Snipes
Manager, Customer Loyalty & Experience
We live sneakers, streetwear, and neighborhood culture! All Day! Every Day! With more than 750 stores in Europe and the USA, SNIPES is one of the leading sneaker and streetwear retailers worldwide. Since opening its first store in Essen, Germany in 1998, SNIPES has been an integral part of street culture and is constantly growing thanks to its proximity to the community and regular openings worldwide. At SNIPES, everything revolves around youth culture. In stores and online at snipes.com and snipesusa.com, our community finds a wide range of internationally renowned sneakers and apparel brands for the latest fits from head to toe. We dive deep into subcultures, sponsor some of the biggest hip-hop festivals, events, and sports teams throughout the world to stay close to our community and keep our deep roots in the global street culture community. Therefore, we work closely with key figures from the scene like DJ Khaled, our Chief Creative Officer. But whether it's sponsorships or developing grassroots projects
we prioritize giving back to the community in everything we do. SNIPES has always kept an ear to the streets to create a meaningful impact in the communities we serve. Through our community program "SNIPES serves" and its localized approach we support the needs of our communities, empower, and celebrate our dynamic culture. Overview: Reporting to the Director of Customer Experience, the Manager of Customer Loyalty & Experience will lead and elevate our loyalty and CRM initiatives. This role is critical in connecting customer service, marketing, and technology through a deep understanding of our customer data. The ideal candidate will have a strong background in loyalty programs, CRM strategy, VOC and customer insights
and will thrive at the intersection of customer support and marketing performance. As a member of the Digital team, this person will serve as a key partner to the marketing team, helping us better segment, target and serve our customers across their full lifecycle and act as the connective tissue between the loyalty program and the experience we deliver every day. Responsibilities: CRM & Loyalty Program Strategy:
Drive the execution and evolution of our loyalty program, ensuring it delivers measurable value to both customers and the business. Develop customer segmentation strategies to support personalized engagement and drive repeat behavior. Partner with marketing and data teams to develop lifecycle messaging, campaign triggers, and loyalty offers based on customer behavior. Build reporting frameworks to track the performance of CRM initiatives (signups, engagement, redemption, ROI) and recommend optimizations. Advocate for loyalty members across the organization by embedding program feedback into broader CX efforts. Voice of the Customer (VOC):
Build and manage an integrated VOC program to gather actionable feedback across touchpoints. Analyze customer satisfaction metrics (CSAT, NPS) to identify pain points and opportunities for improvement. Present actionable insights to leadership to enhance the overall customer experience. Omni-Channel Customer Support:
Manage and coach our omni-channel support lead and help elevate our service standards across platforms (email, chat, social, Google reviews, app reviews). Create escalation and feedback loops that connect frontline issues to cross-functional action. Build training, documentation, and response playbooks to ensure brand consistency and customer-first resolution. Cross-Functional Collaboration:
Work closely with marketing, IT, store ops, and external partners to manage new workflows introduced through loyalty and CRM. Lead cross-functional efforts to quickly resolve issues, share learnings, and iterate on the program in real time during beta, soft launch, and Holiday scale-up. Qualifications: Bachelor's degree in business, Marketing, Communications, or related field. 5+ years of experience in customer experience, loyalty/CRM program management, or related roles. Strong understanding of CRM platforms, customer segmentation, and lifecycle marketing. Proven success in designing and executing VOC and loyalty programs. Strong leadership experience, with the ability to influence cross-functional teams. Excellent communication, organizational and data analysis skills. Experience working across digital and in-store customer experiences. Cultural Success Factors: Enthusiasm for the brand Consumer Obsessed Innovative Mindset Collaborative nature Skillful communicator Data-Driven Decision Making Adaptable and Flexible Disciplined and self-motivated Benefits with SNIPES: Generous Employee Discount Paid Holidays Summer Hours Hybrid work schedule PTO (Paid Time Off) Bonus Plan Affordable Health Insurance Retirement Contributions Snipes USA and all its subsidiary Companies are equal opportunity employers. We will not discriminate or make hiring decisions based on race, religion, creed, color, national origin, sex, political affiliation, sexual orientation, or any other criteria that would violate any Federal or State laws.
We live sneakers, streetwear, and neighborhood culture! All Day! Every Day! With more than 750 stores in Europe and the USA, SNIPES is one of the leading sneaker and streetwear retailers worldwide. Since opening its first store in Essen, Germany in 1998, SNIPES has been an integral part of street culture and is constantly growing thanks to its proximity to the community and regular openings worldwide. At SNIPES, everything revolves around youth culture. In stores and online at snipes.com and snipesusa.com, our community finds a wide range of internationally renowned sneakers and apparel brands for the latest fits from head to toe. We dive deep into subcultures, sponsor some of the biggest hip-hop festivals, events, and sports teams throughout the world to stay close to our community and keep our deep roots in the global street culture community. Therefore, we work closely with key figures from the scene like DJ Khaled, our Chief Creative Officer. But whether it's sponsorships or developing grassroots projects
we prioritize giving back to the community in everything we do. SNIPES has always kept an ear to the streets to create a meaningful impact in the communities we serve. Through our community program "SNIPES serves" and its localized approach we support the needs of our communities, empower, and celebrate our dynamic culture. Overview: Reporting to the Director of Customer Experience, the Manager of Customer Loyalty & Experience will lead and elevate our loyalty and CRM initiatives. This role is critical in connecting customer service, marketing, and technology through a deep understanding of our customer data. The ideal candidate will have a strong background in loyalty programs, CRM strategy, VOC and customer insights
and will thrive at the intersection of customer support and marketing performance. As a member of the Digital team, this person will serve as a key partner to the marketing team, helping us better segment, target and serve our customers across their full lifecycle and act as the connective tissue between the loyalty program and the experience we deliver every day. Responsibilities: CRM & Loyalty Program Strategy:
Drive the execution and evolution of our loyalty program, ensuring it delivers measurable value to both customers and the business. Develop customer segmentation strategies to support personalized engagement and drive repeat behavior. Partner with marketing and data teams to develop lifecycle messaging, campaign triggers, and loyalty offers based on customer behavior. Build reporting frameworks to track the performance of CRM initiatives (signups, engagement, redemption, ROI) and recommend optimizations. Advocate for loyalty members across the organization by embedding program feedback into broader CX efforts. Voice of the Customer (VOC):
Build and manage an integrated VOC program to gather actionable feedback across touchpoints. Analyze customer satisfaction metrics (CSAT, NPS) to identify pain points and opportunities for improvement. Present actionable insights to leadership to enhance the overall customer experience. Omni-Channel Customer Support:
Manage and coach our omni-channel support lead and help elevate our service standards across platforms (email, chat, social, Google reviews, app reviews). Create escalation and feedback loops that connect frontline issues to cross-functional action. Build training, documentation, and response playbooks to ensure brand consistency and customer-first resolution. Cross-Functional Collaboration:
Work closely with marketing, IT, store ops, and external partners to manage new workflows introduced through loyalty and CRM. Lead cross-functional efforts to quickly resolve issues, share learnings, and iterate on the program in real time during beta, soft launch, and Holiday scale-up. Qualifications: Bachelor's degree in business, Marketing, Communications, or related field. 5+ years of experience in customer experience, loyalty/CRM program management, or related roles. Strong understanding of CRM platforms, customer segmentation, and lifecycle marketing. Proven success in designing and executing VOC and loyalty programs. Strong leadership experience, with the ability to influence cross-functional teams. Excellent communication, organizational and data analysis skills. Experience working across digital and in-store customer experiences. Cultural Success Factors: Enthusiasm for the brand Consumer Obsessed Innovative Mindset Collaborative nature Skillful communicator Data-Driven Decision Making Adaptable and Flexible Disciplined and self-motivated Benefits with SNIPES: Generous Employee Discount Paid Holidays Summer Hours Hybrid work schedule PTO (Paid Time Off) Bonus Plan Affordable Health Insurance Retirement Contributions Snipes USA and all its subsidiary Companies are equal opportunity employers. We will not discriminate or make hiring decisions based on race, religion, creed, color, national origin, sex, political affiliation, sexual orientation, or any other criteria that would violate any Federal or State laws.