Operations Executive Loyalty Programs

Key Responsibilities
Drive program KPIs across assigned loyalty programs active users, engagement rates, point consumption, and redemption activity.
Analyse program performance data to identify trends, gaps, and growth opportunities; translate data into clear insights and action plans.
Plan and evaluate campaigns assess whats working, what isnt, and recommend optimizations.
Coordinate with the MIS team to ensure timely and accurate performance reporting; prepare client-facing performance decks and internal review reports.
Study competition and conduct periodic competitive analysis to benchmark program design, rewards structures, and engagement mechanics.
Proactively suggest strategies to clients and internal stakeholders to improve program performance and member engagement.
Coordinate with the Rewards team to ensure timely and quality delivery of reward redemptions and vouchers to loyalty program members.
Coordinate with the Tech team for app and dashboard requirements, enhancements, and issue resolution.
Liaise with the Contact Centre team to monitor query resolution TATs and member experience quality.
Work with MIS and Accounts teams to ensure data accuracy, reconciliation, and timely fulfilment processing.
Support requirement documentation and process flows when new features or programs are being scoped.

Mandatory Skills
Advanced Excel pivot tables, VLOOKUP/XLOOKUP, data analysis, and working with large datasets.
Strong analytical thinking ability to study program data, identify performance levers, and build a growth narrative.
Campaign evaluation and performance management mindset.
Clear written and verbal communication comfortable preparing client-facing reports and presenting recommendations.
Project coordination across multiple internal teams simultaneously.

Good to Have
Prior exposure to loyalty programs, channel engagement, or CRM platforms.
Competitive research and market benchmarking experience.
Experience in a B2B or trade marketing environment.
Basic understanding of app-based platforms and UAT processes.

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