Delivery Manager, Member Rewards
Job Overview
PenFed is hiring a (Hybrid) Delivery Manager, Member Rewards at our Tysons, Virginia location. The primary purpose of this position is to lead the strategy, delivery, and ongoing management of PenFed’s Member Rewards and Loyalty programs. This role is responsible for designing, implementing, and optimizing loyalty capabilities that drive member engagement, retention, and lifetime value, aligned with PenFed’s growth strategy.
The Member Rewards Manager will partner closely with Marketing, Product, Finance, Technology, and external vendors to deliver scalable, compliant, and measurable loyalty solutions, with a strong preference for experience leveraging Salesforce Loyalty Management or similar enterprise loyalty platforms.
Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.
Loyalty & Rewards Leadership
- Own the end‑to‑end Member Rewards and Loyalty strategy, including earn, burn, tiering, promotions, and partner redemptions.
- Lead the implementation and enhancement of Loyalty platforms, preferably Salesforce Loyalty Management.
- Define loyalty program success metrics including engagement, activation, redemption, and ROI.
- Manage loyalty program lifecycle from concept through launch and continuous optimization.
Program & Platform Delivery
- Lead requirements definition, system design, configuration, testing, and rollout of loyalty initiatives.
- Partner with IT and architecture teams to ensure solutions align with PenFed Reference Architecture and security standards.
- Ensure loyalty capabilities integrate seamlessly with member data platforms, digital channels, and marketing systems.
- Oversee phased delivery across MVP, enhancements, and future‑state roadmap.
Operational Excellence & Governance
- Provide leadership during production releases and Sev1 / Sev2 incidents impacting rewards or member experience.
- Ensure data accuracy for points accrual, redemption, and reporting.
- Manage vendor relationships for rewards fulfillment, partners, and loyalty service providers.
- Ensure compliance with regulatory, audit, privacy, and financial controls.
Cross‑Functional Partnership
- Collaborate with Marketing and Product teams on campaigns, offers, and promotions tied to loyalty.
- Partner with Finance on points liability, budgeting, and reconciliation.
- Act as the primary loyalty subject‑matter expert for business stakeholders.
People & Team Leadership
- Manage and mentor a team of 5–10 associates and/or contractors.
- Set clear objectives aligned to member experience and business outcomes.
- Promote a culture of accountability, innovation, and continuous improvement.
Qualifications
Equivalent combination of education and experience is considered.
- Job requires a Bachelor’s degree in Engineering or MBA in a closely related technical field, and 8 years of progressive software development experience.
- Bachelor’s degree in Business, Marketing, Information Systems, or a related field; MBA preferred.
- 8+ years of experience in loyalty programs, rewards management, or digital engagement platforms.
- Hands‑on experience implementing or operating enterprise loyalty solutions (Salesforce Loyalty Management preferred).
- Strong understanding of points economics, member behavior, promotions, and partner ecosystems.
- Proven ability to lead cross‑functional initiatives and influence senior stakeholders.
- Experience with AI preferred.
Supervisory Responsibility
This position will supervise employees.
Licenses and Certifications
- Salesforce Loyalty Management experience or certification.
- Salesforce Admin or related Salesforce certifications.
- Agile / Scrum certification (CSM or equivalent).
Work Environment
While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.
*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*
Travel
Limited travel to various worksites is required.
#LI-Hybrid
About Us
Berkshire Hathaway HomeServices PenFed Realty, LLC is a full-service real estate company ready to assist our clients with buying, selling and renting a home. The company is a wholly owned subsidiary of PenFed Credit Union and is the largest independently-owned brokerage in the Berkshire Hathaway HomeServices network, placing us in the top 1% of all real estate brokerages in the country.
With almost 60 offices and nearly 2,000 world-class sales professionals, we offer complete service coverage in Virginia, Maryland, the District of Columbia, Delaware, Pennsylvania, West Virginia, Florida, Tennessee, Kansas and Texas. In addition, we also offer specialized client services which include management of vacation properties and long-term rentals, corporate relocation services and national referral network.
Equal Employment Opportunity
PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.
PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.