Loyalty Marketing Strategist

The Organization:
The Detroit Symphony Orchestra is known internationally for trailblazing
performances, collaborations with the world’s foremost musical artists, and a deep commitment to
serving our community. Making its home in historic Orchestra Hall at the Max M. and Marjorie S. Fisher
Music Center, the DSO actively pursues its vision to be an inclusive and culturally relevant community
where all people can experience their world through music. The DSO is a complex organization.
Operating 365 days per year, we are a performing arts institution, an educational facility, and a
community center. We are governed by an independent Board of Directors and employ both union and
non-union employees as musicians, stage crew, and administrative staff. Cultivating a unified culture
throughout the institution is an organizational imperative.

The DSO offers a unique working environment and an excellent compensation package. The Detroit
Symphony Orchestra is an Equal Opportunity Employer.

Position Summary:
The Loyalty Marketing Strategist works closely with the Marketing & Audience
Development team and reports to the Director of Subscriptions & Loyalty. This role coordinates the
development and execution of loyalty campaigns across all customer segments throughout their journey
with the organization. The goal of this position is to increase retention of the DSO’s subscriber and
audience base by developing creative and engaging strategies designed to increase usage and loyalty to
the brand.

Specific Duties and Responsibilities:
• Assist the Director of Subscriptions & Loyalty and the Senior Director, Marketing & Audience
Development in managing the annual subscription campaign including monitoring budgets,
planning timelines, developing offers, and analyzing weekly subscription sales progress
compared to previous years and toward meeting audience and revenue targets
• Executing the annual loyalty campaign that focuses on customer relationships to drive
engagement
• Constantly optimize programs by implementing a continuous learning cycle informed by data.
• Take on the test, measure, and refine methodology to run subscription and membership
programs to increase retention, reduce churn, and increase custom satisfaction
• Support execution of market research including surveys, focus groups and other research to drive
organization strategy and brand improvements
• Manage and occasionally write/edit copy for high-touch personalized communications including
letters, emails, surveys, and more
• Develop, execute, and evaluate loyalty engagement and appreciation activities including events
and concert activations
• Collaborate with counterparts in Advancement on patron benefits and how to further growth in a
patron’s lifecycle
• Work closely with the Marketing Projects Specialist on direct marketing efforts
• Effectively collaborate with leadership to guide and implement strategic direction
• Performs other duties as assigned

Required Qualifications:
• 3-5 years’ experience in loyalty marketing; preferably in the arts or non-profit sector
• Have a customer-centric mindset
• Experience with event planning and management
• Success in customer lifecycle marketing campaigns
• Demonstrated experience and investment in issues of diversity, equity, inclusion and belonging
• Ability to act independently, take initiative, and meet changing priorities
• Successful experience working in, and contributing to, a collaborative, team environment

Desired Qualifications:
• Curiosity and drive to understand patron behavior
• Experience with a ticketing software; experience with Tessitura a plus
• Data-first and strategic mindset; able to offer insights and recommendations based on analysis
• Passionate about the arts and/or classical music

Please submit a resume and cover letter to jobs@dso.org with the position title in the subject line