Customer Club Manager – VIP Loyalty Program

About the role

Factory 54 is seeking a Customer Club Manager to lead and develop its VIP loyalty program. The role focuses on building long‑term relationships, driving engagement, and delivering premium, personalized experiences for high‑value customers.

Key responsibilities

• Develop and implement the overall Customer Club strategy, including the VIP program and concierge services.
• Plan, manage and execute targeted marketing campaigns for members and prospects.
• Maintain and enrich the customer database through segmentation, profiling and opportunity identification.
• Drive acquisition, engagement, retention and growth of the loyalty program.
• Design personalized customer journeys and lifecycle communications using marketing automation.
• Build and nurture relationships with VIP members, delivering exclusive experiences.
• Analyze performance data, monitor KPIs and provide actionable recommendations.
• Manage the Customer Club budget and prepare monthly performance reports.

Required profile

• Minimum 2 years experience managing a customer loyalty or VIP program.
• Strong hands‑on experience with CRM and marketing communication platforms.
• Proven analytical ability to turn data into actionable insights.
• Excellent written and verbal communication skills.
• High emotional intelligence and a natural talent for building trust with customers.
• Proactive, creative mindset with ownership and initiative.
• Ability to collaborate with internal stakeholders and external partners.

Required skills

• CRM platforms (e.g., Salesforce, HubSpot)
• Marketing automation tools (e.g., Braze, Klaviyo)
• Data analysis and reporting (e.g., Excel, SQL)