Director, U.S. Customer Loyalty
Zoetis is a global animal health company dedicated to supporting customers and their businesses in ever better ways. Building on 60 years of experience, we deliver quality medicines and vaccines, complemented by diagnostic products and genetic tests and supported by a range of services. We are working every day to better understand and address the real-world challenges faced by those who raise and care for animals in ways they find truly relevant.Our name, Zoetis (z-EH-tis), has its root in zo, familiar in words such as zoo and zoology and derived from zoetic, meaning “pertaining to life.” It signals our company”s dedication to supporting the veterinarians and livestock producers everywhere who raise and care for the farm and companion animals on which we all depend.Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status.POSITION SUMMARYThe Director, U.S. Customer Loyalty will report into the Vice President, U.S. Customer Excellence.This position will be responsible to lead the Zoetis U.S. customer loyalty program, “My Zoetis Rewards (MZR).” MZR is a new loyalty program that Zoetis is currently in alpha/beta testing with a few select customers across all its business units. The program is intended to drive, track and garner loyalty as well as grow relationships and wallet size with key Veterinarian and Producer (Livestock) customers.The selected candidate will work as the loyalty “Product Manager” supporting all species business units (Cattle & Equine, Companion Animal and Port & Poultry) in a program management lead role working closely with BU marketing and sales stakeholders. He/she will ensure that the loyalty program is leveraged optimally and provides a delightful customer experience with engaged customers that continue to grow their business and wallet share with Zoetis and generate financial results that meet or exceed Zoetis targets.The candidate must have a strong and deep understanding and experience with loyalty programs ideally in both the B2C and B2B landscape. The candidate must also have experience in product management and experience in managing digital products/platforms that have successfully delivered strong business results. Product management capabilities should include product strategy definition as well as a developing and managing a product roadmap. The ideal candidate will have experience in lean startup and design thinking methodologies to ensure an outside-in “customer centric” perspective in defining and evolving the loyalty program/product/platform. The candidate should also be comfortable in working with IT colleagues using agile development methodologies.The candidate must have strong analytical skills that enable them to define success metrics and KPIs and track usage behavior as well as financial results and share with management via dashboards, reports, etc. The candidate will also need to work with all relevant channels including digital, field force, inside sales, customer service and distribution to drive the program success and engagement with customers to ensure program success. The candidate will also partner with BU marketing teams in developing customer acquisition marketing campaign strategies to drive program adoption and enroll new customers.The candidate should also have experience working with cross-functional teams including IT, Business Ops/COE as well as BU marketing and sales in developing and executing change management, communication plans, digital strategies, programs and tactics that consistently and effectively meet and exceed target business results.In addition, the individual should have demonstrated capabilities as a leader and team player and must be able to organize and prioritize multiple projects in a fast-paced, changing environment with high quality deliverables within time and budget. POSITION RESPONSIBILITIES * Lead all aspects of the Zoetis loyalty program office and continue to drive platform usability and sales to meet/exceed customer needs and financial targets. Envision other areas where digital sales can create opportunities such as OTC, Retail, Home Delivery, etc. and drive vision for the organization * Become the loyalty “Product Manager” who can manage the strategy, ideation, product roadmap, customer-experience, and go-to-market approach for loyalty. * Partner with other colleagues from the digital strategy team as well as the customer experience team to ensure that the loyalty program is aligned with the organizational roadmap for both digital and customer experience. * Work with IT and US Center of Excellence/Business Operations for a “One Zoetis” alignment * Manage program budget to ensure spend rates and transparency * Own all aspects of Metrics and Measurements for the program * Manager one staff level colleague directly, and matrix management and influence across the organization of additional resources.
ORGANIZATIONAL RELATIONSHIPSInternal: * Senior LT level colleagues * BU Marketing and Sales teams * IT Team * Members of the COE/Business Operations team (Business Analytics, Customer Service, etc.)External: * Trends in relevant technologies and partnerships with platform vendors * Loyalty expertise in operational improvement, productivity, effectiveness, etc. * Work with leading loyalty specialists and agencies * Customers/Partners (business and technology)
EDUCATION & EXPERIENCE * 10+ years” experience in product management, digital, marketing, or related experience with the last 5 years” experience focused directly on managing a successful customer loyalty program * Deep knowledge of loyalty platforms and experience in managing these platforms ideally in both the B2C (retail) and B2B space * Experience with lean start-up, design thinking and agile development methodologies * Understanding of technical concepts and platforms and how they translate into meaningful commercial opportunities * Ability to simultaneously manage and provide leadership on numerous projects, demonstrated ability to work in high performance teams * Expertise in marketing (digital) campaigns that drive monetization and conversion * Demonstrated ability to engage and manage through influence across multiple US Species Business Units and enabling functions * Agility, adaptability, problem-solving skills, strong interpersonal skills and excellent written and verbal communication skills.