L. L. Bean
Marketing
LoyaltyProgramLead
Neural analysis suggests this role is
optimal for Senior candidates.
“Loyalty Program Lead at L. L. Bean. Skills: Loyalty Program Management, Customer Engagement, Omnichannel Growth, Data Analysis, Cross-functional Collaboration. Serve as the day-to-day owner of the new program. Activating strategy”
What You'll Achieve.
deepen customer engagement; build long‑term loyalty; accelerate omnichannel growth; ensure the program delivers an exceptional experience for customers; supporting L. L. Bean’s broader business goals; Drive program performance; Grow membership; Optimize targeted journeys across the loyalty lifecycle; Activate personalized experiences that build lasting loyalty; Ensure consistent, high‑quality customer and member experiences
Industry & Context.
Demonstrated problem-solving and decision-making proactively identifies questions, opportunities and areas for improvement and brings forward recommendations; troubleshooting
What They're Looking For.
Must Have
5 Minimum Years of Experience, understanding of loyalty program mechanics, customer value drivers, and retail economics, Excellent analytical comfortable working with dashboards, performance reporting, segmentation, and demonstrated experience translating data into actionable insights, Experience working with CRM platforms, CDPs, loyalty engines, or marketing automation systems, Ability to balance strategic thinking with hands-on, day‑to‑day execution, project management capability with a bias toward operational discipline, prioritization and follow-through, Customer‑obsessed mindset with a commitment to delivering meaningful and delightful member experiences, Proven experience driving GTM plans, campaign launches, and omnichannel program operations, Highly-tuned cross-functional collaboration, communication and influence skills, Comfort operating in a highly cross-functional, matrixed environment with multiple stakeholders and ability to navigate complex organization dynamics, Demonstrated problem-solving and decision-making proactively identifies questions, opportunities and areas for improvement and brings forward recommendations
Nice to Have
Master’s Degree or MBA preferred but not required, SQL skills a plus, Experience supporting test-and-learn approaches, experimentation, or pilot programs preferred
What You'll Do.
Serve as the day-to-day owner of the new program
Driving program performance
Managing the member experience
Ensuring operational excellence
Collaborate across departments to bring loyalty experiences to life across all customer touchpoints
Drive day-to-day GTM planning and execution for new loyalty campaigns
and member communications
Maintain the program roadmap
including enhancements
Partner with Product Management and IT teams to translate business needs into requirements and support functionality enhancements and troubleshooting
Manage day-to-day relationships and delivery with external partners
Develop and distribute regular reporting and action-oriented insights on program performance
risks and opportunities
Analyze member lifecycle behavior
Apply test‑and‑learn methodologies to improve engagement
and communication effectiveness
Identify and partner to implement strategies to grow membership
Work with lifecycle marketing to build and optimize targeted journeys across the loyalty lifecycle
Identify high-value segments and partner with cross-functional teams to activate personalized experiences
Synthesize qualitative feedback into actionable experience improvements
Lead day‑to‑day execution and operations of the L. L. Bean loyalty program
Ensure loyalty program compliance with operational rules
and financial accounting standards
Develop and maintain program documentation
internal training guidance
and operating procedures
Partner with Finance to support redemption liability forecasting
benefit cost modeling
and P&L impact analysis
How You'll Work.
Team & Collaboration
Collaborate closely across marketing program management, insights & analytics, retail, e‑commerce, product management, customer service, information services, finance, card services and external agency/technology partners; Partner with Product Management and IT teams; Manage day-to-day relationships and delivery with external partners (loyalty platforms, agencies, consultants, technology providers, etc.); Partner with Insights & Analytics team; Identify and partner to implement strategies to grow membership; Partner with cross-functional teams to activate personalized experiences; Partner with Legal, Finance and Technology teams; Partner with Finance
Communication Scope
Highly-tuned cross-functional collaboration, communication and influence skills
Process & Methodology
project management capability with a bias toward operational discipline, prioritization and follow-through, Maintain the program roadmap, Drive day-to-day GTM planning and execution
Full Job Description
At L.L.Bean, we believe the outdoors brings out the best in all of us. We are committed to fostering a culture of belonging and creating safe, inclusive spaces where everyone feels welcome—both here and Outside. We value individual differences and are dedicated to maintaining an inclusive work environment where everyone can bring the best of their experience and talents and truly thrive. L.L.Bean is looking for an **Loyalty Program Lead** to join our**Marketing******** Team**. We welcome the opportunity for this role to be **hybrid** based at the corporate headquarters in **Freeport, Maine.** We are open to discussions for working **remotely in the following states** : Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Maine, Maryland, Massachusetts, Michigan, Minnesota, New Hampshire, New Jersey, New York, North Carolina, South Carolina, Ohio, Pennsylvania, Rhode Island, Vermont, Virginia, Wisconsin. L.L.Bean is expanding our Customer Marketing organization with the introduction of a new customer loyalty program designed to deepen customer engagement, build long‑term loyalty, and accelerate omnichannel growth. The Loyalty Program Lead will serve as the day‑to‑day owner of the new program. This role sits within the CRM function and reports to the Senior Manager, CRM & Loyalty. While not a formal people manager, this is a senior, hands-on role responsible for activating strategy, driving program performance, managing the member experience, and ensuring operational excellence. The Lead will collaborate closely across marketing program management, insights & analytics, retail, e‑commerce, product management, customer service, information services, finance, card services and external agency/technology partners. The ideal candidate combines strong program leadership, customer-centric thinking, analytical rigor, executional excellence and cross-functional influence. You will ensure the program delivers an exceptional experience for customers while support
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