Senior Customer Experience Specialist (Loyalty Program Management)Công ty Cổ phần Vàng bạc Đá quý Phú Nhuận - PNJ

Position Summary:
We are seeking a highly motivated and detail-oriented Senior Executive to lead the planning, execution, and optimization of our loyalty program. The ideal candidate will play a key role in driving customer engagement, retention, and value creation through innovative loyalty initiatives. This role involves close collaboration with cross-functional teams to enhance customer satisfaction and deliver measurable business results
A. Key Responsibilities:
Loyalty Program Strategy & Execution:
Develop and implement effective loyalty program strategies to enhance customer retention and lifetime value.
Design, launch, and manage loyalty campaigns to achieve customer engagement goals.
Monitor program performance, analyze customer data, and recommend improvements.
Customer Engagement:
Build strong customer relationships by delivering value-driven loyalty rewards and experiences.
Manage communications related to loyalty program benefits, updates, and promotions.
Collaborate with customer service teams to resolve loyalty-related queries or concerns.
Data Analysis & Reporting:
Track, measure, and analyze key loyalty program metrics (e.g., participation rate, redemption rate, ROI).
Generate regular reports and insights to inform business decisions and identify trends.
Use customer data to segment audiences and personalize loyalty offers.
Cross-Functional Collaboration:
Partner with marketing, product, and operations teams to integrate the loyalty program into the overall customer journey.
Work closely with IT and vendors to ensure seamless program execution and system updates.
Coordinate with external partners or affiliates to enhance the program's offerings.
Program Innovation:
Stay updated on industry trends and emerging technologies in loyalty program management.
Identify and implement innovative strategies to keep the program competitive and engaging.
Test and roll out new reward structures, gamification, or exclusive benefits.