Job Description

Job Title: Loyalty Commerce Specialist

Department: Marketing / Customer Experience
Location: Qatar
Reports To: Loyalty Program Manager / Head of Marketing

Job Purpose:

The Loyalty Commerce Specialist is responsible for managing, optimizing, and growing the organizations loyalty and rewards programs. The role focuses on developing strategies to enhance customer engagement, retention, and lifetime value through loyalty initiatives, partnerships, and digital commerce channels.

Key Responsibilities:

1. Loyalty Program Management

• Plan, execute, and monitor loyalty campaigns and promotions to drive engagement and repeat purchases.

• Manage program structure, tiers, and benefits to ensure competitiveness and customer satisfaction.

• Coordinate with cross-functional teams (Marketing, Sales, IT, Finance) to ensure seamless program operations.

• Track key performance indicators (KPIs) such as member acquisition, retention rate, redemption ratio, and ROI.

2. Partner and Vendor Coordination

• Identify and onboard strategic partners for loyalty redemption, offers, and rewards.

• Negotiate contracts, offers, and campaign terms with vendors to maximize program value.

• Maintain strong relationships with external vendors, payment partners, and affiliate networks.

3. Data Analytics and Reporting

• Analyze member behavior, purchase patterns, and engagement metrics to optimize program effectiveness.

• Prepare regular reports and insights for management to guide business decisions.

• Use CRM and analytics tools to segment customers and personalize loyalty offers.

4. Digital & E-Commerce Integration

• Integrate loyalty program features into e-commerce and mobile platforms.

• Ensure seamless user experience (UX) for earning and redeeming points online.

• Collaborate with the digital team to enhance visibility of loyalty benefits across digital channels.

5. Customer Engagement & Communication

• Develop targeted email, SMS, and in-app communication to promote loyalty offers.

• Handle customer queries related to loyalty program operations and redemptions.

• Gather feedback to continuously improve loyalty program offerings.

Qualifications & Experience:

• Bachelors degree in Marketing, Business Administration, or related field.

• 36 years of experience in loyalty program management, CRM marketing, or e-commerce.

• Experience with loyalty management platforms (e.g., Comarch, Oracle Loyalty, Salesforce Marketing Cloud) is an advantage.

• Strong analytical skills and proficiency in Excel, Google Analytics, or Power BI.

• Excellent communication, negotiation, and project management skills.