Senior Manager, Loyalty & Customer Journeys

J.Jill is a national lifestyle brand that provides apparel, footwear and accessories designed to help its customers move through a full life with ease. The brand represents an easy, thoughtful, and inspired style that celebrates the totality of all women and designs its products with its core brand ethos in mind: keep it simple and make it matter. J. Jill offers a high touch customer experience through over 200 stores nationwide and a robust ecommerce platform. J.Jill is headquartered outside Boston.

As Senior Manager, Loyalty & Customer Journeys, you will lead the strategy, execution and optimization of marketing communication programs designed to drive customer retention, engagement and loyalty. This role will manage J.Jill’s private label credit card loyalty program, leveraging multi-channel marketing strategies, customer analytics, and actionable insights to achieve both customer-centric and financial goals. You will collaborate with the credit card provider and internal cross-functional teams to deliver effective and engaging customer lifecycle and loyalty communications.

Drive Customer Journey & Loyalty Strategy

• Create and execute annual marketing plans supporting the customer journey, and private label credit card initiatives to drive acquisition, usage and retention.
• Develop and lead integrated multi-channel marketing campaigns for the J.Jill Credit Card loyalty program and new customer acquisition through second purchase across digital, direct mail, catalog, and email.
• Develop segmentation opportunities across all customer marketing touch points.

Lead Cross-Functional Collaboration and Partnerships

• Act as the day-to-day lead with the credit card financial partner, ensuring alignment, performance tracking and regulatory requirements.
• Partner closely with internal teams - including channel owners, creative, and broader marketing - to align strategies and deliverables.

Deliver Insights, Optimization & Performance

• Design and manage robust test-and-learn strategies, including audience segmentation, messaging, and channel mix (digital, email, direct mail, catalog).
• Identify and prioritize growth opportunities through data analysis and customer insights.
• Regularly report on key program metrics—highlighting wins, challenges, and opportunities.

Manage Budgets and Champion Innovation

• Manage budgets related to loyalty and customer journey programs, ensuring initiatives stay on track financially.
• Stay informed of loyalty and customer engagement trends and apply best practices to evolve programs.

Benefits, Tailored for You.

• Bonus eligible and flexible hybrid work arrangements.
• 401(k) retirement plan with discretionary match and tuition reimbursement.
• Medical, dental, vision, company paid LTD/STD, and generous amount of paid time off.
• Office includes amenities such as a café, fitness center, free parking and Red Line shuttle.
• Generous associate discount; group discounts on auto, pet and homeowner insurance.
• Discount Marketplace for travel, consumer products, food, auto buying, etc.
• Associate resource groups.

Essential Skills & Experience:

• 7-10 years of marketing and loyalty strategy.
• Proven experience developing, managing and optimizing loyalty and customer retention programs.
• In-depth knowledge of managing private label programs.
• Deep experience building and optimizing multi-channel campaigns (digital, email, catalog, direct mail).
• Strong analytical skills with experience interpreting omnichannel customer behavior to draw actionable insights.
• Exceptional written and verbal communication skills for both customer-facing and internal use.
• Proven ability to manage multiple projects and foster collaboration to meet deadlines with precision.

Preferred Skills & Experience:

• Retail experience (stores and ecommerce).
• MBA or Master’s degree in Marketing or related field.
• Familiarity with CRM systems and tools.

Physical Requirements:

• Sedentary work, prolonged periods of time working at a desk on a computer.
• Light lifting may be required.

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of this position.

At J.Jill, we believe our associates should be seen, valued, and celebrated. We support the advancement of our associates by harnessing their unique contributions to grow and improve, and our success is guided by a culture that values keeping it simple and making it matter. J.Jill is an equal opportunity employer and is committed to providing an inclusive and professional workplace free from discrimination and harassment. All employment decisions at J.Jill are based solely upon business needs, job requirements and individual qualifications without regard to race, color, religion, sex, pregnancy and pregnancy related conditions, gender identity, gender expression, national origin, sexual orientation, sexual and reproductive health decisions, age, marital status, disability, genetic information, military or veteran status or any other legally protected status.  J.Jill provides reasonable accommodation to qualified individuals, in accordance with applicable laws.  If you need to inquire about an accommodation to assist with completing the application process, please email Talent.Acquisition@jjill.com