CardVault by Tom Brady - Loyalty & App Program Manager

The Loyalty & App Program Manager will own the strategy and day-to-day execution of CardVault by Tom Brady’s app and loyalty ecosystem, ensuring it aligns with broader corporate marketing and brand goals. While maintaining a fully functioning, accurate app is a core responsibility, the primary strategic priority of this role is the continual expansion of our loyalty and rewards program - growing the ways customers earn and redeem points in order to increase retention and drive repeat, point-based purchasing. This role does not require coding or hands-on development - instead, it requires strong ownership instincts, cross-functional communication skills (internal and external), and the ability to translate business goals into clear requirements that technical partners can execute against. This is a Manager-level role with a defined growth path as the app and loyalty program expand in scope and revenue impact.

As a Loyalty & App Program Manager, a typical day might include the following:

Representative but not exhaustive. Other duties may be assigned.

Strategy & Roadmap Ownership

• Own the ongoing strategy for growing CardVault’s loyalty and rewards program - identifying new ways for customers to earn and spend points - as the primary driver of customer retention and repeat, point-based purchasing.

• Own the app/loyalty product roadmap end-to-end - from initial concept through launch, measurement, and iteration - in partnership with the Director of Ecommerce, with loyalty/rewards expansion as a standing roadmap priority alongside core app maintenance.

• Translate corporate marketing campaigns and brand priorities into app-specific requirements, working closely with marketing to ensure the app and rewards program reinforce broader CardVault initiatives.

• Manage intake and prioritization of new app and loyalty initiatives, balancing marketing campaign timing against technical feasibility and development partner bandwidth.

Development Partner & Cross-Functional Management

• Serve as the day-to-day business owner of the relationship with our app development partner (e.g., our loyalty/community platform team), managing priorities, deliverables, and performance against expectations.

• Partner with Ecommerce and the Digital Marketing team, Finance, and IT/systems stakeholders to confirm app functionality (points, rewards, discounts, wallet balances) reconciles cleanly with financial and inventory systems.
• Work closely with the VIP team to scope, prioritize, and roll out app and loyalty features tailored specifically to the VIP customer cohort.
• Run cross-functional status meetings and development partner calls, ensuring action items are documented and closed out.

Execution, QA & Risk Management

• Gather and prioritize feature requests and fixes from customer service, marketing, and ecommerce, then manage them through to resolution with technical partners.
• Own QA/UAT for new app features prior to launch, confirming functionality works as intended from a business and customer standpoint.
• Identify and escalate risks (financial, operational, compliance) tied to app functionality before they become bigger issues.
• Maintain documentation of app processes, workflows, and decisions so institutional knowledge doesn’t live solely with our development partner.

Performance & Customer Experience

• Track loyalty and rewards performance metrics (enrollment, engagement, points earned/redeemed, retention) and turn data into clear recommendations for growing program participation.
• Continually identify and pitch new loyalty/rewards mechanics, campaigns, and earning opportunities designed to increase customer retention and encourage point-based purchasing.
• Act as the internal “voice of the customer” for the app and rewards experience, flagging friction points and growth opportunities.
• Lead go-to-market planning for new app features or loyalty program expansions in partnership with marketing, aligning rollout timing to campaign strategy., * This is a hybrid role based out of the Boston, MA office, with standard business-hours availability.
• Primarily desk-based work requiring regular computer use and cross-functional meetings
• May require occasional flexibility to support development partner calls, launches, or promotional periods outside standard hours.
• Occasional travel for development partner meetings may be required.

This job might be for you if you demonstrate the following abilities and meet the following qualifications:

• 2-4 years of experience in product management, ecommerce, loyalty/rewards, digital marketing, or a related operational role (technical/engineering background not required).
• Strong cross-functional communication skills (internal and external), including experience holding development partners accountable to deliverables.
• Strong organizational and project management skills - comfortable owning a process from idea to launch to iteration.
• Ability to translate business/marketing goals into requirements for technical teams without writing code.
• Clear communicator, comfortable presenting to senior stakeholders, including Finance.
• Detail-oriented, with a strong sense of ownership over data integrity and financial accuracy as they relate to app functionality.
• Experience with Shopify, loyalty platforms, or ecommerce operations a plus, not required.
• A growth mindset toward loyalty and rewards programs - genuinely curious about what drives customer retention and repeat purchasing, and motivated to keep expanding the program rather than simply maintaining it.
• Bachelor’s degree in business, marketing, or a related field preferred, or equivalent practical experience.