About the role

This role focuses on managing customer loyalty programs, redemption and reward strategies, and value-added services. You will develop strategies, plans, and guidelines to support and enhance loyalty program performance, create customer retention, and promote repeat purchases. You will design and manage redemption processes, develop strategies tailored to customer segments, and analyze customer trends and insights to develop benefits. You will collaborate with partners to increase diversity and coverage of rewards and special offers. You will drive customer spending and brand engagement, coordinate with internal departments, and track key performance indicators such as retention rates, churn, sales growth, and customer retention. You will develop value-added services strategies that support holistic customer health management, design services that enable smooth policy servicing aligned with business objectives, and deliver services exceeding customer expectations. You will develop multi-channel marketing communication campaigns and create revenue to promote programs. You will work closely with design teams to develop promotional and customer communication materials, collaborate with event and marketing teams to create impactful activities, gather customer feedback and market trends, and prepare and monitor key performance indicators. You will prepare reports for management on value-added services, analyze campaigns, and provide insights and recommendations to improve customer engagement and return on investment.

Key responsibilities

• Develop and implement loyalty program strategies, plans, and guidelines to support program performance and efficiency

• Design and manage redemption processes and methods, developing strategies tailored to strategic customer segments

• Analyze customer trends and insights to develop benefits and value-added services

• Collaborate with partners and allies to increase diversity and coverage of rewards and special offers

• Drive customer spending and brand engagement through loyalty program benefits

• Coordinate with internal departments and track key performance indicators including retention rates, churn, sales growth, and customer retention

• Develop value-added services strategies supporting holistic customer health management

• Design value-added services enabling smooth policy servicing aligned with business objectives

• Develop multi-channel marketing communication campaigns and create revenue to promote programs

• Prepare reports for management, analyze campaigns, and provide insights to improve customer engagement and return on investment

About you

• Bachelor's degree or higher in Marketing, Business Administration, or related field (cumulative grade point average 2.8 or above)

• 5-10 years of experience in marketing, loyalty building, CRM, or customer engagement programs

• Strong analytical skills for data-driven decision making and campaign performance analysis

• Knowledge of long-term relationship building, customer relationship management tools, and customer experience journey planning

• Ability to work cross-functionally and manage projects in constantly changing environments

• Strong communication skills, project management capabilities, and ability to collaborate effectively with others

• Commitment to building customer engagement and understanding market trends