Loyalty Manager

Job Summary

The Loyalty Manager is responsible for creating, managing, and optimizing the company’s loyalty program to boost customer engagement, retention, and value.

Responsibilities

• Design and execute the loyalty program strategy, including tier structures, earn-and-burn mechanics, retention rewards, and the annual roadmap.
• Oversee and improve loyalty initiatives, benefits, rewards, and customer engagement activities.
• Analyze customer behavior and loyalty program performance metrics.
• Create targeted campaigns and offers to enhance customer retention and engagement.
• Track key loyalty KPIs, deliver regular reports, and coordinate with Marketing, CRM, Sales, Digital, and Operations teams for effective execution.
• Manage relationships with loyalty partners and service providers, including negotiating agreements, scopes of work, change requests, and vendor management.
• Identify ways to enhance customer experience and loyalty.
• Handle the loyalty program budget and points liability in collaboration with Finance to ensure positive ROI.
• Ensure compliance with data privacy regulations and internal policies regarding customer data and consent.
• Lead the technical partner’s cross-functional team to develop and manage the loyalty platform, mobile app features, and integrations.
• Serve as Product Owner for the loyalty product by managing backlog, writing user stories and acceptance criteria, and maintaining the product roadmap.
• Conduct weekly progress meetings with the technical partner covering business priorities and technical development, agreeing on action points, owners, and deadlines.

Requirements

• Bachelor’s degree in Marketing, Business Administration, or related field.
• 4–6 years of experience in loyalty programs, CRM, customer experience, or similar roles in the Retail sector, with 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; proficient in Excel and a BI tool such as Power BI or Tableau; SQL knowledge is a plus.
• Strong project and stakeholder management abilities.
• Good understanding of customer engagement and retention strategies.
• Experience with loyalty or CRM platforms is advantageous.
• Agile certification is preferred.

We refresh listings regularly, but some roles close early on the source platform.