SCOPE OF THE JOB
The Customer Engagement & Loyalty Specialist is responsible for managing and optimizing Mike Sport's customer loyalty program across e-commerce platforms, the mobile app, and retail stores, ensuring a seamless and engaging omnichannel customer experience. The role develops and executes loyalty initiatives, customer journeys, segmentation strategies, and engagement campaigns that drive member acquisition, repeat purchases, retention, and customer lifetime value.
Working closely with the Marketing, E-Commerce, Retail, and Customer Service teams, the specialist ensures effective program execution, continuous performance optimization, and consistent delivery of the brand's customer engagement strategy across all touchpoints.
KEY RESPONSIBILITIES:
Loyalty Program Management:
- Manage the loyalty program across app, website, and stores: tier structure, earn and redemption mechanics, rewards, and member communications
- Maintain the loyalty roadmap in alignment with the marketing calendar and commercial objectives
- Monitor program health (enrollment, active members, redemption, points liability) and propose improvements
Customer Engagement & Campaigns:
- Own the customer engagement platform: build and manage member journeys, segments, and loyalty campaigns across push, in-app, email, SMS, and WhatsApp
- Create and maintain behavioral segments (e.g. VIP, at-risk, dormant members) to deliver relevant, personalized communications
- Plan and execute member-exclusive offers, referral programs, and engagement campaigns that drive enrollment and repeat purchases
E-Commerce Performance & Retention:
- Use loyalty mechanics (point incentives, member offers, behavioral triggers) to support e-commerce conversion and retention
- Own loyalty-driven retention metrics in coordination with E-Commerce and Marketing (repeat purchase rate, member vs non-member conversion and AOV, loyalty-attributed revenue)
- Coordinate with the E-Commerce team on loyalty visibility across the site and app (points to earn, reward balance, redemption at checkout)
Customer Service & In-Store Coordination:
- Act as the main point of contact for loyalty-related matters with Customer Service: resolution protocols for points, redemptions, and tier issues
- Train Customer Service and in-store teams on program updates, enrollment, and redemption
- Support in-store enrollment initiatives that drive new member registrations and app downloads
Online-to-Offline (O2O):
- Ensure members can earn and redeem points seamlessly across online and in-store channels
- Support omnichannel loyalty campaigns that connect digital engagement with in-store activity
Reporting & Insights:
- Analyze member behavior and loyalty performance, and produce regular reports for management
- Translate insights into recommendations for Marketing and E-Commerce on segments, rewards, and engagement
JOB REQUIREMENTS
- Education: Bachelor's Degree in Marketing, Business Administration, Digital Marketing, Communications, or a related field. Certifications in CRM, customer engagement platforms, or marketing automation are an advantage.
- Experience: at least2 to 4 years of experience in loyalty, CRM, customer engagement, or retention marketing. Hands-on experience with a customer engagement platform is required. Experience in retail or e-commerce is preferred.
- Linguistic Skills: Advanced in written & spoken English and Arabic, French is a plus.
- Computer Skills: Proficiency with a customer engagement platform, strong Excel/Google Sheets for reporting, and familiarity with Google Analytics. Experience with Shopify or POS systems is valued
