Loyalty

About the Role

Loyalty is responsible for supporting the execution, monitoring, and optimization of loyalty programs to drive customer engagement, retention, and satisfaction. The role involves coordinating with cross-functional teams, managing loyalty benefits, tracking performance metrics, and ensuring a seamless customer experience across loyalty touchpoints.

Key Responsibilities

• Support the day-to-day operations of loyalty and membership programs (e.g., rewards, points, tiers, benefits).
• Monitor loyalty transactions such as point accrual, redemption, expiry, refunds, and reversals.
• Track and analyze loyalty performance metrics (enrollments, engagement, burn vs earn, breakage).
• Assist in launching new loyalty campaigns, offers, and partnerships.
• Coordinate with Product, Tech, Business, Marketing, and Customer Support teams to resolve loyalty-related issues.
• Investigate customer complaints related to rewards, memberships, and benefits and provide timely resolutions.
• Ensure loyalty T&Cs, eligibility rules, and exclusions are correctly implemented and communicated.
• Maintain dashboards, reports, and trackers using tools like Google Sheets or Excel.
• Support audits, reconciliations, and compliance checks for loyalty programs.
• Identify process gaps and suggest improvements to enhance customer experience and operational efficiency.

Requirements & Tech Stack

• Strong analytical and problem-solving skills.
• Good understanding of loyalty concepts such as points, tiers, redemption, expiry, and campaigns.
• Proficiency in Excel / Google Sheets (pivot tables, formulas, dashboards).
• Strong communication and stakeholder coordination skills.
• High attention to detail and ability to manage multiple tasks simultaneously.

Qualifications

• Bachelors degree in Business, Marketing, Operations, or a related field.
• 0-2 years of experience in loyalty programs, operations, customer experience, or analytics (preferred).

Preferred Skills

• Strong proficiency in Microsoft Excel (VLOOKUP/XLOOKUP, Pivot Tables, IF formulas, conditional formatting).
• Hands-on experience with Google Spreadsheets (data validation, pivot tables, dashboards, automation using formulas).
• Ability to create and maintain reports, trackers, and dashboards for loyalty metrics.
• Experience handling large datasets and performing data reconciliation.
• Basic understanding of data visualization and trend analysis.
• Familiarity with loyalty programs, rewards, points, or membership systems (preferred).
• Good stakeholder communication and documentation skills.