Sr. Manager, VIP Membership & Loyalty Operations
Overview
Road Runner Sports is looking for a Sr. Manager, VIP Membership & Loyalty Operations to own the program that keeps our best customers coming back. VIP Family Rewards is central to how we drive store visits, online orders, and vendor relationships — and we are looking for a hands-on operator who can turn the CMO's strategy into a running machine: renewals ticking up, churn coming down, tiers moving in the right direction, and the numbers proving it every month.
You will build lifecycle journeys in Zeta and Attentive, join raw data from Aptos, Oracle, and VTEX into real reporting when no clean data source exists, run tests with holdout groups, and work shoulder-to-shoulder with store leadership, Finance, IT, and the Email team. If you are a membership or subscription operator who has actually fixed churn — and can show the work — this is the role for you.
About Us:
- Road Runner Sports is proud to have been recognized as the Footwear Retailer of the Year by Footwear Magazine
- Recipient of the Better Business Bureau Torch Awards for Ethics
- Founded in a San Diego garage over 42 years ago
- Road Runner Sports has 50 plus stores across the country, and we are growing!
- Our Values, Mission & Purpose (we call them Our 6 Pillars) are Be Different, Bring the WOW, Build Something Great Together, Get Moving, Stay Active, and Live Healthy
What you'll get to do:
- Own VIP Family Rewards operations end to end ; renewal, churn, tier movement, enrollment, and member contribution after benefit cost
- Build and run lifecycle messaging with the Email team; renewal, welcome, tier-change, and win-back journeys in Zeta and Attentive
- Turn the CMO's roadmap into a quarterly operating plan with owners and dates, and a weekly status that communicates program health in two minutes
- Fix what's leaking by identifying the top churn and revenue leaks by dollar value and run structured tests with holdout groups to prove what works
- Build member reporting without a CDP, joining raw exports from Aptos, Oracle, VTEX, and email and SMS platforms into Domo dashboards the whole team can use
- Grow enrollment through stores and online, partnering with store leadership and E-commerce to optimize every join path
- Build co-funded brand-partner benefits with early access, exclusives, and member events that make VIP worth having
- Use AI tools every day to move faster on analysis, segmentation, and copy
What you'll bring:
- 6+ years running a paid membership, subscription, or loyalty program with direct P&L accountability; you have fixed churn and can name the levers, tests, and dollars
- Hands-on experience building triggered journeys in an enterprise email platform and an SMS platform; you build them, not just brief them
- Fluency in a BI tool (Domo preferred) and strong Excel; comfortable building answers from raw exports when no clean source exists
- Active daily use of AI tools (Claude, ChatGPT, or similar) you can show a real example from your current work
- Experience designing controlled tests and presenting results to senior leaders
- Clear, plain-English communication with executives and store operators alike
- Bachelor's degree in Marketing, Business, or a related field; MBA a plus
- Zeta, Attentive, VTEX, Aptos ONE, or SQL experience a plus
Where you'll work:
- On-site at our San Diego headquarters, five days a week
- Occasional local travel to stores, vendor meetings, and member events
Your rewards!
- Earn competitive pay
- Contribute to an OUTSTANDING team
- Be the envy of your friends with discounts on ALL the latest gear and footwear
- Enjoy free running and walking events
Acknowledgments
After acceptance of a potential offer, the successful completion of a background check will be required prior to start date. The offer is contingent upon the information received in this report, and will be carried out in accordance with Local, State, and Federal laws.
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To ensure your application is received as timely as possible, we encourage you to apply directly onto our Road Runner Sports Career page.
As you apply directly on our site, we will be reaching out to you within the next 10 days should your experience and qualifications meet our requirements for this position.
Road Runner Sports is committed to a diverse and inclusive workplace. Road Runner Sports is an e-verify organization and an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.