Loyalty Executive

About the Role

Systems Limited is seeking a dedicated Loyalty Executive to manage and optimize the day-to-day operations of direct-to-consumer (D2C) and business-to-business (B2B) loyalty programs in Canada. The role encompasses administering rewards, coordinating loyalty campaigns, enhancing member engagement, maintaining program governance, and liaising with external agencies to ensure an exceptional consumer loyalty experience.

Responsibilities

• Ensure seamless execution and ongoing management of the Rewards program operations.
• Oversee rewards management, campaign implementation, program mechanics, and initiatives to engage members, thereby driving acquisition, retention, and loyalty program participation.
• Enhance program adoption and engagement by delivering a smooth rewards experience while adhering to legal and regulatory standards.
• Collaborate closely with internal departments such as Marketing, CRM, Product, Technology, Analytics, Legal, and external agencies to meet loyalty program goals aligned with business objectives.
• Configure and launch a variety of rewards, including promotions, bonus point campaigns, and redemption offers.
• Manage daily operations of LoyaltyPlus and OpenLoyalty platforms, along with handling Tango and Neocurrency reward catalogues.
• Coordinate all activities related to reward setup, testing, and validation to ensure accuracy and effectiveness.
• Track reward inventory levels, monitor funding balances, and analyze redemption performance metrics.
• Support the rollout of new reward features and continuous program improvements.
• Maintain optimal functionality of reward systems to ensure a positive experience for members.
• Assist with the development and execution of loyalty campaigns across CRM, website, mobile application, and partner channels.
• Contribute to campaign planning including audience targeting, promotional tactics, and channel strategy.
• Manage campaign creative reviews and secure necessary stakeholder approvals.
• Ensure campaigns are launched punctually and in accordance with business needs.
• Monitor critical loyalty KPIs such as active membership, participation levels, redemption rates, engagement, and retention.
• Provide support for campaign performance reporting and conduct program effectiveness evaluations with analytics teams.
• Identify areas for optimization through testing and customer insights analysis.
• Maintain up-to-date program rules, earning criteria, redemption processes, and promotional terms.
• Ensure compliance with all relevant legal, privacy, and regulatory standards.
• Manage relationships with agencies and vendors contributing to the loyalty program.
• Engage actively in Agile ceremonies including backlog grooming, sprint planning, testing phases, and release validation processes.

Qualifications

• A Bachelor's degree in Marketing, Business, Engineering, Digital Commerce, or related disciplines.
• Three to five years of professional experience in loyalty management, CRM, retention strategies, digital marketing, or customer engagement roles.
• Proven experience in managing loyalty programs or rewards platforms.
• Previous collaboration with external agencies and technology partners.
• Familiarity with working in Agile or Scrum frameworks.
• Hands-on experience supporting loyalty campaign delivery and engaging customers through various initiatives.
• Knowledge of LoyaltyPlus and OpenLoyalty platforms, or similar systems.
• Proficiency in Microsoft Excel and PowerPoint for data analysis and presentations.
• Professional certifications such as PSPO (Professional Scrum Product Owner) or Scrum certification are considered advantageous.