Customer Experience Program Manager Jobs in Orem, UT

Description

JOB SUMMARY:

Smith Entertainment Group is looking for a Loyalty Program Manager to lead the day-to-day management, growth, and optimization of SEG's company-wide loyalty program, across the Utah Jazz, Utah Mammoth, and Delta Center. This role is accountable for making sure the loyalty program drives fan acquisition, fan retention, and measurable engagement year over year. This person will manage loyalty like a product by owning the roadmap, requirements, prioritization, and ongoing optimization in close partnership with digital, app, CRM, ticketing, partnerships, analytics, and other key SEG teams.  

The Loyalty Program Manager will also manage the vendor ecosystem that supports the program, including timelines, integrations, support needs, platform configuration, QA, troubleshooting, and ongoing improvements. This role will serve as the connective tissue across internal teams and external partners, translating business goals into execution, coordinating sponsor-funded rewards and trackable activations, and keeping everyone aligned on what we are launching, why it matters, and how it performs.  
 

DUTIES & RESPONSIBILITIES:

• Own the loyalty product roadmap, including the season-to-season plan, requirements, and priorities across app, web, CRM, ticketing, and partner touchpoints.
• Run the loyalty program operating cadence, including the loyalty calendar, promotions, tiers, milestones, earning rules, rewards strategy, and redemption experience.
• Keep the program healthy, simple, and easy for fans to understand.
• Manage loyalty vendors and marketing technology partners, including scoping work, managing timelines, coordinating QA, troubleshooting issues, and supporting platform configuration.
• Serve as the primary day-to-day lead for loyalty platform operations, integrations, and ongoing system improvements.
• Coordinate across SEG stakeholders, including marketing, digital/product, partnerships, ticketing, community/youth, operations, analytics, and other internal teams.
• Ensure loyalty is executed consistently and shows up in the right moments across the fan journey.
• Build and activate sponsor-ready loyalty packages, including sponsored challenges, partner-funded rewards, measurable offers, and trackable activations.
• Coordinate partner execution and ensure clean tracking, reporting, and recaps for internal teams and external partners.
• Own loyalty measurement and optimization, including sign-ups, active participation, engagement frequency, retention lift, referrals, redemption, partner performance, and reward cost guardrails.
• Use performance data to adjust mechanics, messaging, offers, rewards, and fan journeys based on what is working.
• Partner with CRM and lifecycle marketing teams to support onboarding, reactivation, progression, and retention journeys across email, SMS, and push.
• Use loyalty signals and segmentation to help create more relevant fan communications.
• Translate business goals and fan needs into clear requirements, priorities, timelines, and deliverables.
• Communicate program updates, performance insights, upcoming launches, risks, and needs to internal stakeholders.
• Contribute positively to a one-team culture and operate with SEG values: Transparent, All In, Community Obsessed, One Team, and Scrappy.
• Other duties as assigned.

COMPETENCIES:

• Collaborative - Able to build strong partnerships and work across multiple teams to achieve shared objectives.
• Communication - Communicates clearly and effectively with internal stakeholders, external partners, and vendors.
• Strategic Mindset - Able to connect loyalty strategy to business goals, fan behavior, and long-term program growth.
• Action Oriented - Takes initiative, moves work forward, and operates with urgency, energy, and accountability.
• Ensures Accountability - Owns outcomes, follows through on commitments, and keeps teams aligned on priorities and deadlines.
• Product Minded - Able to manage a digital program through roadmaps, requirements, prioritization, testing, launch, and optimization.
• Data Informed - Comfortable using performance data to identify opportunities, make recommendations, and improve results.
• Manages Complexity - Able to organize multiple stakeholders, systems, integrations, campaigns, and priorities at once.
• Curiosity with New Tools - Willing to learn and responsibly use new marketing, AI, and technology tools to improve workflows and outcomes.

QUALIFICATIONS:

• 4+ years of experience in loyalty, CRM/lifecycle marketing, digital product, retention marketing, growth marketing, or a related field.
• Sports, entertainment, ticketing, venue, or live event experience is a plus.
• Proven experience managing vendors and cross-functional stakeholders to deliver integrated digital programs.
• Strong understanding of mobile apps and digital ecosystems.
• Experience translating fan, customer, or business needs into requirements, roadmaps, priorities, and execution plans.
• Comfortable with data and measurement, including building dashboards, recaps, performance reports, and optimization recommendations.
• Experience supporting lifecycle marketing, CRM segmentation, email, SMS, push, or personalized fan journeys preferred.
• Experience working with sponsorship, partner activations, rewards, offers, or measurable promotions preferred.
• Clear communicator who can align internal teams and external partners on scope, priorities, timelines, risks, and outcomes.
• Strong organizational skills and attention to detail.
• Ability to work under tight deadlines and manage multiple projects at once.
• Positive attitude and team-oriented mindset.

PHYSICAL DEMANDS:

• This person must be able to communicate and express themselves both written and verbally.
• This person must be able to observe, inspect, estimate, and assess.
• This person must be able to sit or stand for extended periods of time.
• This person must be able to support on-site activations as needed.

Smith Entertainment Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Note: The need may arise to revise, supplement, or rescind portions of this job description, and Smith Entertainment Group reserves the right to do so at any time. Employees shall be required to meet the qualifications and perform the duties of any revised job description.