementation of customer loyalty programs, ensuring they align with business objectives and customer needs, with a strong emphasis on integrating loyalty initiatives into the mobile app experience

  • Identify and implement monetization strategies within the loyalty program, including partnerships, paid memberships, or premium tiered rewards

  • Continuously analyze program performance and recommend enhancements based on customer insights, market trends, and emerging innovations in digital loyalty

  • Stay ahead of industry trends by evaluating emerging technologies such as blockchain, Web3, AI-driven automation, and predictive analytics to future-proof the loyalty program

Marketing Leadership & Campaign Execution

  • Develop and execute integrated marketing campaigns across digital, social, in-venue, and traditional channels to support business objectives

  • Collaborate with cross-functional teams, including brand, creative, product, and analytics, to deliver cohesive marketing experiences

  • Lead CRM initiatives, leveraging customer data to deliver personalized experiences and communications

  • Ensure loyalty experiences are deeply integrated across in-venue experiences, e-commerce, ticketing, food & beverage, and other customer touchpoints

Mobile App Strategy & Growth

  • Lead the evolution and growth of the mobile app as a key engagement and revenue channel, positioning it as a primary driver of customer loyalty

  • Collaborate with App product and technology teams to ensure the app delivers a seamless, user-centric experience

  • Develop app-exclusive experiences, gamification elements, and interactive content to deepen engagement and differentiate the brand

  • Drive app adoption, engagement, and retention through targeted marketing initiatives and strategic partnerships

Data-Driven Decision Making

  • Define and track key performance indicators (KPIs) to measure loyalty program effectiveness, including customer retention rates, engagement metrics, revenue contribution, and return on investment (ROI)

  • Utilize data analytics and insights to optimize marketing strategies and improve ROI

  • Leverage AI and machine learning for predictive personalization, delivering tailored rewards, content, and offers based on behavioral insights

  • Stay informed of industry trends, customer behavior, and competitive activity to ensure the company remains ahead of the curve

Leadership & Team Management

  • Build and lead a team focused on loyalty innovation, CRM optimization, and cross-channel engagement, ensuring best-in-class customer experiences

  • Work in close collaboration with Anaheim Ducks loyalty leadership to ensure alignment with The Mighty’s goals and maintain a tailored experience for sports fans

  • Serve as the key advisor on customer loyalty and engagement for senior leadership, ensuring strategies align with overarching business goals

  • Work closely with technology partners to select, integrate, and optimize loyalty platforms, ensuring scalability and seamless user experiences

Skills

  • Bachelor’s degree in Marketing, Business Administration, or a related field

  • MBA preferred

  • 8+ years of experience in Marketing, Loyalty, and Digital Strategy roles, with at least 5 years in a leadership position

  • Proven experience managing loyalty programs and mobile app strategies with a track record of increasing customer engagement and revenue

  • Experience in consumer real estate, specifically mixed-use entertainment complexes or districts, is a plus

  • Experience identifying and implementing monetization strategies within loyalty programs

  • Strong understanding of CRM/Loyalty platforms, customer segmentation, AI-driven personalization, and data-driven marketing

  • Deep understanding of omnichannel engagement strategies, including in-venue, digital, and e-commerce integrations

  • Exceptional leadership, communication, and project management skills

Knowledge, Skills and Experience

Education - Bachelor's Degree

Experience Required – 8+ Years

This position is on-site.

Company:

OC Sports & Entertainment, LLC

Our Commitment:

We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, medical condition or any protected category prohibited by local, state or federal laws.  We are firm believers that diversity and inclusion among our team members are critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

Thanks for your interest in becoming part of ocV!BE!

Average salary estimate

$162500 / YEARLY (est.)
min
max
$150000K
$175000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Director, Loyalty Strategy, Anaheim Ducks

Are you ready to lead the charge in redefining loyalty strategies? Join OC Sports & Entertainment as the Director of Loyalty Strategy and be a key player in shaping an unparalleled experience in live entertainment and sports in Anaheim. Our mission is to create enriching experiences that bring the community together, and you will be at the heart of this mission. In this role, you’ll craft a cutting-edge, data-driven loyalty ecosystem that spans various channels and connects our diverse customer base. You will not only develop loyalty programs that add real value but also implement innovative strategies using mobile app technology to enhance user engagement. Collaborating with internal teams, including marketing and analytics, you'll execute campaigns that truly resonate with our fans. You’re not just applying for a job; you’re joining a vibrant team committed to making Orange County the go-to entertainment hub. Your strong leadership skills and expertise in customer relations will ensure we deliver best-in-class experiences, all while driving retention and business growth. With a salary range of $150,000 to $175,000, this position offers a fantastic opportunity for professional development and impact. If you’ve got a knack for blending innovation with customer-centric strategies, we’d love to hear from you!

Frequently Asked Questions (FAQs) for Director, Loyalty Strategy Role at Anaheim Ducks
What are the main responsibilities of the Director, Loyalty Strategy at OC Sports & Entertainment?

The Director, Loyalty Strategy at OC Sports & Entertainment is responsible for developing and executing comprehensive loyalty strategies that enhance customer retention and brand advocacy. This includes overseeing loyalty program design, leveraging mobile app technology to enhance user engagement, and leading integrated marketing campaigns. You will collaborate with a range of cross-functional teams to ensure a seamless customer journey across all touchpoints.

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What qualifications do I need to apply for the Director, Loyalty Strategy position at OC Sports & Entertainment?

To apply for the Director, Loyalty Strategy position at OC Sports & Entertainment, you should hold a Bachelor’s degree in Marketing, Business Administration, or a related field, with an MBA preferred. A minimum of 8 years in Marketing and Loyalty roles, including at least 5 years in a leadership position, is essential. Proven experience managing loyalty programs and mobile app strategies is a must.

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How does the Director, Loyalty Strategy contribute to customer engagement at OC Sports & Entertainment?

As the Director, Loyalty Strategy, you'll be essential in transforming loyalty into a growth engine through data-driven decision-making. You'll design personalized offers, oversee marketing initiatives, and implement omnichannel engagement strategies that cater to diverse customer needs, ultimately enhancing the overall customer experience.

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What skills are essential for success as the Director of Loyalty Strategy at OC Sports & Entertainment?

Key skills for success as the Director of Loyalty Strategy include strong leadership abilities, a profound understanding of CRM and loyalty platforms, expertise in data-driven marketing, and a deep familiarity with omnichannel engagement strategies. Additionally, exceptional communication and project management skills are crucial for ensuring cohesive team collaboration.

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What can I expect from the work environment at OC Sports & Entertainment as a Director, Loyalty Strategy?

At OC Sports & Entertainment, you can expect a collaborative and inclusive work environment that values diversity. The team is dedicated to mutual respect and equal opportunities for all, and you will play a pivotal role in a dynamic and creative setting that prioritizes innovation and community engagement.

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Common Interview Questions for Director, Loyalty Strategy
Can you explain your experience with developing loyalty programs?

In discussing your experience developing loyalty programs, be sure to highlight specific programs you’ve managed, detailing the strategies you implemented and the results achieved. Emphasize your ability to analyze data and gather insights that informed tactical decisions.

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How do you leverage mobile technologies in loyalty strategies?

When answering this question, share examples of how you've utilized mobile app features to engage customers, such as push notifications, exclusive rewards, or gamification. Discuss the importance of creating user-friendly experiences that enhance customer participation.

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What metrics do you consider most important for assessing loyalty program success?

In your response, focus on specific KPIs such as customer retention rates, engagement metrics, revenue contributions, and ROI. Explain how you use these metrics to make data-driven improvements to loyalty initiatives.

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Describe a successful marketing campaign you led related to loyalty.

Articulate a recent marketing campaign that involved a loyalty component, outlining the campaign's objective, your strategy, and the results. Be sure to discuss cross-functional collaboration and how you utilized customer insights to enhance the campaign.

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What challenges have you faced in implementing loyalty strategies?

Be honest about any obstacles you've encountered, such as integrating new technologies or resistance to change within your organization. Discuss how you overcame these challenges and what you learned from the experience.

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How do you ensure that the loyalty program meets customer needs?

Talk about your methods for gathering customer feedback, such as surveys or focus groups, and how this feedback shapes your loyalty program strategy. Emphasize a commitment to align offerings with customer preferences.

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What innovations do you foresee impacting loyalty programs in the near future?

Discuss emerging technologies like AI, blockchain, or personalized marketing. Share your thoughts on how these innovations can be harnessed to enhance customer experience and drive engagement in loyalty programs.

Join Rise to see the full answer
How do you approach team leadership in your role as a Director of Loyalty Strategy?

Your response could focus on your leadership style, how you foster collaboration among team members, and your approach to mentoring. Provide examples of how you’ve successfully led teams to achieve common goals.

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What strategies do you use to analyze customer behavior within loyalty programs?

Describe your proficiency with analytics tools and your methodology for segmenting customer data to inform loyalty strategies. Highlight how you leverage insights to personalize customer interactions.

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Why do you think loyalty programs are essential for businesses today?

In your answer, highlight the role loyalty programs play in building customer relationships and driving retention. Discuss how they contribute to long-term profitability and create a competitive edge in the marketplace.

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Officially these Ducks are no longer Mighty, but they are still a pretty good hockey team. Formerly known as The Mighty Ducks of Anaheim, the Anaheim Ducks Hockey Club joined the National Hockey League as an expansion team in 1993. Anaheim made it...

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Full-time, on-site
DATE POSTED
April 5, 2025

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