1. Job Purpose
• Responsible for all operational issues in maintaining and improving the existing Loyalty Card Program.
• Preparing and analyzing regular reports.
• Solving customer complaints related to the Loyalty Card.
2. Key Accountabilities
Generate regular defined reports and analyze (context/specific) criteria of the loyalty card performance such as turnover, visits, new registrations, cardholder’s activity, campaign success and others as required as well as recommend action plan at the company and/or store level.
Evaluate the Loyalty Program strategy and performance as well as continuously search for areas to improve the Loyalty Program to increase the percentage of customers using the Loyalty Program card.
Support with recommendations to improve the loyalty card tool, e.g. data availability, access to reports and others.
Define the yearly activity plan to attract and maintain the interest of cardholders and follow-up throughout the year.
Propose the yearly budget for the Loyalty Program including the costs for the activity plan and ensure the adherence to the approved budget.
Conduct regular benchmark studies and research to ensure Loyalty Program is competitive with other Loyalty Programs of competitors in the local market.
Develop new creative and innovative ideas for the Loyalty Program based on customer feedback, market studies and market trends.
Set appropriate control mechanism to ensure budget compliance and take corrective measures when necessary.
Maintain regular information of all relevant stakeholders about the recommendations based on the analysis and the action plan.
Follow up with relevant stakeholders on the implementation of agreed and/or corrective activities (Merchandise team, Advertising team, Operations team, Stores and Suppliers etc.)
Follow up with the card supplier on any issues that occur related to card supply, malfunctions, technical issues, quality issues etc.
Propose improvements regarding loyalty card flyers, promotion material, website appearance and user manual and follow up on the implementation of agreed actions.
Solve escalated complaints from loyalty card holders and ensure the issue is solved in a satisfactory manner as well as take corrective actions to avoid similar complaints if required.
Conduct regular loyalty card customer surveys to gain feedback on satisfaction with the actual program and ideas for improvement.
Day to day management of direct and indirect reports. Responsible for setting and delegating individual KPIs and activities to ensure targets are met. Regularly monitor and provide constructive feedback relating to performance, ensure high motivation levels, understand training and development needs and provide insights for improvement of individual performance.