Loyalty operation Manager

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 (marketing, commerce, IT, finance, retail, digital, customer service) teams 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

Team Leadership & Management

● Lead a team of loyalty specialists responsible for executing loyalty initiatives.

● Plan and coordinate the team's day-by-day activities. Promptly 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 customers lifecycle.

● Develop and manage the rewards catalog guaranteeing the selection impacts customer engagement and satisfaction, as well as the catalog is economically sustainable.

● 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 learning agenda and testing culture for loyalty offers, seeking to understand performance nuances.

● Stay updated on industry trends, emerging technologies, and best practices in customer loyalty. Customer Engagement & Omnichannel XP

● Collaborate with marketing, retail, and digital to promote the membership program effectively across all channels.

● Develop in-store strategies to increase Membership Program sign-ups and usage.

● Produce and optimize loyalty Program training materials, FAQ, POS materials, etc.

● Guarantee constant and effective communication to keep all stakeholders well-informed and focused on priorities. Promotional Campaigns & Budget Management

● Is accountable for promotional and engagement activations roadmap in line with business priorities and assuring profitability of the program.

● Forecast and manage budget for promotional initiatives to ensure return on investment (ROI).

● Track campaign performance and adjust strategies to improve cost efficiency and effectiveness. Prepare reporting and share the results with internal stakeholders. Customer Data & Insights

● Leverage customer data analytics to understand shopping behaviors, preferences, trends and generate new tactics to increase engagement and repeat purchases.

● Analyze diverse data points to prepare regular reports and presentations on program effectiveness and opportunities for improvement.

● Monitor and analyze customer feedback (through tools like Medallia, or close 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, ideally in an omnichannel retail environment.

● In-depth knowledge of Loyalty, CRM, marketing automation and personalization programs including strategy, technology and consumer behavior.

● Data proficiency with experience in data-driven decision-making.

● Strong analytical and economic acumen with ability to analyze diverse data points to inform strategic recommendations, and measure the success of loyalty strategies and present results, highlighting ROI.

● Excellent problem-solving skills with a focus on business impact.

● Customer-first mindset with a strong understanding of retention strategies.

● Experience managing a small team and working

Location: Milan