about the RoleLead the end-to-end operations of the loyalty program across all business unitsChampion of customer experience and ensures implementation of the ideal customer journey across all omnichannel touchpoints.Leads insight generation based on both online & retail customer feedback and current loyalty industry trends.Effectively handle & address internal & external customer concerns with strict compliance to agreed processes, policies, and guidelines.Key Tasks and ResponsibilitiesManage the loyalty customer care team, ensure that all processes in handling customer concerns are followed, and provide regular feedback to the management regarding insights from such concerns.Take ownership for the resolution of Integrated Retail B2C complaints, feedback and compliments, liaising with other service partners as required.Visit and conduct an audit of loyalty program execution at the store level. Ensuring all agreed processes and executions are followed by store employees. Liaise with store officers and provide assistance for any support needed.Oversee the loyalty control operations which include points management, customer KYC, and fraud detection. Establish new or improve existing processes as necessary.Participate in any user acceptance testing that the development team will conduct, providing insights from the retail/store operations perspective.Leads the knowledge transfer through trainings of store officers for all business units the loyalty program is active in.Master all types of customer journeys of the different business units involved and support developmental projects that would reflect the requirements of each business unit.Acquire in-depth knowledge of and work with internal systems, understanding both their individual use and how they relate to each otherQualification & Skills3+ years of experience in retail operations, loyalty operations, or related fields.A Bachelor’s degree in Industrial Engineering, Business, Economics, Marketing, or a related field of studyAdvance knowledge of MS Office Suite (Excel & PowerPoint)Excellent ability in using data to measure performance, infer conclusions, and make decisions.Ability to effectively communicate with cross-functional teamsAbility to work under pressure in a fast-paced and rapidly changing environmentFluent in English and Filipino
