Director, Loyalty Programs

NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

Comcast NBCUniversal has announced its intent to create a new publicly traded company ('Versant') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E!, SYFY and Golf Channel along with complementary digital assets Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. The well-capitalized company will have significant scale as a pure-play set of assets anchored by leading news, sports and entertainment content. The spin-off is expected to be completed during 2025.

NBC Sports Next is where sports and technology intersect. We’re fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology. We’re a subdivision of NBC Sports and home to leading technology platforms and digital applications for Youth & Recreational Sports; Golf; and Emerging Media.  

At NBC Sports Next, we equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with more than 25 sports solution products, including SportsEngine, the largest youth sports club, league and team management platform; SportsEngine Play, the first ever streaming service for youth and amateur sports, GolfNow, the leading online tee time marketplace and provider of golf course operations technology; and GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, instructional content and more.  

Over the past twenty years, Fandango has built a network of direct-to-consumer digital brands, where 50 million+ fans unite to celebrate their love for movies, TV and streaming.  We take pride in serving fans throughout their entertainment journey from content discovery to theatrical moviegoing to watching at home. Our portfolio includes leading online movie ticketer, Fandango, which tickets for more than 31,000 U.S. movie screens; world-renowned entertainment review site, Rotten Tomatoes; and Fandango at Home (previously known as Vudu), the on-demand streaming service offering the industry’s best selection of 4K UHD titles and more than 250,000 new release and catalogue movies and next day TV shows. 

As the Director of Loyalty Programs, you will lead the strategic development and execution of our divisions loyalty program(s), focusing on customer acquisition, retention, and engagement in the programs. This role involves managing all program components, including customer segmentation, personalization, and rewards. The Director of Loyalty Programs also manages all financial aspects, including budgeting and ROI targets, and collaborates with various departments to ensure seamless customer experiences. In this role, you will be a part of the larger Direct-to-Consumer team, leading strategy and execution of  growing our loyalty programs.

Key Responsibilities:

• Develop and Lead Loyalty Strategy: Design and implement a comprehensive loyalty and retention strategy that drives repeat purchase behavior, customer lifetime value, and brand advocacy.
• Optimize Program Performance: Analyze and enhance loyalty program performance through data-driven insights, continuously testing and evolving incentives, tiers, and rewards to maximize engagement and ROI.
• Customer Segmentation & Personalization: Leverage customer data to segment audiences and deliver personalized loyalty experiences across digital channels (email, app, web, SMS).
• Cross-Functional Collaboration: Partner with marketing, product, analytics, CRM, and customer service teams to ensure loyalty is seamlessly integrated into the customer journey and broader lifecycle campaigns.
• Lead Loyalty-Focused Marketing Strategy: Partner closely with marketing to craft and refine the loyalty marketing calendar and messaging strategy to drive engagement, retention, and incremental sales.
• Technology & Platform Management: Oversee loyalty program platforms and vendor relationships, ensuring the tech stack supports scalability, security, and innovation and partner with technology and product teams to build and execute program innovation roadmap
• Oversee Budgeting & Financial Reporting: Manage loyalty program budgets and deliver timely, accurate financial reports that highlight performance against key metrics and forecasted growth.
• Reporting & KPIs: Own key loyalty metrics such as repeat purchase rate, program enrollment, churn reduction, and NPS; regularly report progress and insights to senior leadership.
• Serve as Loyalty Subject Matter Expert: Act as the internal champion and strategic advisor for loyalty, using customer and trend data to influence enterprise-wide decisions and prioritize loyalty-centric initiatives.
• Support Ad Hoc Leadership Requests: Prepare special reports, deep dives, and strategic assessments in response to executive or operational team inquiries.
• Act as a Cross-Functional Liaison & Communicator: Represent the Loyalty and DTC function with clarity and influence—communicating insights, navigating complex stakeholder dynamics, and driving consensus across varying levels of the organization.

To be successful in this role, is it required that you are:

• Passionate about the customer experience and driving growth within loyalty member base
• Strong strategic thinking skills with ability to develop and implement actionable plans to drive business results.
• Ability to interpret analytics, data and reporting and derive key insights to execute subsequent actions which drive customer loyalty
• Self-starter with strong interpersonal, team building, organizational and motivational skills
• Outstanding communications, relationship building, influencing and collaboration skills across all levels of the organization; can skillfully present a cohesive and clear story/presentation to executive leadership.
• Stay abreast of any governmental regulations that affect loyalty program best practices.
• Thrives in in a fast-paced environment with a high drive for results.

Basic Qualifications

• Strong business acumen with a desire to develop and build/refine loyalty programs and processes
• 7+ years of relevant experience with loyalty programs
• Experience in launching new or changes to current loyalty programs
• Actionable knowledge of website analytics tools Business Intelligence software(s), excel and other analytical tools
• Energetic self-starter passionate about professional integrity and excellence with a positive attitude

Additional Job Requirements

• Hybrid: This position has been designated as a hybrid, generally contributing from the office a minimum of three days per week.
• Must be willing to work in the Orlando, FL office

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [email protected].

Although you'll be hired as an NBCU employee, your employment and the responsibilities associated with this job likely will transition to Versant in the future. By joining at this pivotal time, you'll be a part of this exciting company as it takes shape.