Manager, Digital Loyalty

This is a Full Time Job

Cavaliers Holdings LLC is committed to delivering epic experiences for our fans, team members, community, and the world. Fueled by a diverse, equitable and inclusive culture, we strive to recruit individuals that will be enthusiastic and purposeful in carrying out our vision as Transformative Leaders in Sports and Entertainment. If you are ready to work in the fast-paced and high-energy setting of the Cavs, Monsters, Charge, Legion and Rocket Arena— then we want to talk to YOU!

POSITION SUMMARY:

Rock Entertainment Group is seeking a skilled 'Manager, Digital Loyalty' to collaborate with the Digital Experience, Marketing, and Partnership Teams. This role will lead the strategy, execution, and optimization of digital loyalty programs and initiatives for the Cleveland Cavaliers (NBA), Cleveland Charge (NBA G-League), Cleveland Monsters (AHL), and Rocket Arena. The ideal candidate will have a proven track record in digital loyalty, customer engagement, and retention, with a passion for building lasting fan relationships through innovative digital experiences.

As the 'Manager, Digital Loyalty', you will be responsible for developing, managing, and optimizing the organization’s digital loyalty programs. You will drive fan engagement, retention, and lifetime value by leveraging data-driven insights, digital platforms, and creative campaign strategies.

NOTE:
• We are unable to sponsor, OR take over sponsorship of employment visas. To be considered for this role, candidates MUST be legally authorized to work in the US without visa sponsorship.
• This is an ONSITE position requiring working in person a minimum of 4 days per week. Local candidates preferred.
• Must have flexibility to work evenings, weekends, and game nights as required.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Loyalty Strategy & Program Management:
• Design, implement, and manage digital loyalty programs and initiatives to increase fan engagement, retention, and lifetime value.
• Develop and execute omni-channel loyalty strategies across web, mobile app, email, SMS, and in-venue experiences.
• Analyze fan data and behavior to identify opportunities for program enhancements and personalized experiences.
• Collaborate with cross-functional teams (Analytics, Marketing, Digital, Sales, Communications) to align loyalty initiatives with broader organizational goals.
• Monitor industry trends and competitor programs to ensure the Cavaliers’ loyalty offerings remain innovative and competitive.
• Oversee the rewards calendar, fulfillment process, and overall fan experience.

Campaign Execution & Optimization:
• Plan and execute targeted loyalty campaigns, promotions, and rewards to drive participation and engagement.
• Oversee the creation and delivery of loyalty-related communications, including email, push notifications, and in-app messaging.
• Utilize CRM and marketing automation tools (e.g., Salesforce Marketing Cloud) to segment audiences and automate personalized journeys.
• Track, analyze, and report on key performance indicators (KPIs) for loyalty programs, providing actionable insights and recommendations for continuous improvement.
• Manage the loyalty program calendar, ensuring timely execution of campaigns and initiatives.

Member Experience & Support:
• Serve as the primary point of contact for loyalty program members, addressing inquiries and resolving issues to ensure a positive experience.
• Gather and act on member feedback to enhance program features, rewards, and communications.
• Coordinate with creative and design teams to ensure all loyalty assets are on-brand and engaging.

Collaboration & Leadership:
• Work closely with internal stakeholders and external partners to maximize the impact of loyalty initiatives.
• Provide guidance and support to junior team members or coordinators as needed.
• Present program results and insights to leadership and key stakeholders.

Other duties as assigned.

REQUIRED QUALIFICATIONS:
• Bachelor’s degree in marketing, business, communications, or a related field.
• 3-5 years of experience in digital loyalty, digital experience, CRM, or customer engagement roles.
• Flexibility to work evenings, weekends, and game nights as required.
• Demonstrated success in managing digital loyalty or rewards programs, preferably in sports, entertainment, or consumer brands is preferred.
• Strong understanding of loyalty program mechanics, customer segmentation, and data-driven marketing.
• Experience with CRM and marketing automation platforms (e.g., Salesforce Marketing Cloud, Microsoft Dynamics, or similar).
• Excellent project management skills with the ability to manage multiple campaigns and deadlines.
• Analytical mindset with proficiency in interpreting data and generating actionable insights.
• Strong written and verbal communication skills.
• Highly organized, proactive, and collaborative team player.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.