JOB DESCRIPTION: Loyalty Manager
Department: Marketing
Position Overview
The Loyalty Manager is responsible for developing, managing, and growing The Bistro Group's customer loyalty programs. The role ensures that loyalty initiatives drive customer engagement, retention, frequency of visits, and incremental sales across all brands. This position works closely with Marketing, IT, Operations, and Finance to deliver a seamless and rewarding customer experience.
Key Responsibilities
1. Loyalty Program Strategy & Development
- Lead the end-to-end strategy, development, and enhancement of The Bistro Group's loyalty programs.
- Identify opportunities to improve program structure, rewards, benefits, and customer experience.
- Conduct competitor benchmarking to ensure the program remains competitive and relevant.
2. Program Management & Execution
- Oversee daily operations of the loyalty platform, including member onboarding, reward issuance, redemptions, and customer support coordination.
- Coordinate with IT for system maintenance, updates, and troubleshooting.
- Ensure all program mechanics, promotions, and member communications are accurate and timely.
3. Data Analytics & Reporting
- Analyze member behavior, transaction patterns, and campaign performance to guide data-driven decisions.
- Generate regular reports on program KPIs such as enrollment, activation rate, redemption rate, frequency, and customer lifetime value.
- Identify trends and insights to improve member engagement and drive revenue.
4. Campaign & Promotion Management
- Collaborate with the Marketing team to create targeted loyalty campaigns, exclusive offers, and member-only promotions.
- Coordinate with Operations and Brand Teams to ensure proper rollout and execution across stores.
- Monitor campaign performance and optimize future initiatives based on data results.
5. Cross-Functional Collaboration
- Partner with Operations for store-level training and communication regarding loyalty program processes.
- Work with Finance to validate reward costs, reimbursements, and budget allocation.
- Coordinate with Customer Service to ensure consistent and high-quality support for loyalty program members.
6. Customer Experience & Engagement
- Ensure a seamless and rewarding member experience across digital and in-store touchpoints.
- Handle escalated concerns related to member accounts, points, and redemptions.
- Continuously introduce new features, rewards, and partnerships that add value to the loyalty ecosystem.
Qualifications
- Bachelor's degree in Marketing, Business Management, or related field.
- Minimum 3–5 years of experience in loyalty management, CRM, digital marketing, or customer engagement roles.
- Strong analytical skills with the ability to interpret data and create insights.
- Experience with CRM/loyalty platforms, mobile apps, or digital systems is an advantage.
- Excellent project management, communication, and stakeholder coordination skills.
- Highly organized, detail-oriented, and able to work in a fast-paced environment.
Key Competencies
- Customer-Centric Mindset
- Data Analysis & Reporting
- Strategic Planning
- Project & Stakeholder Management
- Digital Literacy (CRM, loyalty systems, dashboards)
- Communication & Presentation Skills
- Problem-Solving & Decision-Making
