Loyalty Manager

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.

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.

- Drive maximum value from partners and ensure timely delivery and execution of deliverables.

- Negotiate contracts with external vendors / partners that will lead to added value for loyalty program members.

- 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.

- Ensure successful deployment of all partnerships and partner promotions, 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.

- Maintain a long-term relationship with program partners and oversee contractual obligations are delivered with internal stakeholders (legal, finance etc.)

- Prepare and manage partner meetings in office and off-site at partner locations.

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

- Innovate and create quarterly enhancements and initiatives.

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.