Contract Details: Full time (40h/week), 2 days/week smart working
Division: Marketing
Direct Team: Customer Growth
Start date: As soon as possible
RESPONSABILITA'
The Loyalty Program Activation Specialist is responsible for advancing the B2C loyalty initiative. The primary goal is to enhance customer acquisition and engagement across all commercial touchpoints, increasing long-term value through a unified and high-quality loyalty journey.
The specialist manages the end-to-end deployment of the program, encompassing strategic design, value definition, and the execution of targeted promotional activities. By utilizing data-driven insights, they evaluate performance, refine marketing efforts, and ensure the program remains both profitable and focused on customer needs.
This role requires a blend of critical-thinking and collaborative skill. The specialist must work effectively with various internal departments, including marketing, IT, finance, and retail, as well as external partners to ensure loyalty projects support broader organizational goals.
Strategy & Activation
Design and execute the promotional and engagement roadmap across all channels (web, app, in-store) to ensure business profitability and program growth.
Design and optimize the "Earn & Burn" loop and develop rewards catalog to maximize customer lifetime value and satisfaction.
Execute omnichannel loyalty campaigns that bridge in-store and online customer experiences.
Platform Management & Data
Manage the loyalty platform technical setup, including segmentation, promotion monitoring, and troubleshooting.
Analyze campaign performance and market trends to deliver actionable insights and ROI-focused reporting.
Process & Collaboration
Collaborate with global product teams and local stakeholders to refine customer identification processes and UX.
Align internal departments on loyalty priorities through clear, strategic communication and knowledge sharing.
CANDIDATE QUALIFICATIONS
Possess 2-4 years of professional experience specializing in loyalty program management and data-informed decision-making.
Demonstrated expertise in project management with a background in executing omnichannel activations.
Strategic thinker with the ability to translate complex data sets into actionable customer insights and ROI-focused strategic recommendations.
Adopt a customer-centric approach rooted in a deep understanding of effective retention strategies.
Results-driven individual who is both a proactive problem-solver and a collaborative team player.
Required professional proficiency in both English and Italian (verbal and written).
PERFORMANCE INDICATORS (KPIs)
Growth & Acquisition: Total number of active customers and volume of new accounts.
Engagement & Retention: Active redeemer rate, churn rate, and loyalty program CSAT scores.
Revenue & Behavior: Average revenue per user, purchase frequency, and the percentage of identified transactions.
Marketing Consent: Overall Opt-in percentage.
