Sr Retail Innovation Specialist

JOB SUMMARY

OXXO USA is seeking a forward-thinking, tech-savvy, and customer-centric Senior Retail Innovation Specialist to lead the continuous evolution and optimization of our Easy Coins Rewards customer loyalty program. This position will play a key role in shaping innovative, data-driven strategies that enhance the customer shopping experience, drive customer engagement, and increase customer lifetime value across all store formats.

You’ll be at the intersection of marketing, customer experience, and digital innovation, identifying emerging retail trends, advancing loyalty solutions, and supporting cross-functional teams to execute scalable, best-in-class loyalty initiatives. This role is ideal for someone passionate about transforming insights into action while innovating the way customers interact with our brand.

QUALIFICATIONS

• Bachelor’s degree in marketing, business, data analytics, or a related field.
• 5+ years of experience in retail innovation, loyalty program development, CRM, or digital engagement strategy.
• Proven experience improving or launching customer-centric programs in a retail or convenience store setting.
• Strong analytical skills with the ability to turn customer data into meaningful action plans.
• Experience with loyalty platforms, CDPs, mobile apps, or digital product integrations is a strong plus.
• Excellent communicator and collaborator, capable of aligning diverse teams toward a shared customer vision.
• Strong project management skills with a bias for action and innovation.

KEY RESPONSIBILITIES

Customer Loyalty Program Innovation

• Lead innovation strategy for the Easy Coins Rewards program—enhancing design, usability, promotional activity and overall value proposition.
• Develop loyalty campaigns and digital features that increase promotional activity, sales, customer frequency, basket, and brand affinity.
• Proactively identify trends, technologies, and customer expectations to keep the program competitive and compelling.

Customer Journey Optimization

• Map and continuously improve the end-to-end loyalty experience across in-store, app, and digital channels.
• Identify friction points and lead initiatives that improve ease-of-use and customer satisfaction.
• Collaborate with UX, digital product, and retail operations teams to align loyalty features with real customer behaviors.

Data-Driven Insights & Strategy

• Leverage customer data to deliver targeted strategies, refine segmentation, and personalize offers.
• Monitor program performance, KPIs, and user behavior to iterate and evolve program effectiveness.
• Translate insights into action plans that impact business outcomes and customer loyalty.

Cross-Functional Program Execution

• Partner with internal teams including IT, Marketing, Store Operations, Customer Service, and Finance to implement program enhancements.
• Manage relationships with external loyalty platforms and vendors to ensure delivery of technical and service requirements.

Customer Support Integration

• Work with customer service teams to ensure smooth escalation paths and resolution protocols for program-related inquiries.
• Analyze support data to identify systemic issues and drive continuous improvement.
• Follow up and closing of customer support emails and tickets.

Scalability & Leadership Support

• Support leadership in long-term planning for loyalty and digital customer experience capabilities.
• Contribute to team development through knowledge sharing and cross-functional coaching.
• Help assess staffing and technology needs as the program scales.

PREFERRED SKILLS

• Experience working with digital wallets, mobile engagement, or app-based loyalty ecosystems.
• Understanding of behavioral analytics, customer lifecycle marketing, and retention strategies.
• Familiarity with agile workflows, rapid prototyping, and test-and-learn environments.

#LI-SC1