VP, Customer Engagement

About the role

The Vice President of Customer Engagement will lead Bloomingdale’s loyalty and CRM strategy, turning the Loyallist program into a growth engine that drives retention, spend and lifetime value.

Key responsibilities

• Own the Loyallist program end‑to‑end, including tier architecture, earn‑and‑burn mechanics, benefit design and enrollment strategy.
• Develop and execute a multi‑year roadmap to grow enrollment, deepen tier penetration and increase program‑driven sales.
• Lead the annual and seasonal benefit calendar, ensuring offers are differentiated, brand‑aligned and commercially effective.
• Build business cases for program investments by modelling lifetime‑value impact of tier upgrades, benefit enhancements and enrollment growth.
• Partner with Customer Strategy, Analytics & Measurement to align segmentation and LTV frameworks with program design.
• Serve as primary strategic owner of the credit co‑brand relationship, representing Bloomingdale’s in partner negotiations, benefit planning and joint marketing.

Required profile

• Proven senior leadership experience in loyalty, CRM or customer‑engagement strategy within a retail or consumer‑focused organization.
• Strong analytical mindset with ability to translate customer economics (LTV, churn, tier migration) into growth initiatives.
• Demonstrated ability to influence C‑suite and finance partners with rigorous business cases.
• Experience navigating matrixed enterprises and building high‑performing cross‑functional teams.

Required skills