Specialist Loyalty Operations

Role Overview:

The Specialist, Loyalty Operations is responsible for the day-to-day operations of loyalty program. This role involves ensuring smooth execution of loyalty campaigns, offers, vouchers, analysing customer engagement data, collaborating with cross-functional teams, and enhancing the customer experience through innovative loyalty initiatives. The Specialist will also be responsible for troubleshooting program issues, coordinating with internal and external stakeholders, and driving continuous improvements to maximize customer retention and program effectiveness.

Key Responsibilities:

Loyalty Program Administration

• Administrator of the Customer Loyalty Platform
• Set up the program configuration and any changes from time to time for all member segments including earn, redemption and any other features / benefits.
• Development of processes to support successful delivery of the loyalty programs in line with defined quality standards.
• Responsible for promotion rules configuration and testing to ensure that the outputs are in adherence to the campaign rules including pre campaign launch simulations.
• Regularly monitor fraudulent activity and devise new fraud monitoring reports based on learnings based on member’s activity.
• Responsible to ensure that the partner transactions and billings are processed in a timely manner
• Work closely with the Campaign specialist to deploy all the campaigns thru the loyalty application.
• Prepare the monthly MIS and handle complaints and customer issues regarding loyalty programs in line with the required standards.
• Collaborate with the business to position and grow the loyalty programs and assist in enhancing their business value propositions.
• Liaise with external vendors and service providers in all loyalty projects to ensure prompt delivery and smooth functioning of the projects.
• Handle escalated client queries and problems raised and assure timely provision of solutions, ensuring optimum client satisfaction.
  
  

• Plan and conduct awareness sessions and trainings for Call Centre and Retail teams on identified development areas related to knowledge and exposure to Loyalty Programs to support effective promotions of the service offerings and create a customer centric culture.
  
  

• Together with the Manager and business leaders, design the successful delivery of product and service solutions and ensure that the highest level of customer service/support is maintained, and that each delivery is fully evaluated with the customer.
  
  

• Manage and monitor the loyalty program systems to ensure timely availability, performance, scalability, data integrity and security.
• Handle issues that come up daily in the loyalty systems and provide the required inputs to enhance loyalty systems and take ownership of the loyalty systems from a business perspective.
• Manage installation and configuration of new modules, system enhancements and updates with new product offerings etc., maintain and monitor existing systems as per protocol.
• Conduct new accounts set-up and active directory administration as per defined quality standards.
• Ensure implementation of software changes and installation of new modules, upgrades, patches and database migration under the assigned area of responsibility and evaluate, document, monitor, configure, and tune existing systems.
• Ensure parameters are set to provide fast query response to users by understanding the needs and monitoring alerts and security to resolve issues and incidents as per the defined methodologies and procedures and handle escalated critical errors.
• Generate reports to monitor performance of defined systems as per defined SLA’s and share these reports with the users.
• Ensure optimal performance and uptime by accessing system administration procedures and methodologies.
• Ensures that system hardware, operating systems, software systems, and related procedures adhere to the technology guidelines and policies outlined.
• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
• Coordinate with IT to define and assess the suitability of IT hardware and software requirements which meets the requirements of the current and future program requirements based on a cost benefit analysis.
  
  

• Manage the process of cleaning all available customer data to minimize discrepancies and duplications and make use of this data to better understand customers.
  
  

• Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media.
• Provide fault investigation activities to isolate and resolve core business solutions problems.
• Undertake appropriate changes and system tuning to ensure optimum performance.
• Ensure backup is undertaken to ensure the availability and integrity of business systems at all time
  
  

• Plan, co-ordinate and implement effective security measures to safeguard database integrity and user management.
  
  

• Support in providing specifications of IT software and hardware maintenance to facilitate the vendor process.
• Liaise with business and loyalty program management to map IT requirements and coordinate with vendors’ representatives on the same.
• Conduct UAT to validate smooth system operations post enhancements and changes.
  
  

• Bachelors / Master’s in Marketing/Science/Business Administration
• 5 years + in Loyalty program platform and operations.
• Strong strategic thinking, analytical, and problem-solving skills.
• Good communication and interpersonal skills.
• Ability to thrive in a dynamic and fast-paced environment.
  
  

• Experience in integrating and aligning various technical platforms such as Marketing CRM, Mobile App, Point of Sale systems, SAP Financial platform etc with the Loyalty Platform
• Experience in writing user stories using product management and development tracking tools.
• Proven multi-channel experience with heavy emphasis on online, offline and mobile app channels.
• Experience in knowledge of data bases, networks, development environments
• Experience in Marketing CRM will be desired
• Ability to work independently and as part of a team in a matrixed environment.
• Should be self-driven and exceptional in communication and collaboration skills.
• Strong project management skills with ability handle multiple initiatives simultaneously.
• Knowledge of customer segmentation and personalization strategies.