CX & Loyalty Specialist
Job Summary
We are seeking a CX & Loyalty Specialist to support the development and execution of customer experience initiatives and loyalty program strategies aimed at improving customer satisfaction, engagement, and retention.
The role focuses on optimizing the end-to-end customer journey, managing loyalty programs, and generating insights from customer data to drive measurable improvements in customer value and service quality.
Candidates with hands-on experience in Loyalty Programs, CDP (Customer Data Platforms), NPS, and Customer Satisfaction frameworks will be highly preferred.
Key Responsibilities
Customer Experience Management
- Support the execution of customer experience strategies and initiatives.
- Monitor and analyze customer experience metrics such as NPS, CSAT, and other customer KPIs.
- Map and analyze the end-to-end customer journey to identify pain points and improvement opportunities.
- Collect and analyze customer feedback through surveys, digital channels, and direct interactions.
Loyalty Program Management
- Support the design, implementation, and daily operations of customer loyalty programs.
- Manage loyalty campaigns aimed at increasing customer retention and lifetime value.
- Coordinate communication related to loyalty rewards, promotions, redemptions, and engagement initiatives.
- Track and analyze loyalty program performance and customer participation metrics.
Customer Insights & Data Analysis
- Analyze customer behavior and feedback to generate actionable insights.
- Work closely with marketing, sales, and operations teams to improve customer interactions.
- Monitor and report on customer engagement trends, loyalty program performance, and satisfaction levels.
- Utilize customer data platforms (CDP) and CRM tools to support customer segmentation and engagement strategies.
Cross-Functional Collaboration
- Collaborate with internal teams including Marketing, Sales, Operations, and Technology to ensure consistent customer experience delivery.
- Act as a key contact for CX and loyalty-related initiatives across internal stakeholders.
- Support the implementation of CX standards across customer-facing teams.
Continuous Improvement & Innovation
- Research and propose improvements in CX and loyalty management practices.
- Monitor industry trends and benchmark customer experience initiatives.
- Support testing and rollout of new CX initiatives and customer engagement programs.
Special Projects Support
- Participate in CX-focused projects and initiatives.
- Assist in project documentation, tracking, and reporting.
- Coordinate with internal teams and external vendors when required.
Key Skills & Competencies
- Strong customer-centric mindset
- Experience working with Loyalty Programs
- Knowledge of Customer Data Platforms (CDP) and CRM systems
- Familiarity with NPS, CSAT, and customer satisfaction measurement frameworks
- Strong analytical and data interpretation skills
- Excellent communication and stakeholder management skills
- Ability to manage multiple initiatives simultaneously
- Detail-oriented with strong organizational capabilities
- Problem-solving and solution-driven mindset
Qualifications
Education
Bachelor's degree in Marketing, Business Administration, Customer Experience, or a related field.
Experience
- 24 years of experience in Customer Experience, Loyalty Programs, CRM, or related roles.
- Experience working with customer data analysis and reporting tools is preferred.
- Practical exposure to NPS programs, CDP platforms, customer journey mapping, and loyalty initiatives is highly desirable.
