Director, Strategic Services – Loyalty Operations

The Lacek Group (TLG), a specialty agency of Ogilvy & Mather, is a fast-growing loyalty and customer engagement agency. We work at the intersection of brands, data, and creativity to help industry-leading companies build and strengthen relationships with their best customers.

As a Director in the loyalty operations function of our Strategic Services team, you will be contributing to the development of customer marketing strategy on behalf of TLG’s clients and leading loyalty implementation and operations projects. In leveraging your deep understanding of clients and industries, you’ll be responsible for providing strategic input and recommendations for the team. You will also enjoy building robust client relationships.

Key Responsibilities
•     Manage the implementation and operational coordination of loyalty programs for clients. Partner with Strategic Services and Client Services teams on overall project delivery
•     Provide strategic recommendations on critical elements of program design and implementation, including program qualifications, benefit delivery, program terms and conditions, development of program KPIs and measurement
•     Own and manage agency client-facing documentation such as the program implementation work plan and benefit/feature planning documents
•     Work directly with clients and program stakeholders to achieve decisions on program recommendations, and ensure progress based on the work plan to meet program launch dates
•     Create the strategic foundation for customer engagement strategies and communication plans
•     Support new business development with strategic insights, concept generation, customer research and case study development
•     Contribute to TLG thought leadership in the loyalty and customer engagement space
•     Maintain excellent familiarity with the loyalty and customer engagement space

•     Bachelor’s degree in Business, Marketing, Economics, Finance or related field
•     8+ years of relevant marketing experience
•     Deep experience with loyalty programs, customer engagement, customer analysis, business metrics, program and promotional tracking & evaluation required
•     Able to build deep client and industry knowledge, and identify trends, gaps and opportunities from data and client/industry information
•     Agency experience is preferred, but strategic client-side experience will also be considered
•     Able to lead marketing projects. Loyalty program implementation and operations experience ideal
•     Good listener with demonstrated experience building positive client relationships
•     Strong storytelling and presentation development skills, and ability to lead client meetings
•     Comfortable with ambiguity; able to change direction when required by client or project needs
•     Up to 25% travel

You’ll love working at The Lacek Group – smart people, great environment, engaging culture, comprehensive benefits and fantastic growth opportunities. Your confidential inquiry is encouraged.

Please apply online at:

The Lacek Group
900 2nd Avenue South, Suite 1800
Minneapolis, MN 55402

The Lacek Group is an Equal Opportunity Employer