About The Role
We are looking for an Implementation Specialist to own end-to-end implementation of client loyalty programs on Loyallife, our loyalty platform. This role sits at the intersection of technology, data, and client delivery — you will understand a client's data and loyalty program structures, scope and plan the engagement, configure programs on the platform, run UAT, get sign-off, and transition clients into hypercare. You'll work closely with clients, and with internal Product and Engineering teams on integrations and requirements.
Key Responsibilities
Scoping & Planning
- Understand client loyalty program structures (tiers, earn/burn rules, redemption catalogs, member hierarchies, data sources) through requirement-gathering discussions.
- Create SOWs defining scope, timelines, deliverables, and assumptions.
- Define and own the project plan across the implementation lifecycle.
Data & Integrations
- Understand client data (CRM, POS, e-commerce, transaction systems) and map it to platform requirements.
- Work with Tech and Product teams to define integration requirements and resolve data or system issues.
- Validate, cleanse, and reconcile data to ensure loyalty program calculations (points, tiers, rewards) are accurate.
Program Configuration
- Set up loyalty programs on Loyallife based on client requirements — earn/burn rules, tier logic, redemption workflows, approval flows.
- Follow best-practice configuration standards; flag platform gaps to Product where client needs exceed current capability.
UAT & Sign-off
- Run client UAT: prepare test scenarios, validate program outputs against expected points/rewards, track and resolve issues.
- Drive client sign-off before go-live.
Hypercare & Handover
- Own the hypercare period post go-live — monitor program runs, resolve early issues, ensure client confidence in the system.
- Transition client to steady-state support with clear documentation (solution design, data mapping, program configuration notes, runbooks).
Stakeholder Collaboration
- Act as the primary implementation point of contact for the client through the project lifecycle.
- Translate technical/data concepts into clear, business-friendly communication for client stakeholders.
- Manage multiple client implementations in parallel.
Experience
Required Skills & Qualifications
- 3–7 years in SaaS implementation, solutions consulting, or technical client delivery roles.
- Experience with loyalty programs, rewards platforms, or customer engagement/retention platforms strongly preferred.
Data & Analytical Skills
- Strong understanding of data structures, relational databases, and basic data modeling.
- Hands-on with SQL and data tools (Excel, Google Sheets, or BI tools).
- Ability to work with large datasets and validate calculation logic accurately.
Technical Skills
- Experience with APIs, file-based integrations (CSV, SFTP), and data pipelines.
- Comfort working with technical teams to troubleshoot integration and data issues.
Delivery Skills
- Experience writing SOWs and managing project plans for client implementations.
- Strong UAT and sign-off management experience.
- Excellent stakeholder management and communication skills.
Good to Have
- Prior experience with loyalty, rewards, or customer engagement platforms.
- Experience in retail, fintech, or e-commerce SaaS products.
- Background in consulting or client-facing delivery roles.
