Customer Loyalty & Retention Manager

Lansing, Michigan, United States | Full-time | Partially remote



NeoPollard Interactive is seeking experienced, results-driven candidates to shape and lead a new loyalty and retention program supporting retail and digital sales for the Michigan Lottery. The Customer Loyalty & Retention Manager will oversee a team dedicated to building brand loyalty, creating new and innovative strategies, and driving business growth. The successful candidate will have a unique opportunity to work directly with the Michigan Lottery on a daily basis, assist with developing the vision and strategy for the program, and test innovations with robust data sets and analytics tools.



  • Lead the planning, development, and execution of loyalty and retention marketing efforts
  • Develop integrated marketing strategies and coordinate efforts to build brand experiences and drive business growth
  • Optimize acquisition, retention, win-back, personalization, and promotional strategies
  • Lead the development and execution of loyalty and retention campaigns, including offer management and communication, member segmentation, and automated messaging
  • Analyze insights and data to determine the most effective and valuable opportunities to improve marketing performance
  • Monitor competitor programs, testing and adopting best practices to continuously improve program performance and value
  • Develop individual and recurring offers, promotions, and campaigns
  • Define and document the functional and technical requirements for developing, deploying, managing, tracking and measuring offers, promotions, and campaigns
  • Prioritize projects, work schedules, campaigns, and development of system functionality
  • Set, monitor, and adhere to project timelines
  • Collaborate with other teams at both Pollard Banknote and the Michigan Lottery
  • Collaborate with a variety of vendors that provide services to the Michigan Lottery
  • Follow existing and recommend new responsible-gaming tools, functionality, and practices to ensure program growth occurs in a responsible and sustainable manner
  • Continuously review program performance and develop new ways to improve performance, increase participation, raise awareness, and sharpen metrics
  • Define and document requirements for developing, deploying, managing, tracking and measuring automated campaigns and trigger-based offers
  • Define the day-to-day operational scheduling, team meetings, plan and execute complex projects as it relates to player retention and prioritize campaign execution
  • Identify and recommend new opportunities and emerging loyalty and customer retention trends.
  • Oversee the work of professional staff by making and reviewing work assignments, establishing priorities, coordinating activities, and resolving related work problems.
  • Manage and cultivate the career development of team members
  • Provide updates, insights, and recommendations to Lottery upper management
  • Take on special projects as assigned



  • Five or more years of experience with a loyalty/reward program, CRM program, retention marketing, or a related field.
  • Expertise in digital and integrated marketing strategies, including designing data-driven multichannel relationship marketing strategies utilizing web, mobile, social, email, and traditional marketing channels.
  • Excellent communication, strategic planning, project management, and critical thinking skills.
  • Proven ability to translate complex concepts, insights, and data into actionable opportunities.
  • Ability to quickly identify and adapt to changing market conditions.
  • Management experience preferred.



  • Blue Cross medical insurance, including prescription coverage
  • Dental and vision insurance
  • Life, short-term, and long-term disability insurance
  • 401k Plan 
  • Flexible work options available 
  • May consider applicants in Ohio, Illinois and Indiana


About NeoPollard Interactive

Born in the digital domain, NeoPollard Interactive LLC (“NPi”) is an award-winning supplier of best-in-class iLottery solutions to the North American lottery market. Serving the largest share of U.S. lotteries that currently sell online, NPi helped pioneer the successful introduction of iLottery in the U.S. and, is North America’s proven partner of choice to enable regulated lotteries to design and deploy complex gaming solutions in support of generating incremental revenue for good causes through the online channel. NPi offers cutting-edge technology, a full suite of managed services, and the industry’s top performing game content, as part of its innovative and comprehensive approach to partnering for iLottery success. Jointly owned by Pollard Banknote Limited (TSX: PBL) and NeoGames S.A.(Nasdaq: NGMS)—both globally recognized industry leaders—NPi powers the most profitable iLottery programs. Visit us at

Pollard iLottery Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.