Staples Specialist, Credit & Rewards in Framingham, Massachusetts

Description As a key member of the Staples Rewards marketing team, this position manages the issuance of Rewards statements of all segments of the Staples Rewards program. Responsibilities include working with Staples IT team and circulation team to issue earned rewards to customers based on purchases and ink recycling, working with Creative Agency to provide best design and copy in customer communications, and determining most effective and efficient statement delivery methods. Candidate will have solid understanding of direct marketing, customer segmentation and communication.

Initiate and manage statements in support of all Staples Rewards

  • Manage monthly Rewards Statements including content, creative development, data processing and managing overall schedule

  • Work closely with creative, marketing and IT partners to create an accurate and on time product

  • Manage proofing process to ensure accurate payouts; continue to refine process and timelines

  • Provide timely and accurate communication around statements across stores, operations, call centers and marketing

  • Perform all set-up and testing; ensure accuracy of calculations for rewards/extra program payouts

  • Serve as a subject matter expert for Rewards statements

Support special promotions and sales driving strategies

  • Partner with category marketing and other teams on promotion requests, providing guidance on offer strategy, messaging and creative, and legal guidelines

  • Partner with other marketing teams to drive marketability of rewards members, focusing on email engagement

  • Drive statement delivery methodology to balance cost and response rate

  • Provide ad hoc or special offer redemption reporting to marketing and other relevant partners

  • Weekly statement redemption reporting (both core and ink recycling Rewards)

  • YOY statement reporting (both core and ink recycling Rewards)

Assist in ad hoc Rewards projects as needed

  • Manage return mail and invoicing

Impact on Business

  • Assist in executing the overall Statement strategy for the Staples Rewards program

  • Assist in managing statement budget (processing invoices, etc.)

Innovation and Change

  • Continue to refine the creative process and guidelines for all Rewards campaigns

  • Assist in the overall Rewards objective of driving efficiency and effectiveness within the program

Communication/Interactions:

  • Subject matter expert on Rewards Statement (content, development, creative, reporting, etc.)

  • Partner with other marketing teams and Creative Agency

  • Point of contact for Customer Service questions or issues

Business Strategy

  • Based on customer insight, assist in driving changes to Rewards program statement process to ensure the needs and desires of the Staples customer are brought to the forefront

  • Provide ongoing tracking of program performance using redemption and sales measures

KPIs

  • Statements sent out on time and delivered correctly to all customers

  • Rewards enrollments, sales and margin/customer

  • Attainment to fixed statements budget

Qualifications

  • Bachelor’s Degree/marketing or business 2-3 years’ experience at another multi-channel retailer

  • Detail- orientated

  • Strong communication and interpersonal skills; team-orientation

  • Self-motivated, with the ability to work independently

  • Excellent written and verbal communication skills

  • Superior organizational and problem-solving skills

  • Analytics – ability to understand core direct marketing financial concepts

  • Willingness to take on new projects as needed/ability to work on multiple high priority projects simultaneously

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.