Loyalty Manager

Job Purpose

The Job Holder Is required to set up, develop, manage & execute loyalty program strategies & enhancements by coordinating with internal departments into operation, while measuring success and results for ongoing program enhancement.

Key Accountabilities:

• Product Development.

- Monitor program member database & all inquiries, complaints and requests received via Customer Care team across communication channels (email, call centre, social media etc.)

- Deliver program internal projects and their completion in a timely manner.

- Review of analysis / recommendation sent by the Loyalty Consultant and Business Development Manager.

- Review and approval of the final product as prepared by the loyalty department.

- Coordinate directly with external consultant/vendor to ensure stable and effective business operations.

- Establish and maintain account management plans for partners as it relates to the KPI objectives of the Loyalty Program. This will include partner system set up, reporting and partner marketing campaign setup & analysis.

- Manage the end-to-end promotions process for each partner, including management of the creative approvals process, promotion design, legal approval and external communications.

- Drive problem resolution with internal resources as well as the partner to ensure offering are serviced according to standards, potential risks are mitigated and revenue goals are met

- Use research and analysis, market/industry insights to identify new partners with local & global partners in different industries such as Retailers, Travel & Tourism, Electronics, etc. that would drive revenue and commercial growth.

- Plan end to end campaigns, which includes developing campaign briefs, data analysis and campaign reporting.

- Develop goals & strategies to ensure that the Loyalty department is fully focused on achieving objectives.

• Customer Experience Management

- Apply well-proven communication and problem-solving skills to guide and assist the Customer Care Team to respond sufficiently to member queries.

- Increase Customer Care team communication skills with program members and set defined methods of communication and/or responses

- Establish a customer satisfaction survey on timely periods that would measure overall customer loyalty and assist in future core program enhancements.

- Conduct regular mystery shopper calls to evaluate team.