Loyalty Program Specialist

Loyalty Program Specialist

Department: Sales Promotion Division Job Status: Full Time

FLSA Status: Exempt Reports to: Sales Promotion Div. Mgr.

Work Schedule: As Per Employee Handbook Positions Supervised: None

POSITION OVERVIEW:

The Loyalty Program Specialist is responsible for the daily operation, execution, and support of PPRM Hawaii’s customer rewards program. This role ensures offers are accurately configured and tested in the POS and loyalty systems, supports internal teams and vendors, and provides excellent customer service related to loyalty issues.

This position partners closely with Merchandising, Marketing, IT, Store Operations, and Executive Leadership to build and maintain a robust set of promotional offers that support the company’s customer loyalty program. Success in this role requires strong analytical, technical, and problem-solving skills, along with the ability to work collaboratively across departments.

Reasonable Accommodations Statement:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities:

• Manage and maintain promotional offers in PPRM Hawaii’s POS and loyalty systems (NCR Encor and Loyalty Pro)

• Test and validate loyalty offers to ensure accuracy and functionality

• Develop and document standardized procedures for loyalty program operations

• Analyze the performance and compliance of loyalty offers and promotions

• Troubleshoot technical and operational issues related to loyalty program execution

• Serve as a primary liaison between the loyalty program and internal teams, including Merchandising, Marketing, IT, Store Operations, and Executive Leadership

• Collaborate with marketing to create and provide single-use coupons and promotional codes for marketing materials

• Maintain positive relationships with loyalty program vendors and partners

• Provide direct customer support by resolving loyalty-related inquiries via phone and email, including points adjustments and account troubleshooting

• Build and maintain advanced Excel skills for analysis, reporting, and data management

• Occasional after-hours support as required to correct any promotional issues that may occur at retail locations

• Other related duties as required

Education:

Bachelor’s degree in Marketing, Business, Information Systems, or a related field preferred. Relevant experience may be considered in place of formal education.

Experience:

• 2-4 years of relevant experience in retail, marketing operations, customer loyalty programs, or POS system management

• Experience working with POS or customer loyalty systems (e.g., NCR Encor, NCR LoyaltyPro) is highly preferred

• Experience in a cross-functional role, collaborating with departments such as Marketing, IT, Merchandising, or Operations

• Prior experience in customer service or support roles is a plus, especially handling account or technical issues

• Familiarity with offer setup, promotions, or digital campaign execution in a retail or e-commerce environment is beneficial

Certifications:

Retail Management Certificate is a plus but not required.

Physical Requirements:

Light physical activities and efforts required working in an office environment.

Knowledge, Skills and Abilities (KSA’s):

Technical:

• Ability to work with computers using the Windows operating system and browser-based applications

• Strong Excel skills with experience using advanced formulas, data analysis, or reporting tools

• Experience with Point-of-Sale (POS) systems a plus

• Proficient in troubleshooting and analyzing workflows

• Skilled in independently prioritizing, planning, coordinating, organizing, and monitoring multiple promotion configurations simultaneously and quickly adapting to changes in time frames.

Communication:

• Proficient in the English language with the ability to effectively convey and understand information verbally and in written format.

• Ability to interface with all company levels through active listening, comprehending questions, and providing answers.

Interpersonal Relationships:

• Ability to interface with management, customers, and company personnel regularly, to obtain or provide information.

• Has the propensity to project a positive attitude and look for solutions to problems.

• Ability to collaborate through teamwork and share ideas to work towards a common goal.

• Self-motivated team player.

• Well organized, good communication, and reporting skills.

Decision Making:

• Ability to manage time and adhere to deadlines.

• Knowledge of processes necessary to make an informed decision.

• Ability to work on own initiative when minimum supervision is provided.

This position description is not a written or implied contract. It may require employees to perform other duties as circumstances of its business, competitive considerations, or the work environment change. The job duties, responsibilities, skills, functions, experience, educational factors, and the requirements and conditions listed in this job description are representative only and not exhaustive of the tasks an employee may perform. It is understood that the employee will be responsible for adhering to the company policies, procedures, and standards outlined here and in the employee handbook. The Employer reserves the right to revise this job description or add an addendum at any time.