Loyalty Program Manager

Job Description

• Deliver new loyalty program features and capabilities on time and within budget.
• Build and maintain trust-based relationships with local and remote key partners and stakeholders.
• Manage timelines of multiple projects
• Partner with technology owner(s), to ensure business requirements are being translated into the desired consumer experience: direct projects with the consumer experience in mind.
• Manage relationships with key loyalty vendors.
• Translate customer experiences into clearly defined product requirements, managing prioritization and trade-offs to ensure delivery of a great consumer experience.
• Strategy: help define the overall vision, strategy, proposition and roadmap of our loyalty program, to determine its fit/evolution to the vision and roadmap.
• Team with internal marketing teams to drive member acquisition, engagement and sales impact through effective communication channels (digital, social, advertising).
• Commercial Delivery: define and link program KPIs to business outcomes, and conduct audits to confirm the program is being delivered consistently and improved over time.
• Program management: Oversee program operations to provide optimal Customer experience across channels and Customer segments.
• Customer Focus: Map and evaluate various Customer journey scenarios to optimize member experience.
• Review Customer feedback to influence program modifications and enhancements.
• Project management: Manage cross functional teams including internal and external partners to plan and deliver program delivery and enhancements.
• Reporting: Analyze performance, assist VIP Customer Engagement on forecasting and annual budgeting.
• Customer Service: Manage customer enquiries and business resolution.
• Ambassador: Be an ambassador for Carina’s customer-first approach.

Job Requirements

• At least 5 years experience in same position or Equivalent to it.
• Previous tele-com experience is preferrable.
• Fluent in English.
• Excellent Communication Skills.
• Bachelor Degree in Marketing or equivalent preferred from AUC or GUC, etc.……