Summary

Reporting to the Head of Loyalty & Rewards, the Loyalty & Rewards Strategy Manager will be responsible for developing and implementing strategies to enhance customer experience and loyalty. This role involves designing, executing, and optimising loyalty and rewards programmes that drive customer engagement, increase customer lifetime value, and improve overall customer satisfaction.

Responsibilities & Duties:

1. Create comprehensive loyalty and rewards strategies that align with the company’s objectives and customer expectations.
2. Analyse customer data and behaviours to identify opportunities for enhancing loyalty and developing personalised rewards.
3. Gather and analyse customer feedback to continuously improve the loyalty and rewards experience.
4. Develop and implement strategies to optimise the pricing of rewards, ensuring they are attractive to customers while maintaining cost-effectiveness for the company.
5. Manage the budget for loyalty and rewards logistics, ensuring cost-effective utilisation of resources.
6. Stay up-to-date with the latest Web3 trends, particularly those related to NFTs, tokens, and decentralised applications (dApps) that are being used in loyalty and rewards.
7. Collaborate with the partnership team to enhance and expand the rewards portfolio, ensuring a diverse and appealing range of rewards for customers.
8. Establish KPIs and metrics to track the effectiveness of loyalty programmes and our rewards, providing regular reports and insights to senior management.
9. Work closely with cross-functional teams including Partnership, Business Intelligence, Marketing, Product, and Customer Support to ensure seamless execution of customer experience and loyalty initiatives.
10. Stay informed about industry trends, competitor programmes, and emerging technologies to ensure our loyalty strategies remain innovative and competitive. 

Requirements:

1. Strong analytical skills with the ability to interpret complex data and develop actionable insights.
2. Proven experience with Web3 technologies (e.g. NFTs, tokens, smart contracts) and understanding of their use cases in loyalty and rewards.
3. Excellent project management and organisational skills.
4. Proven ability to develop and implement successful loyalty strategies.
5. Exceptional communication and interpersonal skills.
6. Creative thinking and problem-solving abilities.
7. A passion for Web3, blockchain technologies, and decentralised economies.
8. Knowledge of sport, especially football, is considered an advantage.
9. Willingness to travel as needed.

Skills

• Analytical Thinking
• Communications Skills
• Operations
• Problem Solving
• Strategic Thinking
• Team Collaboration