Reporting to the Director of Customer Retention, the Program Manager, Loyalty will own our loyalty program end to end across both the GARAGE and DYNAMITE brands. This is a true ownership role: you will hold P&L accountability for the program, shape the long-term vision, lead a team, and work at the intersection of customer data, retention strategy, and experience design.

Sitting within the Customer Retention function, you will serve as a key voice in understanding and retaining our customer base. You will partner closely with the teams and platforms that power our data ecosystem while leveraging a deep understanding of customer behaviour to make the loyalty program experience distinctly unique to GARAGE and DYNAMITE.

Main Responsibilities:

• Own loyalty program vision, business case, P&L, ROI, and performance;
• Define program economics, rewards strategy, tier benefits, and value proposition;
• Build forecasting models and multi-year projections;
• Drive member growth, retention, engagement, and added incremental revenue;
• Build and maintain a deep understanding of loyalty member cohorts, including CLV modelling, purchase frequency, cross-brand behaviour, and at-risk identification;
• Translate data insights into actionable program decisions: tier progression, earning mechanics, redemption incentives, and churn interventions;
• Partner with CRM and Customer Analytics to build segmentation frameworks that inform personalization, lifecycle targeting, and retention opportunities across the member base;
• Craft and own the end-to-end member experience and community events, including execution across all online and offline channels;
• Ensure program consistency across the two brands, while keeping GARAGE and DYNAMITE offerings distinct and on brand;
• Lead and galvanize stakeholders across CRM, Marketing, E-commerce, Retail, Finance, and Technology;
• Support the development of direct reports.

Qualifications:

• 6–10 years of experience in loyalty, CRM, customer strategy, management consulting or a related field, ideally within an omni-channel, international, and/or multi-brand retail, fashion, or consumer environment;
• Educational background in marketing, business, economics, or related field; MBA preferred;
• Demonstrated P&L ownership and/or annual planning experience, with the ability to build business case decks from the ground up;
• Strong hands-on analytical skills, and the ability to translate customer insights into tangible program improvements and measurable outcomes;
• Excellent communication and stakeholder management skills, able to speak the language of tech/data teams as fluently as that of executive leadership;
• A genuine passion for the customer experience and an eye for what makes a loyalty program feel meaningful, not just transactional;
• Proven experience in team management.

At GDI, you will be part of a growing organization that understands the importance of investing in people and offers you:

• A comprehensive compensation package that includes performance-driven bonuses;
• A group retirement savings program with employer matching;
• Flexible group insurance with personalized coverage that meets your needs;
• An employee discount at Garage and Dynamite;
• Exclusive private sample sales;
• A flexible vacation policy;
• And more!

Candidates that are retained will be called for an interview.#NR-LI1