Loyalty Specialist (3 months contract extendable)

• Recommend and implement an annual Loyalty marketing plan to drive enrollment in the program and increase customer engagement in the program
• Design and deliver targeted loyalty campaigns in coordination with programing and operations to drive admissions growth.
• Conduct data analysis as required to understand the behaviors of customers in relation to the loyalty program campaigns. Incorporate any insights into personalized campaigns and future planning
• Conduct regular reviews of the program and keep abreast of emerging trends in the loyalty space. Incorporate any insights into future planning.

Marketing

• • Ensure all Loyalty marketing campaigns are delivered on time, within budget and are a key driver in influencing customer behavior and increasing sales uptake.
  • Ensure that the loyalty sections on the website and app are always up-to-date and are in line with customer needs
  • Coordinate with the Marketing team and the Creative agency to design relevant artworks and collaterals and ensure that all deadlines are met. Ensure that all collateral adheres to brand guidelines.
  • Work across the Marketing team to communicate the loyalty POS production requests, ensuring timely and accurate delivery to cinemas at least 3-4 days prior to the start of campaigns.

Analytics & Reporting

• • Provide in-depth and regular analysis of the performance of NPC (enrollment, earning, redemptions, revenue…) to management teams and utilize such analysis to identify opportunities to enhance the effectiveness of the program.
  • Monitor and assess campaign effectiveness and identify ways to improve activities.
  • Analyze revenue impact of loyalty and communicate results appropriately.
  • Develop and maintain a monthly dashboard with relevant loyalty KPIs to ensure key metrics are top of mind and put in place corrective actions.

Loyalty Program Management

• • Be the focal point for all activities related to NPC
  • Deliver continuous training to the operations and call center team on NPC to ensure high level of understanding of the program and proper implementation loyalty processes
  • Coordinate with IT team to implement promotions in the loyalty system
  • Identify improvements areas in the loyalty customer experience and coordinate with the relevant departments to implement it
  • Setup the automated communication emails and SMS with the support of the loyalty vendor, including monthly loyalty statements, welcome/upgrade emails, redemption notifications…
  • Ensure at-cinema execution of loyalty campaigns to engage customers
  • Act as an escalation point for any NPC related issues or complaints ensuring that all issues are resolved in a timely manner.