Job PurposeResponsible for developing, managing, and optimizing the company’s loyalty program to increase customer engagement, retention, and overall customer value.
Key Responsibilities
- * Develop and implement the loyalty program strategy. including tier’s structure, earn-and-burn mechanics, retentions rewards and the annual program roadmap.
- Manage and enhance loyalty initiatives, benefits, rewards, and customer engagement activities.
- Analyze customer behavior and loyalty program performance.
- Develop targeted campaigns and offers to improve customer retention and engagement.
- Monitor key loyalty KPIs and provide regular performance reports and recommendations.Coordinate with Marketing, CRM, Sales, Digital, and Operations teams to ensure effectiv execution.
- Manage relationships with loyalty partners and relevant service providers, includin negotiating partnership agreements, Scope of works (SOW), Change requests (CR) and managing loyalty platform vendors.
- Identify opportunities to improve the customer experience and strengthen customer loyalty.
- Manage the loyalty program budget and points liability in partnership with Finance,ensuring the program delivers a positive, measurable ROI.
- Ensure the program complies with applicable data privacy regulations and internal policies on customer data and consent.
- Manage the technical partner's cross-functional team of developers, UX/UI, and data specialists to build and manage the loyalty platform, mobile app features, and integrations.
- Act as Product Owner for the loyalty product by managing the backlog, writing user stories and acceptance criteria, and maintaining the product roadmap.
- Lead weekly progress meetings with the technical partner covering both the business side (priorities, loyalty initiatives, campaign needs,and KPI results) and the technical side (development progress, integrations, system performance, issues, and risks), and agree on clear action points, owners, and deadlines.
Requirements
- * Bachelor’s degree in Marketing, Business Administration, or a related field.
- [4–6] years of experience in loyalty programs, CRM, customer experience, or a similar role (Retail sector), including at least [2] years managing a loyalty program end-to-end.
- Strong analytical and communication skills.
- Experience in customer segmentation, campaign management, and data analysis, with hands-on proficiency in Excel and a BI tool (e.g., Power BI or Tableau); SQL is a plus.
- Strong project and stakeholder management skills.
- Good understanding of customer engagement and retention strategies.
- Experience with loyalty or CRM platforms is an advantage.
- Certified in Agile methodologies is preferred.
