Loyalty Programme Manager - Friends & Family
Job details
Our Customer Experience Department is in search of a culture fit Loyalty Programme Manager to join our team and play a key operational role in supporting our customers and various business stakeholders to achieve business objectives to create and deliver our Customer Strategy. The role will require the incumbent to work effectively across multiple teams, including some external partners, to proactively seek relevant information in order to effectively support the overarching customer objectives & ensure the delivery of a world class customer service. It's important that we find individuals who are a great fit for our business. The ideal candidate will be a team player, have a high attention to detail and enjoy working in a fast-paced and high-pressure environment. This is a fast-changing role with evolving expectations, and we are looking for someone who has a natural aptitude for customer data and problem-solving capabilities to push the boundaries. We're looking for people who embody our values of Trust, Innovation & Passion and aren't afraid to challenge the status quo. Key Duties
- Oversee all loyalty projects and requirements from a day-to-day basis, by working closely with Brand, Create and Technical partners.
- Responsible for the management of operational activities for a Loyalty programme and applications, with specific focus on defining the requirements and partnering with relevant teams to drive successful delivery.
- Respond to and prepare customer reports for various stakeholders and / or key meetings.
- Update stakeholder / user training materials as well as leading training sessions to Customer Team as new capabilities are rolled out.
- Project manage operational projects from inception to final delivery.
- Assist planning of the resource with IT Product Owner based on business requirements and priorities.
- Manage and contribute to team deliverables using Monday.com (or similar workflow management tools).
- Effective stakeholder management.
- Support in final quality assurance and sign-off of new developments and / or business rules.
- Day-to-day operational management of programme benefits; for example, core benefits, competitions, and research surveys.
- Final review and sign-off of new developments in line with requirements and / or business rules.
- Draft business requirements and work directly with the relevant product owners / IT teams to brief and drive delivery.
- Customer reporting both for performance and insights.
- Budget Management.
- Bachelor’s degree in marketing, advertising, or commerce.
- 5+ years of experience in project management, loyalty marketing, direct marketing, or similar role.
- 2+ years of knowledge of CRM tools for reporting, campaign management, and marketing automation.
- Experience with CRM marketing campaigns, promotional planning, and loyalty marketing advantages.
- Strong analytical skills and experience with translating customer insights into successful loyalty strategies.
- Excellent communication, presentation, and project management skills.
- Strong budget management skills.
- Good collaborator and experience in managing diverse stakeholders across portfolios.
- Experience with Salesforce or similar technology preferred.
- Passionate and proactive customer problem solver.
- Strong administration skills.
- Team player.
- Attention to detail.
- Time management.
- Excellent communication, both verbal and written.
- Excellent time management skills and ability to deliver in tight time frames.
- Experience in managing a budget.
- Work well under pressure with strong attention to detail and consistency.
- Project Management
- Loyalty Strategy Development & Operational Implementation
- Customer Reporting
- Stakeholder Management
- Budget Management
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