job description
Join Metro Retail Stores Group as a Loyalty Program Manager and take the lead in designing, implementing, and optimizing customer loyalty initiatives that drive retention, engagement, and long-term revenue growth. Based in the vibrant hub of Bali, Indonesia, you will spearhead strategic programs across our retail operations, leveraging data-driven insights to enhance customer experience and brand loyalty.
In this dynamic role, you will collaborate with cross-functional teamsâincluding Marketing, Sales, and ITâto develop innovative loyalty strategies that align with business objectives. Your expertise will shape personalized rewards, tiered membership programs, and targeted campaigns that foster emotional connections with our customers. With a focus on measurable impact, youâll analyze performance metrics, refine program mechanics, and ensure seamless execution across all touchpoints.
If youâre a strategic thinker with a passion for customer-centric solutions and a track record in loyalty program management, this is your opportunity to make a tangible difference in a fast-paced, growth-oriented retail environment.
Responsibility
- Strategy Development: Design and execute end-to-end loyalty programs, including tiered rewards, points systems, and exclusive perks to boost customer retention and lifetime value.
- Data Analysis: Monitor KPIs (e.g., enrollment rates, redemption rates, customer churn) and use insights to refine program effectiveness and ROI.
- Cross-Functional Collaboration: Partner with Marketing, Sales, and IT teams to integrate loyalty initiatives with broader business strategies and digital platforms.
- Customer Segmentation: Identify and target high-value customer segments with personalized offers and communications to maximize engagement.
- Vendor & Partnership Management: Negotiate and manage relationships with third-party vendors, payment processors, and tech providers to enhance program capabilities.
- Budget Oversight: Allocate and optimize program budgets, ensuring cost-efficiency while delivering maximum customer value.
- Compliance & Risk Management: Ensure loyalty programs adhere to legal, financial, and data privacy regulations (e.g., GDPR, local consumer protection laws).
- Innovation & Trends: Stay ahead of industry trends in loyalty marketing, gamification, and digital engagement to keep programs competitive.
Qualifications
- Experience: Minimum 5 years in loyalty program management, customer retention, or CRM within retail, e-commerce, or FMCG sectors.
- Analytical Skills: Proficiency in data analysis tools (e.g., SQL, Tableau, Google Analytics) and A/B testing methodologies.
- Technical Acumen: Familiarity with loyalty management platforms (e.g., Salesforce Loyalty, Oracle, or custom solutions) and CRM systems.
- Leadership: Proven ability to lead cross-functional projects and influence stakeholders at all levels.
- Communication: Exceptional written and verbal skills in English, with the ability to craft compelling narratives for diverse audiences.
- Problem-Solving: Strong strategic and critical thinking to address complex business challenges.
- Education: Bachelorâs degree in Marketing, Business Administration, or a related field; MBA or advanced certifications (e.g., CLMP) are a plus.
- Adaptability: Ability to thrive in a fast-paced, multicultural environment with a focus on continuous improvement.