Chaberton Professionals, a division of Chaberton Partners dedicated to the research and selection of Middle Management profiles, is currently looking for a Loyalty Operation Manager for an International Retail Company .
JOB PROFILE
The Loyalty Operation Manager oversees the execution and optimization of the membership program to drive customer growth and engagement across all sales channels. This role focuses on streamlining operational processes, optimizing ROI, and maximizing customer lifetime value by delivering a seamless and rewarding loyalty experience.
She / he is a strategic thinker and data-driven, but also an excellent team player able to work cross-functionally with internal teams (marketing, commerce, IT, finance, retail, digital, customer service) to align loyalty initiatives with business objectives. She / he leverages data analytics to measure program effectiveness, optimize campaigns, and drive profitability while ensuring a customer-centric approach.
RESPONSIBILITIES
* Lead a team of loyalty specialists responsible for executing loyalty initiatives.
* Plan and coordinate the team's day-to-day activities. Evaluate and improve the execution process and productivity.
* Foster a culture of innovation, collaboration, and customer-centric thinking within the team.
* Loyalty Program Operations
* Manage a global loyalty program adapted to local business needs that drive customer acquisition, retention, and engagement.
* Manage and improve program processes to ensure efficiency and accuracy in member acquisition, point accrual, redemption, and overall program functionality throughout the customer lifecycle.
* Develop and manage the rewards catalog to impact customer engagement and satisfaction, ensuring economic sustainability.
* Work closely with finance and legal departments to articulate the economic impact and liability of the membership program, ensuring cost-effective solutions while maximizing program value.
* Continuously optimize the program initiatives based on economic and engagement performance, customer insights, market trends, and business objectives.
* Enable a learning agenda and testing culture for loyalty offers to understand performance nuances.
* Stay updated on industry trends, emerging technologies, and best practices in customer loyalty.
* Collaborate with marketing, retail, and digital teams to promote the membership program across all channels.
* Develop in-store strategies to increase membership sign-ups and usage.
* Produce and optimize loyalty program training materials, FAQs, POS materials, etc.
* Ensure constant and effective communication to keep stakeholders informed and aligned with priorities.
* Promotional Campaigns & Budget Management
* Manage promotional and engagement activation roadmaps aligned with business priorities, ensuring profitability.
* Forecast and manage budgets for promotional initiatives to ensure ROI.
* Track campaign performance and adjust strategies to improve cost efficiency and effectiveness. Prepare reports for internal stakeholders.
* Customer Data & Insights
* Leverage customer data analytics to understand shopping behaviors, preferences, and trends, devising tactics to increase engagement and repeat purchases.
* Analyze data points to prepare reports on program effectiveness and improvement opportunities.
* Monitor and analyze customer feedback to enhance the loyalty program experience.
REQUIREMENTS
* Bachelor’s degree in Marketing, Economics, Business Administration, Data Analytics, or related fields.
* 5+ years of experience in customer loyalty, CRM, or retention marketing, ideally in omnichannel retail.
* Deep knowledge of loyalty, CRM, marketing automation, and personalization programs, including strategy, technology, and consumer behavior.
* Proficiency in data-driven decision-making and analytics.
* Strong analytical, economic acumen, and ability to measure ROI.
* Excellent problem-solving skills focused on business impact.
* Customer-first mindset with a strong understanding of retention strategies.
* Experience managing a small team.
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