Director, Loyalty & Customer Innovation

Your Impact

The Director of Loyalty & Customer Innovation is responsible for developing and executing cutting-edge strategies to drive customer loyalty and engagement. The Director will spearhead the innovation of loyalty and customer initiatives, leveraging emerging technologies, data insights, partnerships and customer behaviors to create compelling loyalty value and experiences. The Director will collaborate cross-functionally to deliver high-impact solutions that increase customer retention, advocacy, and lifetime value. As part of the Loyalty & Customer Marketing team, the Director of Loyalty & Customer Innovation creates and drives key strategies for scaling and commercialization, informed by customer research and the identification of external, value-add opportunities. This role will also serve as a key connector to the Enterprise Strategy group, ensuring alignment of our loyalty ecosystem evolution and impact.

What you will do

Synthesize insights into meaningful innovative strategies and concepts through independently performing advanced research and analysis

Creates an informed program strategy for scaling and commercialization opportunities by leveraging customer research and external market canvases

Proactively promotes collaboration and awareness of emerging trends, external opportunities, and initiatives with Loyalty and Strategy team and enterprise stakeholders

Collaborates cross-functionally with and influences SVP, VP, and director-level stakeholders and their support functions to accelerate strategic business initiatives

Structures and presents impactful, highly visible executive-level presentations summarizing actionable insights and recommendations

Identifies and plans all functional support and sets and maintains a high bar for customer-first experiences by working closely with cross-functional partners

Partners with Finance team to develop business cases for new programs and initiatives ensuring financial feasibility

Assesses operational feasibility for store associates and customers by working strategically with the Store Operations team on all initiatives

Collaborates with Digital teams to outline customer experience requirements and ensure a seamless integrated digital experience

Drives identification and development of key partners in support of loyalty strategy and business needs, in collaboration with the Enterprise Strategy team

Initiates and manages partner conversations and negotiations in accordance with loyalty innovation strategy

Understands and assesses partnership integration requirements taking into account feasibility for both Lowe’s and external partners

Develops and maintains strong relationships with key stakeholders across the business and external markets

Required Qualifications:

Bachelors Degree Business, Strategy, Marketing, Communications or related field (or equivalent work experience in a related field) and 10-12 Years Experience in General Business

8 Years Experience in one or more of the following fields: Strategy, Product Management, Marketing

8 years in an innovation or start-up environment

5-7 Years Leadership experience with direct or indirect reporting

3-5 Years Experience leading cross functional teams, large projects or team development and influencing leadership

1-2 Years Experience managing operation or strategic project/programs inclusive of financial budgets and defined workstreams

1-2 Years Experience working on projects/programs requiring integration of cross functional business solutions

About Lowe’s

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com.

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.