Loyalty operation Manager

Chaberton Professionals; Varese; In loco; EUR 45.000 - 70.000; Tempo pieno

Descrizione del lavoro

A leading company in international retail is seeking a Loyalty Operation Manager to enhance customer engagement through an optimized loyalty program. The role demands strategic and analytical expertise to drive customer growth across channels. Candidates should have strong managerial capabilities, experience in CRM, and a keen focus on customer satisfaction.

Competenze

• 5+ years of experience in customer loyalty, CRM, or retention marketing.
• Deep knowledge of loyalty, marketing automation, and personalization strategies.
• Experience managing a small team and working collaboratively.

Mansioni

• Lead a team of loyalty specialists responsible for executing loyalty initiatives.
• Manage a global loyalty program focused on customer acquisition and retention.
• Optimize program initiatives based on customer insights and business goals.

Conoscenze

Data Analysis

CRM

Problem-Solving

Customer Retention

Formazione

Bachelor’s degree in Marketing, Economics, Business Administration, Data Analytics or a related field

Descrizione del lavoro

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.

The successful candidate is a strategic, data-driven thinker and an excellent team player capable of working cross-functionally with internal teams (marketing, commerce, IT, finance, retail, digital, customer service) to align loyalty initiatives with business objectives.

They leverage data analytics to measure program effectiveness, optimize campaigns, and drive profitability while maintaining a customer-centric approach.

Responsibilities

1. Lead a team of loyalty specialists responsible for executing loyalty initiatives.
2. Plan and coordinate the team's daily activities, evaluating and improving execution processes and productivity.
3. Foster a culture of innovation, collaboration, and customer-centric thinking within the team.

Loyalty Program Operations

1. Manage a global loyalty program tailored to local business needs that drive customer acquisition, retention, and engagement.
2. Improve program processes to ensure efficiency and accuracy in member acquisition, point accrual, redemption, and overall program functionality throughout the customer lifecycle.
3. Develop and manage the rewards catalog to impact customer engagement and satisfaction while ensuring economic sustainability.
4. Collaborate with finance and legal departments to articulate the economic impact and liability of the membership program, ensuring cost-effective solutions and maximizing program value.
5. Continuously optimize program initiatives based on economic and engagement performance, customer insights, market trends, and business goals.
6. Promote a learning and testing culture for loyalty offers to understand performance nuances.
7. Stay updated on industry trends, emerging technologies, and best practices in customer loyalty.

Customer Engagement & Omnichannel Experience

1. Work with marketing, retail, and digital teams to promote the membership program across all channels.
2. Develop in-store strategies to increase membership sign-ups and usage.
3. Create and optimize training materials, FAQs, POS materials, etc., for the loyalty program.
4. Ensure constant and effective communication to keep stakeholders informed and aligned on priorities.

Promotional Campaigns & Budget Management

1. Oversee promotional and engagement activation plans aligned with business priorities, ensuring profitability.
2. Forecast and manage budgets for promotional initiatives to ensure ROI.
3. Monitor campaign performance and adjust strategies to improve cost efficiency and effectiveness. Prepare reports and share results with stakeholders.

Customer Data & Insights

1. Leverage customer data analytics to understand shopping behaviors, preferences, and trends to increase engagement and repeat purchases.
2. Analyze data points to prepare reports on program effectiveness and opportunities for improvement.
3. Monitor and analyze customer feedback (via tools like Medallia or collaboration with customer service) to enhance the loyalty program experience.

Requirements

• Bachelor’s degree in Marketing, Economics, Business Administration, Data Analytics, or a related field.
• 5+ years of experience in customer loyalty, CRM, or retention marketing, preferably in an omnichannel retail environment.
• Deep knowledge of loyalty, CRM, marketing automation, and personalization strategies, including technology and consumer behavior.
• Proficiency in data analysis and data-driven decision-making.
• Strong analytical skills with the ability to assess diverse data points, measure success, and present ROI.
• Excellent problem-solving skills focused on business impact.
• A customer-first mindset with a strong understanding of retention strategies.
• Experience managing a small team and working collaboratively across functions.