Key Responsibilities
Loyalty Programme Operations
- Oversee the full operational lifecycle of the loyalty programme - from membership management, points issuance/redemptions, rewards as well as partner services and processes
- Monitor programme performance and resolve exceptions and escalations while maintaining the agreed service level agreements (SLAs)
- Ensure operational processes run smoothly across omni platforms and channels (Digital and in-store experiences)
QA / QC & Governance
- Design and implement quality assurance (QA) and quality control (QC) processes for all loyalty-related campaigns, rules and promotions
- Lead UAT and post-deployment validation for loyalty configurations and integrations
- Maintain audit-ready documentation and ensure data accuracy across touchpoints
Cross-functional Collaboration
- Partner with Marketing, Partnerships, Product/Tech, Finance, and CS to deliver loyalty campaigns, feature enhancements and process enhancements
- Act as the key business stakeholder in loyalty system upgrades, automation initiatives, and testing cycles
Reporting & Continuous Improvement
- Track and report on key operational metrics
- Identify operational bottlenecks and propose improvements to enhance efficiency, accuracy and customer satisfaction
Platform Ownership
- Act as the subject matter expert ( SME) for the Loyalty platform and other integrated functions.
- Translate business requirements into system configurations and rule logic
- Work closely with Tech and vendors to resolve issues, manage enhancements, and optimise platform performance
Requirements
Must-Have experience
- Bachelor's degree in Business, Marketing, or a related field
- 6-8 years in loyalty programme operations or CRM/lifecycle management roles
- Proven experience in managing QA/QC processes and working across business and tech teams
- Hands-on experience with Salesforce Loyalty Cloud or similar enterprise loyalty platforms
- Ability to manage stakeholders across business units and drive issue resolution independently
Good-to-Have experience
- Exposure to loyalty operations in retail, financial services, or e-commerce
- Familiarity with customer segmentation, LTV models, and retention mechanics
- Experience with journey orchestration or campaign tools like Salesforce Marketing Cloud
Others
- Work location: FairPrice Hub (next to Joo Koon MRT station)
