Sr. Director, Customer Engagement & Loyalty

This hybrid position will be located at our Corporate Office in NYC. Expectations for hybrid in-office schedule is three days a week, typically Tuesday, Wednesday, and Thursday.

 

Foot Locker, Inc. is seeking a dynamic and strategic Senior Director of Customer Engagement & Loyalty to join our team! This role is responsible for building and growing our FLX Loyalty Program, overseeing our CRM and Lifecycle channels, and managing our owned channels (email, SMS, Push) across both first-party/native channels and third-party platforms. The role will focus on acquiring new members, increasing spend/member, enhancing customer engagement, and building a strong brand presence and customer connection through CRM, lifecyle, and owned channel strategies.,The right candidate has led a large scale loyalty and CRM programs in the retail space and has developed integrated marketing strategies that foster customer loyalty and creates channel/program plans that support business growth. They will work cross-functionally to create compelling campaigns, optimize channel performance, and ensure a seamless customer experience that aligns with each banner’s values. They have managed and led cross-functional teams, with a growth mindset and ambition to scale programs. They have strong interpersonal and account management skills, analytical capabilities and strategic acumen. Knowledge and interest in sneaker culture is a plus!

 

Applicants must be currently authorized to work in the United States on a full-time basis. At this time, Foot Locker will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization).

Responsibilities

• Build on and expand the value prop of FLX to become a best-in-class Loyalty program – that drives frequency and brand love.
• Scale the program with key acquisition levers and strategies while building strong incentives for guest retention and connection to the banners and our brand platforms.
• Integrate existing offer and CRM touchpoints to create a Lifecycle based approach that drives up spend/customer and rev/interaction.
• Lead the holistic customer communication strategy to drive growth and sales.
• Oversee CRM and Lifecycle marketing programs, inclusive of our owned media calendar, email and push marketing programs and strategies.
• Partner with data, digital, and brand teams to design lifecycle messaging, campaign triggers, and loyalty offers.
• Align lifecycle strategies with loyalty benefits, brand campaigns, and digital initiatives.
• Oversee testing, personalization, and optimization initiatives to improve engagement, retention, and conversion.
• Build a channel segmentation strategy that drives both acquisition and retention.
• Drive our channel marketing strategy that grows channel size in both subscribers and revenue contribution.
• Drive cross-functional readiness for loyalty program launches, campaigns, and peak periods.
• Influence senior leadership on loyalty and CRM strategies to embed retention into enterprise priorities.

Qualifications

• 8+ years in loyalty, CRM, or lifecycle marketing roles
• 3+ years experience as a people leader
• Proven track record of building or scaling loyalty and CRM programs that drive measurable business outcomes
• Strong lifecycle marketing expertise across email, SMS, push, and in-app
• Analytical mindset with the ability to connect data to business impact
• Excellent cross-functional leadership and communication skills, with proven ability to influence senior stakeholders
• Proven success in developing and executing a loyalty program, preferably within QSR, fast-casual, or related sectors
• Strong understanding of digital marketing tools, CRM, analytics, and performance metrics
• Excellent project management skills, with the ability to manage multiple campaigns and initiatives simultaneously
• Digital marketing, channel marketing, or retail marketing with a focus on digital channels

At Foot Locker, we value innovation, authenticity, and integrity in all that we do.  To uphold the security and fairness of our hiring process, we ask that candidates refrain from using AI tools, including ChatGPT, during interviews and assessments.  To ensure a smooth and secure experience, please review the following guidelines:

• Cameras must be on for all virtual interviews.
• AI tools are strictly prohibited during interviews or assessments.

We appreciate your understanding and cooperation as we work together to create a transparent and equitable hiring experience.

 

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Benefits

The annual base salary range is $200000 - $220000. This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive short term incentives that align with individual and company performance. Salary will be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Salary is one component of the Foot Locker, Inc. total compensation package, which includes the below.

 

Foot Locker Benefits:

Employee Discount

Paid Time Off

Paid Paternal Leave

Medical | Dental | Vision Coverage

401(k) | Roth 401(k)

Life Insurance

Flexible Spending Account

Opportunities for Advancement

Tuition Reimbursement for Qualified Courses

Strong Company Culture

Employee Resource Groups