In episode 370 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Sara Griffin, senior vice president of marketing at Saks OFF 5th. Griffin discusses why the retailer recently launched its new OFF 5TH Rewards tender-neutral loyalty program (0:43), how customer feedback informed the design of the rewards offerings (2:31), and how customers can utilize the omnichannel program (4:30). She details Saks OFF 5th's loyalty member acquisition efforts (5:47), as well as the cross-functional internal process needed to launch the OFF 5TH Rewards program (6:46).
In addition, Griffin discusses the business goals Saks OFF 5th hopes to achieve with the launch of the program (9:21), and how her team is tracking success metrics and data to improve the program going forward (10:20). Lastly, she shares how the capture of first-party data through the OFF 5TH Rewards program will fuel increased personalization across customer touchpoints (11:22).