We’re seeking a Customer Success / Loyalty Program Manager to support our distributor network and drive Customer engagement & loyalty. This role involves developing and running the loyalty program, using data analytics to constantly improve performance of the program. The position will need to work closely with the marketing team to develop and deliver effective communication for the program and with the sales team to develop and run effective programs. You’ll build long-term relationships, implement revenue-boosting programs, and reduce churn. Ideal candidates bring 10 to 15+ years of marketing experience with a minimum of 5 years of experience of running a loyalty program. The candidate should have strong interpersonal skills, and a passion for customer success.
HOW YOU WOULD CONTRIBUTE:
- Establish clear customer retention goals
- Process landmarks for the customers and distributors to work toward
- Assist customers with setting up and navigating programs or software
- Upsell products through the loyalty programs
- Promote value through customer experience
- Assist in creating training courses and educational materials to drive the program
- Review customer complaints and concerns and seek to improve customer experience
- You will be working cohesively with other functions and collaborating constructively with peers
- Present high-quality documents to leadership
- Work effectively in a fast paced work environment, where multitasking while maintaining quality and attention to detail are the norm
SKILLS AND BACKGROUND REQUIRED TO BE SUCCESSFUL:
- Proven work experience launching/running/managing a loyalty program.
- Experience working with brand image and promoting value through customer experience
- Exceptional ability to communicate and develop positive business relationships
- Analytical, capability to work with data.
- Technical skills required, as they relate to the use of the product or service
- Accountability and personal organization are crucial
- 15+ years of marketing & consumer experience, with minimum of 5 years in a managerial position and Minimum 5 years in managing and running a loyalty program
- Degree or equivalent experience in marketing is preferred
