Partner with business units to shape program strategies and design including program earn rules and criteria, loyalty tier structure and qualifications, rewards and redemption proposition and flows, campaign journeys, engagement mechanics, and customer communications
Drive end-to-end loyalty program delivery and project management, including:
Maintain project plans, milestones, dependencies, risks, issues, and governance routines.
Drive issue resolution, decision tracking, and escalation to sponsors, working teams, and steering committees as needed.
Coordinate key delivery milestones, including UAT, business sign-off, launch readiness, go-live, and post-launch stabilization.
Ensure business requirements align with the overall loyalty strategy, customer experience principles, operational feasibility, and technology roadmap.
Manage coordination with internal stakeholders, external loyalty partners, and operational teams across contact centers, branches, digital channels, and relevant support functions.
Coordinate the launch of loyalty campaigns, customer missions, member communications, and related engagement initiatives.
Define, track, and report key performance indicators, adoption metrics, campaign results, and operational readiness status.
Key Qualifications
Experience
5–10+ years of experience in project management, program management, product management, CRM, loyalty, cards, digital banking, or customer engagement.
Proven experience delivering large-scale loyalty or customer engagement programs in banking, financial services or consumer-facing industries (e.g., retail, telco, airline, hospitality)
Proven experience leading cross-functional business projects from requirements gathering through implementation, launch, and post-launch review.
Core Skills
Strong project planning, stakeholder management, communication, and problem-solving skills.
Ability to translate business strategy into clear requirements, delivery plans, operating models, and launch actions.
Comfortable working across business, technology, operations, compliance, analytics, marketing, and external partner teams.
Comfortable working with businesses cases, program P&L, campaign ROI, program budget modeling
Ability to manage third-party platform vendors and partners in a large-scale project
