DescriptionPosition Summary: The Loyalty & App Program Manager will own the strategy and day-to-day execution of CardVault by Tom Brady's
app and loyalty ecosystem, ensuring it aligns with broader corporate marketing and brand goals. While maintaining a
fully functioning, accurate app is a core responsibility, the primary strategic priority of this role is the continual
expansion of our loyalty and rewards program - growing the ways customers earn and redeem points in order to
increase retention and drive repeat, point-based purchasing. This role does not require coding or hands-on
development - instead, it requires strong ownership instincts, cross-functional communication skills (internal and
external), and the ability to translate business goals into clear requirements that technical partners can execute
against. This is a Manager-level role with a defined growth path as the app and loyalty program expand in scope and
revenue impact.
As a Loyalty & App Program Manager, a typical day might include the following:
Representative but not exhaustive. Other duties may be assigned.
Strategy & Roadmap Ownership- Own the ongoing strategy for growing CardVault's loyalty and rewards program - identifying new ways for
customers to earn and spend points - as the primary driver of customer retention and repeat, point-based
purchasing. - Own the app/loyalty product roadmap end-to-end - from initial concept through launch, measurement, and
iteration - in partnership with the Director of Ecommerce, with loyalty/rewards expansion as a standing roadmap
priority alongside core app maintenance. - Translate corporate marketing campaigns and brand priorities into app-specific requirements, working closely
with marketing to ensure the app and rewards program reinforce broader CardVault initiatives. - Manage intake and prioritization of new app and loyalty initiatives, balancing marketing campaign timing against
technical feasibility and development partner bandwidth.
Development Partner & Cross-Functional Management- Serve as the day-to-day business owner of the relationship with our app development partner (e.g., our
loyalty/community platform team), managing priorities, deliverables, and performance against expectations. - Partner with Ecommerce and the Digital Marketing team, Finance, and IT/systems stakeholders to confirm app functionality (points, rewards, discounts, wallet balances) reconciles cleanly with financial and inventory systems.
- Work closely with the VIP team to scope, prioritize, and roll out app and loyalty features tailored specifically to the VIP customer cohort.
- Run cross-functional status meetings and development partner calls, ensuring action items are documented and closed out.
Execution, QA & Risk Management- Gather and prioritize feature requests and fixes from customer service, marketing, and ecommerce, then manage them through to resolution with technical partners.
- Own QA/UAT for new app features prior to launch, confirming functionality works as intended from a business and customer standpoint.
- Identify and escalate risks (financial, operational, compliance) tied to app functionality before they become bigger issues.
- Maintain documentation of app processes, workflows, and decisions so institutional knowledge doesn't live solely with our development partner.
Performance & Customer Experience- Track loyalty and rewards performance metrics (enrollment, engagement, points earned/redeemed, retention) and turn data into clear recommendations for growing program participation.
- Continually identify and pitch new loyalty/rewards mechanics, campaigns, and earning opportunities designed to increase customer retention and encourage point-based purchasing.
- Act as the internal "voice of the customer" for the app and rewards experience, flagging friction points and growth opportunities.
- Lead go-to-market planning for new app features or loyalty program expansions in partnership with marketing, aligning rollout timing to campaign strategy.
RequirementsThis job might be for you if you demonstrate the following abilities and meet the following qualifications:
- 2-4 years of experience in product management, ecommerce, loyalty/rewards, digital marketing, or a related operational role (technical/engineering background not required).
- Strong cross-functional communication skills (internal and external), including experience holding development partners accountable to deliverables.
- Strong organizational and project management skills - comfortable owning a process from idea to launch to iteration.
- Ability to translate business/marketing goals into requirements for technical teams without writing code.
- Clear communicator, comfortable presenting to senior stakeholders, including Finance.
- Detail-oriented, with a strong sense of ownership over data integrity and financial accuracy as they relate to app functionality.
- Experience with Shopify, loyalty platforms, or ecommerce operations a plus, not required.
- A growth mindset toward loyalty and rewards programs - genuinely curious about what drives customer retention and repeat purchasing, and motivated to keep expanding the program rather than simply maintaining it.
- Bachelor's degree in business, marketing, or a related field preferred, or equivalent practical experience.
Physical Demands / Work Environment / Hours:
- This is a hybrid role based out of the Boston, MA office, with standard business-hours availability.
- Primarily desk-based work requiring regular computer use and cross-functional meetings
- May require occasional flexibility to support development partner calls, launches, or promotional periods outside standard hours.
- Occasional travel for development partner meetings may be required.
