Director of Loyalty

COLLABORATION | AUTHENTICITY | PURPOSE | EMPOWERMENT

Alterra Mountain Company is a family of iconic year-round mountain destinations, the world’s largest heli-skiing operation, and Ikon Pass - the premier ski and snowboard season pass offering access to more than 50 iconic mountain destinations around the world. Headquartered in Denver, Colorado and born out of a shared love of the mountains and adventure, Alterra Mountain Company exists to shape the future of mountain adventure.

WHAT WE OFFER

• Free Ikon Pass for all eligible employees + additional free skiing/riding privileges across the family of Alterra Mountain Company resorts for eligible employees and their dependents
• Discounted skiing/riding for friends and family of eligible employees across the family of Alterra Mountain Company resorts
• Flexible Time Off (FTO) and Paid Time Off (PTO) policies for eligible employees to relax and recharge
• Generous discounts on outdoor gear, apparel, rental cars, etc.
• Medical, dental, vision, life, AD&D, short-term & long-term disability insurance, EAP, HSAs, FSAs, and more
• 401(k) plan with generous company match
• Paid parental leave of up to 6 weeks for eligible employees
• Commuter benefits (Denver employees only)
• Flexible/hybrid workplace policy empowering employees to work from home, while encouraging regular in-person collaboration in our dog-friendly company headquarters office located in Denver’s RiNo Art District neighborhood

For information on Alterra Mountain Company’s Social Responsibility work including our Diversity, Equity, & Inclusion actions, please see our webpage at www.alterramtnco.com/social-responsibility. Among other resources, Alterra has Employee Resource Groups to support the BIPOC (Black, Indigenous, and people of color), disability, LGBTQIA2S+, and women communities within our workforce.

POSITION SUMMARY

Reporting to the Chief Strategy Officer, the Director of Loyalty will be responsible for developing and executing the customer loyalty strategies, managing loyalty programs, and driving customer retention and engagement. This includes leveraging and analyzing customer data, identifying opportunities for improvement, and collaborating with other departments to create a seamless customer experience.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Own, develop and implement a comprehensive loyalty program strategy that aligns with company and customer experience goals. Serve as a thought leader and subject matter expert on loyalty strategy across the organization.
• Own end-to-end accountability for the success of Mountain Credits and promotional offerings.
• Direct and evolve loyalty solutions tailored to the needs of the Ikon Pass and Alterra destinations.
• Provide ongoing guidance and direction to cross functional teams including Marketing, Technology, and Operations. Proactively manage risks and issues and ensure the loyalty program delivers measurable value to the business.
• Develop and manage the budgets for the rewards program in partnership with Finance. This budget includes both core program benefits, campaign spend, and technology platforms.
• Establish and manage a comprehensive loyalty calendar of rewards, promotions, and surprise-and-delight moments for customers across multiple channels and locations.
• Oversee the operational execution of all aspects of the loyalty program, including customer acquisition, retention, and ongoing engagement.
• Lead internal and external relations across various functions including IT/ digital and product teams to build and execute program innovation roadmap.
• Leverage customer and performance data to identify opportunities, measure success, and drive continuous improvement. Translate insights into actionable strategies that optimize guest experience and program ROI.
• Drive program analytics, reporting, and financial forecasting for Mountain Credits on the front and back end.
• Build strong relationships and partner with other departments (Ikon Pass, Destination teams, CRM, Analytics, Media, Brand etc) to ensure cohesive customer experiences. Champion loyalty as a core component of the broader customer strategy.
• Knowledge of maintaining and enhancing brand presence

This list of duties and responsibilities is intended as an overview of the scope of the role and is not intended to be exhaustive. With the evolution of Alterra Mountain Company’s business and this role, the responsibilities of this position will change to best support the needs of the business.

QUALIFICATIONS, KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS

• Proven track record of designing and managing large-scale loyalty programs in a multi-brand or multi-location environment.
• Strong financial acumen and experience managing complex budgets.
• Passionate about 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.
• Strong industry knowledge.
• Attention to detail and the ability to manage tight deadlines.
• Comfort working with and communicating with a diverse group of stakeholders.
• Strong quantitative skills, excellent presentation and communications skills.
• Ability to form strong relationships.
• Digital and traditional direct marketing experience required.
• Thrives in a fast-paced environment with a high drive for results.
• Intermediate+ Microsoft Excel, Word, Outlook, and PowerPoint skills

EDUCATION & EXPERIENCE REQUIREMENTS

Education:

• Bachelor’s degree in Business, Marketing, Communications or applicable
• Masters or MBA preferred

Experience:

• 10+ years of progressive experience in customer loyalty, retention, and engagement marketing
• 5+ years in leadership capacity
• Experience working with cross-functional teams and collaborating on projects

TRAVEL REQUIREMENTS

• Travel may be required

The base salary range below represents the low and high end of the Alterra Mtn Co Shared Services Inc. salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of the Company’s total compensation package for employees. Other rewards may include short-term and long-term incentives and many region-specific benefits.

Denver area base salary range: $127,00 - $184,000 per year

Application Deadline: This position is open and still accepting applications.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.

Alterra Mountain Company and its affiliates are equal opportunity employers.