Supervisor - Loyalty Marketing

Okada Manila; Metro Manila; Sur place; PHP 391 000 - 670 000; Plein temps

Résumé du poste

Okada Manila is seeking a Loyalty Marketing Supervisor to guide the administration and continuous improvement of Reward Circle, Okada Club, and Lifestyle Program. You will coordinate cross-functional teams across Gaming, Hotel, F&B, Spa, and Retail to deliver engaging member experiences and accurate program operations.

Responsibilities include planning campaigns, maintaining tier structures, monitoring performance, preparing reports, and supporting system enhancements.

Qualifications

• Bachelor's degree in Marketing, Business, Hospitality, or related field.
• 3–5 years in Loyalty Marketing, CRM, or related fields.
• Experience in gaming/hospitality loyalty programs is a plus.
• Excellent English communication and cross-functional collaboration.
• Strong analytical and reporting capabilities.

Responsabilités

• Assist in planning and execution of loyalty campaigns across segments.
• Maintain tier structures, benefits, reward mechanics, eligibility, and rules.
• Coordinate with Gaming, Hotel, F&B, Spa, Entertainment, and Retail for program execution.
• Monitor day-to-day operations and resolve member-related issues.
• Prepare post-campaign reports and insights; support system improvements.

Connaissances

Supervisory & Management Skills

Team Coordination & Supervision

Performance Monitoring

Planning & Execution

Problem Solving & Decision Making

Formation

Bachelor's Degree in Marketing, Business Administration, Hospitality Management, or related

Outils

Microsoft Office

CRM systems

Loyalty platforms

Description du poste

The Loyalty Marketing Supervisor supports the implementation, administration, and continuous improvement of loyalty programs under the Okada Manila ecosystem, including Reward Circle, Okada Club, and the Lifestyle Program. The role supports day-to-day program operations across customer experience, loyalty systems, campaign execution, member communications, gift redemption, reporting, and cross-functional coordination.

Working closely with internal departments and external partners, the Supervisor helps ensure loyalty initiatives are executed accurately and effectively, while maintaining a consistent member experience across gaming and non-gaming touchpoints.

II. MAJOR RESPONSIBILITIES AND DUTIES:

Loyalty Program Administration & Support

• Support the implementation and day-to-day administration of loyalty programs across different customer segments.
• Maintain program information including tier structures, benefits, reward mechanics, eligibility, membership rules, and related operational requirements.
• Assist in reviewing and updating program Terms & Conditions, Privacy Policy, operational guidelines, and internal procedures.
• Coordinate with relevant business units including Gaming, Hotel, F&B, Spa, Entertainment, and Retail to support effective program execution.
• Monitor day-to-day program operations and coordinate the resolution of operational and member-related issues to maintain program integrity and member satisfaction.

Campaign Execution & Member Engagement

• Support the planning and execution of loyalty campaigns, promotions, and member engagement initiatives across segments and tiers, including:
  • Annual loyalty promotions
  • Seasonal campaigns (e.g., Chinese New Year, Holidays)
  • Member engagement and surprise & delight activities
  • Recognition and gifting programs
• Assist in developing and implementing targeted offers based on member segments, campaign objectives, and available customer insights.
• Coordinate campaign requirements, timelines, communications, and operational execution with relevant stakeholders.
• Monitor campaign performance and prepare post-campaign reports, findings, and recommendations.
• Coordinate with Retail and Partnerships teams on loyalty-related offers, member benefits, and partnership initiatives.

Systems, Digital Infrastructure & Support

• Monitor loyalty-related systems and digital touchpoints including Engage, eKYC, members' kiosks, mobile applications, and other member-facing platforms.
• Coordinate with IT, Business Solutions, and vendors on system enhancements, issue resolution, User Acceptance Testing (UAT), and deployment activities.
• Support UAT activities, including preparation of test scenarios, execution of testing, documentation of results, and follow-up of identified issues.
• Identify system, process, and user experience improvement opportunities and provide recommendations to enhance loyalty functionality and member experience.

Omni-channel Communications & Training Support

• Coordinate loyalty communications across digital and physical touchpoints, including website, SMS, Viber, mobile applications, digital signage, flyers, welcome kits, and other relevant channels.
• Review program-related communications to ensure information is accurate, timely, consistent, and aligned with brand standards.
• Support the preparation and delivery of program training, briefings, reference materials, and refreshers for internal stakeholders and frontline teams.
• Coordinate the communication of program updates and operational changes to relevant departments.

Member Journey & Experience Management

• Monitor key member journeys and touchpoints and support continuous improvements across:
  • Sign-up (onsite and online) & onboarding
  • Digital and physical member interactions
  • Gaming and non-gaming member experience
• Consolidate member feedback, operational observations, and recurring service issues to identify improvement opportunities.
• Coordinate with relevant departments on agreed actions to improve member experience and service delivery.

Reward Circle Collections (Gift Redemption Program)

• Support the day-to-day management of the gift redemption program, including product assortment, display, inventory coordination, and campaign integration.
• Coordinate product selection and presentation to ensure alignment with brand image, member preferences, and program objectives.
• Monitor product performance, redemption trends, stock availability, and member feedback and recommend improvements where appropriate.
• Support P&L tracking, operational controls, and reporting in accordance with the approved scope and KPI documentation.

Analytics, Reporting & Research

• Prepare and maintain regular reports covering:
  • Membership growth and activation
  • Earn and redemption performance
  • Campaign participation and results
  • Tier movement and member activity
  • Benefit and privilege utilization
• Analyze program and campaign performance to identify trends, issues, and opportunities, and provide insights to support management decision-making.
• Assist in preparing management reports, presentations, and performance updates.
• Conduct competitor benchmarking and market research on loyalty programs, customer engagement practices, benefits, digital experiences, and relevant industry trends.

Governance, Risk and Financial Accountability

• Assist in monitoring loyalty budgets, campaign costs, reward expenses, and other program-related expenditures.
• Support the monitoring of reward costs, point issuance, redemptions, and other loyalty-related financial controls.
• Monitor adherence to approved loyalty program policies, procedures, Terms & Conditions, and internal controls.
• Support compliance with applicable regulatory requirements, including AMLA, PAGCOR, Data Privacy Act, and other relevant company policies.
• Identify and elevate operational irregularities, potential loyalty abuse, benefit fraud, or misuse for appropriate investigation and resolution.
• Maintain proper documentation and records to support operational controls, reporting, compliance, and audit requirements.

III. JOB SPECIFICATIONS:

Educational Requirement:

• Graduate of a Bachelor's Degree in Marketing, Business Administration, Hospitality Management, or other related fields.

Experience Requirement:

• At least 3–5 years of relevant experience in Loyalty Marketing, CRM, Casino Marketing, Hospitality, Customer Engagement, or other related fields.
• Experience in the gaming, hospitality, integrated resort, or loyalty program environment is an advantage.

Skills and Attributes:

• Supervisory & Management Skills:
• Team Coordination & Supervision
• Performance Monitoring
• Planning & Execution
• Problem Solving & Decision Making

Technical Skills:

• Proficient in Microsoft Office applications.
• Good understanding of loyalty programs, CRM, member engagement, and promotional campaigns.
• Strong analytical and reporting skills, with the ability to interpret campaign and member performance data.
• Familiarity with loyalty systems, digital platforms, mobile applications, or other customer-facing technologies is preferred.
• Experience in User Acceptance Testing (UAT) and system/process improvement is an advantage.

Other Qualifications:

• Excellent oral and written communication skills in English.
• Knowledge of Japanese, Chinese, or Korean is an advantage.
• Strong interpersonal and cross-functional coordination skills.
• Detail-oriented, organized, and able to manage multiple priorities and deadlines.
• Customer-focused with a strong understanding of service excellence.
• Able to work effectively under pressure in a fast-paced environment.