Description
Join Road Runner Sports as our next Loyalty Program Director!
As the Loyalty Program Director, you will be the day-to-day owner of the Road Runner Sports VIP Family, customer loyalty program. While the founder is the ultimate owner, this role is the internal champion who obsesses over VIP and pushes it forward every day.
This is a true player-coach role. You’ll set direction, roll up your sleeves, run experiments, learn quickly, and turn insight into action. Your mission is to grow VIP membership, increase engagement, and continuously improve the experience for our members — both in stores and online.
About Road Runner Sports
At Road Runner Sports, we believe movement makes life better. For more than 40 years, we’ve helped people run, walk, and live pain-free — whether they’re training for a marathon, walking the dog, or simply staying active. Our community includes runners, walkers, and everyday movers of all kinds.
At the center of that relationship is our VIP Family Rewards program. VIP isn’t just a loyalty program — it’s how we build trust, deliver value, and create long-term relationships with our most engaged members.
What You’ll Own
- Be the internal “Champion of VIP,” ensuring the program feels intentional, valuable, and easy to understand
- Own the VIP roadmap — from insight to idea to test to recommendation
- Design and run experiments across benefits, messaging, experiences, and offers
- Shape the VIP member experience, with a strong focus on stores (about 60%) and digital (about 40%)
- Partner closely with Marketing/CRM, Ecommerce, Retail Operations, Customer Service, and Analytics
- Bring data, member feedback, and clear recommendations to leadership
- Be the voice of the VIP member inside the company
Requirements
Key Responsibilities
- Drive VIP membership growth and joins
- Increase purchase frequency and engagement among VIP members
- Improve VIP member satisfaction and renewal rates
- Launch, measure, and learn from pilots and A/B tests
- Spend time in stores to observe and refine the VIP experience
- Align teams around shared VIP priorities and goals
What Success Looks Like in the First 100 Days
- VIP feels more cohesive and intentional across stores and digital channels
- A clear, practical VIP roadmap exists and is actively being executed
- Multiple experiments have been launched, measured, and learned from
- Teams across the company are aligned around what VIP is and where it’s going
- Leadership has clear, data-backed recommendations for next improvements
How You’ll Be Measured
Success in this role is grounded in clear, member-centric outcomes. You’ll be responsible for growing VIP membership by driving meaningful joins and helping more customers see the value of becoming part of the VIP Family. Beyond growth, you’ll focus on deepening engagement by increasing how often VIP members shop with us and how consistently they use and value their benefits.
Just as important, you’ll be accountable for the quality of the VIP experience. That means improving member satisfaction and ensuring VIPs continue to feel confident renewing year after year. Retention and renewal rates will be a key signal that the program is delivering real value, building trust, and strengthening long-term relationships with our runners, walkers, and active community.
Ideal Background
- Experience leading loyalty or membership programs
- Subscription business experience
- CRM and lifecycle marketing expertise
- Customer experience or service design background
- Strong analytical and experimentation mindset
Nice to Have
- Omnichannel retail experience
- Ecommerce or DTC growth exposure
Who You Are
You’re deeply customer-obsessed and genuinely excited about serving runners, walkers, and active people of all kinds. You care about how things feel to the customer and are always looking for ways to make experiences simpler, more valuable, and more human. You’re curious by nature and comfortable using data, insight, and experimentation to learn what works — and just as importantly, what doesn’t.
You’re also a strong collaborator who knows how to influence without relying on formal authority. You communicate clearly, bring people along, and build alignment across teams. Most of all, you’re a builder at heart — someone who enjoys shaping programs over time, testing ideas, refining details, and leaving things better than you found them.
