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Agenda & Speakers

Loyalty360 Awards Finalist Presentations: Customer Loyalty Strategy

Wednesday, October 27, 2021 - 10:00 AM - 11:00 AM
The finalists competing in the 2021 Loyalty360 Awards will share details of their programs and strategies in fast-paced, 10-12 minute presentations. These presentations give attendees a chance to hear first-hand from the brands that are delivering experiences that set them apart from the competition in creating loyal customers. 

As a part of the award process, all registered conference attendees are eligible to vote for platinum, gold, silver, bronze and honorable mention (if applicable) for each category. Winners will be announced during the Loyalty360 Awards dinner on October 27 (Loyalty360 Award finalist and Loyalty360 member-only). 

Category Description - Customer Loyalty Strategy
Through a combination of technology, training, socialization, and implementation, finalists in the Customer Loyalty Strategy category are truly dedicated to keeping customer loyalty top of mind. This category recognizes brands that have implemented an effective long-term customer loyalty strategy with measurable impacts. The Customer Loyalty Strategy may or may not include a traditional customer loyalty/rewards program.


Chad Nikola, Director of Customer Retention, American Eagle Outfitters

Chad Nikola is a customer first leader with a record of evolving and optimizing loyalty and personalization programs. He is currently serving as the Director of Customer Retention at American Eagle Outfitters where he recently led the complete rebrand and relaunch of AEO’s loyalty program - Real Rewards by American Eagle & Aerie. Chad’s background (Target, CVSHealth, Catalina) has helped shape his unique perspective on Loyalty/CRM programs and his unwavering passion for the customer.

Matthew Heenan, Director of Caesars Rewards Financial Services, Caesars


Caitlin Pitblado, Manager of Digital Strategy, Tim Hortons

Caitlin Pitblado is the Manager of Digital Strategy at Tim Hortons where she helps set the vision and direction for initiatives within the Tims digital ecosystem. As a result of joining the company through the Leadership Development Program, Caitlin also has experience from the marketing and supply chain teams which helps her when thinking about the full-scale implications of the team’s Digital priorities. Caitlin grew up in Vancouver before heading East to attend Western University where she received her HBA degree from Ivey Business School.

Erin Levzow, Vice President Marketing Technology, Del Taco

Erin Levzow is Vice President of Marketing Technology for Del Taco Restaurants. Prior to her current role Erin was the CMO for Marcus Hotels & Resorts. Levzow has served as vice president of customer relationship marketing (CRM), loyalty and marketing for Hathway in Austin, Texas, a customer service experience company specializing in helping billion-dollar brands develop mobile-first strategies. Levzow’s extensive marketing and digital experience also includes serving as senior director of digital, social, CRM and e-commerce for Wingstop Restaurants in Dallas, Texas, and serving as vice president of marketing and technology for Freebirds World Burrito, where she oversaw the marketing initiatives for nearly 100 restaurant chains. Levzow began her career at Caesars Entertainment in Las Vegas and went on to work for MGM Resorts International and Palms Casino Resort & Palms Place Hotel and Spa.

She received a bachelor’s degree from Illinois State University and holds a Master’s Marketing Strategy Certificate from the Johnson Graduate School of Management at Cornell University.

Melissa O'Neill, Director of NA eCommerce, Lenovo

Melissa O’Neill is currently the Director of North America eCommerce sales for Lenovo. She is responsible for leading the strategy and execution for Lenovo’s online routes to market, including lenovo.com and marketplaces. Melissa has over 20 years of eCommerce experience involving roles ranging from P&L management, strategic planning, business development, sales/account management, customer experience and loyalty. She enjoys anticipating what the future of eCommerce looks like and building data-driven plans that deliver to both business KPIs and customer expectations.

Matt Moore, Vice President of Digital and Loyalty, Tim Hortons

Matt Moore is the Vice President of Digital and Loyalty at Tim Hortons where he leads the strategy and execution of these areas to help improve the guest experience.  Matt is a member of the Tim Hortons leadership team and during his 3 years has helped reset the digital agenda for the brand. Matt spent the previous decade outside of Canada, moving back to join the Tims team. Prior to joining Tims, he worked for Yum! Brands as Chief Customer Officer for Pizza Hut Europe where he helped begin a digital transformation at Yum! through the creation of Pizza Hut Digital Ventures.  He also worked for over 4 years at The Boston Consulting Group in their London and Dubai offices.  Matt holds an MBA from London Business School and a BSc (Hons) in Chemical Engineering from Queens University.

Agenda Overview

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