Marketing Manager, Loyalty

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Position Overview:

The Loyalty Marketing Manager is a data-driven loyalty marketer to that will own the strategy and execution of our Pro Xtra loyalty program across the full customer lifecycle. They will translate business goals into segmented personalized and automated journeys that drive meaningful growth in member acquisition, engagement, retention and lifetime value (LTV). They will partner closely with key partners from product, merchandising, analytics, media and UX to evolve the program value proposition, tiers and rewards to deliver measurable growth. They will track and communicate progress and results regularly to ensure visibility and alignment

Key Responsibilities:

Loyalty Marketing Strategy & Program Operations

• Contribute to the multi‑year Pro Xtra loyalty strategy and translate it into annual and quarterly lifecycle marketing plans that drive acquisition, engagement, retention, and win‑back through segmented and personalized journeys.
• Own insight‑driven loyalty marketing briefs that define target audiences, member value propositions, journey intent, and success metrics, guiding cross‑functional execution.
• Partner with product, merchandising, analytics, media, UX, and platform partners to evolve the loyalty value proposition, including benefits, tiers, rewards, and offers aligned to member and business needs.
• Oversee day‑to‑day loyalty program operations, including promotion setup, benefit fulfillment, quality assurance, and member communications, ensuring a seamless member experience.
• Collaborate with Analytics and platform partners to apply customer insights, guide next‑best‑action decisions, and support program scalability and operational effectiveness.
• Champion The Home Depot brand values across all member‑facing loyalty communications, leading additional loyalty initiatives as required.

Customer Focus & Campaign Performance

• Lead loyalty performance reviews, ensuring alignment between member outcomes, program KPIs, and broader business objectives.
• Apply performance insights and customer data to optimize loyalty initiatives in‑flight, communicating results and learnings against defined KPIs to inform future planning.
• Incorporate customer research, first‑party data, loyalty insights, and competitive trends into upfront loyalty planning and prioritization.
• Partner with key stakeholders to support loyalty marketing investment decisions, ensuring spend is aligned to initiatives that drive engagement, retention, and lifetime value.
• Track and report on loyalty ROI and member impact, providing insights and recommendations that strengthen ongoing loyalty strategy and execution.
• Build deep expertise in the Pro customer, loyalty landscape, and key drivers of member behavior and value.

Team Collaboration & Leadership

• Support, inspire, and motivate fellow colleagues, direct reports, and managers alike
• Lead, coach and develop small direct team of Marketing Specialists into a high-performing team
• Support and enable a culture of individual and team growth and development

Building Relationships & Stakeholder Engagement

• Build close, collaborative, meaningful working relationships with key business partners including merchandising pro operations, marketing, media and ecommerce
• Partner closely with key stakeholders to drive loyalty and brand authority across owned and paid media and look for ways to leverage cross-portfolio promotion opportunities
• Liaise with US counterparts to ensure effective integration, knowledge sharing and use of resources

Competencies:

• Action Oriented
• Collaborates
• Customer Focus
• Drives Results
• Communicates Effectively
• Plans and Aligns
• Develops Talent
• Ensures Accountability

Skills:

• Self Starter : Driven by results and continuous improvement
• Strategic Thinker : Translates high level marketing strategies into actionable plans and briefs
• Customer-Centric : Uses data & insights to guide marketing strategies and decisions
• Adaptable : Thrives in dynamic, fast-paced environments; embraces changes and ambiguity
• Team Leader: Builds strong partnerships; people first leader; maintains positive attitude
• Creative & Analytical Skills : Strong skills in creativity, data analysis, and project management

Direct Manager/Direct Reports:

• Reports to the Sr. Marketing Manager, Merch Marketing & Loyalty
• Two (2) associates report into this role, a Sr. Marketing Specialist and a Business Analyst

Travel Requirements:

• Travel to Store Support Centre 5 days a week, Monday to Friday
• Conduct store walks as needed (Home Depot, Competitors and non-Competitors)

Physical Requirements:

• Extended Sitting

In office Requirement:

• On-Site, 5 days a week, Monday to Friday

Working Conditions:

• Working in an office setting: computer work, camera on virtual meetings, taking support calls
• Working in stores and/or the Innovation Center
• Must wear mandatory attire when required (ie. Steel toe boots, Apron)

Minimum Education:

• Undergraduate degree or college diploma preferably in business or marketing

Minimum Years of Work Experience:     

• 7+ years in marketing, loyalty, retail, or consumer products

Minimum Leadership Experience:

• 5+ years leading teams or cross-functional initiatives
• Proven track record of developing and leading high-performing teams.
• Strong ability to influence and build relationships with key stakeholders.

Certifications:

• None

Other Requirements/Assets:

• Previous loyalty experience
• Advanced capability in MS PowerPoint, Excel, Word, Outlook
• Familiarity with CRM products and loyalty platforms
• Bilingual (English/French) will be considered an asset