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Program Manager - Recognition & Incentives, Loyalty

Company: Summit Group LLC
Location: Silver Spring
Posted on: June 23, 2022

Job Description:

For over 50 years, Summit Group has been helping companies "Live their Brand" through a multitude of solutions that include branded merchandise, reward & recognition technology and programs, eCommerce platforms and creative communication campaigns-all designed to impact employees, channel partners and clients. We pride ourselves in "Relentlessly Hunting for the Wow" for our teams and our clients. We believe that serving our clients starts internally with happy teams who feel appreciated and "Work Together Like Family". The Program Manager, Loyalty will serve as the day-to-day operations leader for Summit's loyalty rewards programs. This role is responsible for coordinating multiple cross-functional teams to deliver program excellence. The teams include IT, Rewards, Customer Service, Branded Merchandise, Marketing, Sales, Data Analytics, Accounting and Rewards. They will oversee all account program management that is required to ensure the program adheres to the rules and regulations as noted in the approved Proforma, SOW and contract and delivers on assigned KPI's. We are seeking candidates in the Atlanta, Chicago and Washington, DC areas and will consider a fully remote work arrangement as well. PRIMARY RESPONSIBILITIES: Program Management / Operations

  • Serve as client's main day-to-day contact - critical relationship team lead for top strategic account
  • Manage multiple, weekly client meetings and agenda
  • Work with multiple internal and external teams to develop and manage B2C loyalty reward programs, promotional campaigns, and communication
  • Take client needs/vision and develop IT requirements
  • Key lead for Q/A program testing
  • Manage and address program requirements and updates, including appropriate team members to ensure SLAs and KPIs are met
  • Work with Project Manager on timeline management, tasks, and milestones; manage resources to ensure on time delivery and execution of client deliverables
  • Act as escalation point for Customer Experience, and accounting team issues
  • Provide recommendations to client and management to streamline processes
  • Troubleshoot/research when issues come up and escalate to appropriate team for resolution
  • Work with Account Executive on budget development and management
  • Work with Marketing Project Manager on all marketing and communications deliverables; manage client approval process
  • Review and approve all client invoicing
  • Work with the appropriate parties to resolve invoice discrepancy inquiries
  • Work with teams to bring strategic thinking and reward program best practices to program(s) Reporting & Compliance
    • Provide reporting in a timely manner as outlined in the contract/SOW
    • Work with AE to update program pricing for custom programs
    • Work with Analytics team to deliver program data and insights Client Management & Account Growth Initiatives
      • Work with AE to develop and participate in quarterly account reviews
      • Proactively lead and foster collaborative customer account teams to ensure our solutions produce desired results
      • Provide the client with an understanding of our internal operations and work to develop relationships between the client and internal support departmentsWhat does it take to be a successful Program Manager on the Recognition & Incentives Team?
        • Unshakable in a rapidly changing tech environment
        • Passionate client advocate
        • Strong analytical skills
        • Successful leader in a team environment
        • Ability to multi-task and stay organized
        • A self-starter
        • Open-minded
        • Displays a calm, cool, and professional manner
        • Effectively priorities responsibilities
        • Ability to connect and build rapport with othersKNOWLEDGE & EXPERIENCE PREFERRED:
          • Requires a bachelor's degree or equivalent years of business experience
          • Proficient with Microsoft Office Suite. Experience with project management tool beneficial. NetSuite experience a plus
          • Ability to learn and work on multiple technologies
          • Solid working knowledge of the principles and best practices of the recognition industry
          • Solid working knowledge of the principles of best practices of the branded merchandise and merchandise fulfillment industry We believe in building Better Lives for our associates and offering excellent benefits and perks, to include:
            • Comprehensive healthcare coverage
            • Flexible PTO Program (vacations are encouraged!)
            • Paid time off to "give back" to the community
            • 401K retirement account to include an employer match
            • Summit Wellness Program, to include unlimited access to a Wellness Coach
            • Continuing education reimbursementCulture means everything to us. Working at Summit will give you the opportunity to be around the best team members who are serious about family, values, and success. Together, the Summit family works hard to make our vision come alive, constantly finding ways to Build Stronger Brands to Create Richer Lives and a Better World.Consider being a part of this exciting journey and join our dynamic, growing team today! PI182378372

Keywords: Summit Group LLC, Silver Spring , Program Manager - Recognition & Incentives, Loyalty, Executive , Silver Spring, Maryland

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