Loyalty Manager Resume Sample
Clifton Daniel
2857 Metz Locks,
Phoenix,
AZ
+1 (555) 433 0393
Work Experience
Loyalty Manager
12/2016
-
PRESENT
Phoenix, AZ
- Track and evaluate customers’ recommendations and requests for product and service development and improvements
- Works proactively with the RMMs to ensure relevant knowledge of local market conditions/trends are considered into the overall media strategy and plans, including but not limited to the store’s CSI, Brand Capital, VOICE, Market Fact Sheets, and Ad tracker
- Maintains an up-to-date store, implementing vitality in line with the commercial calendar and events throughout the store which exceeds IKEA visitors’ expectations
- Develop relationships with key internal and external partners to collaborate and deliver on all established objectives
- Utilize influence to deliver a world class loyalty program by leveraging partnerships, analytics and competitive insights
- Create value props and enhancements that are consistent with our clients’ brands
- Ideation & market research: Creativity in coming up with possible new benefits that uniquely fit our client brands and leverages their company assets. It’s also important to translate ideas into marketable concepts that can be evaluated through customer research
Client Loyalty Manager
03/2010
-
10/2016
Los Angeles, CA
- Improve performance of function/department through the analysis of existing business processes, identifying innovative alternatives and recommendations for more effective or efficient ‘ways of working’ /product/service
- Design loyalty program experience to enrich member’s benefit and offers
- Design and execute acquisition strategies to acquire new to bank customers for Citi unsecured products across various sales channels; both online and traditional channels such as events and roadshows
- Proactively identify new strategic partnership opportunities to drive acquisition and develop alternate sales channels
- Manage acquisition marketing budget and to optimize the cost per acquisition and sales channel productivity
- Work closely with the Citi Direct Sales and Unsecured Product teams to improve application experience and process
- Own the entire acquisition-marketing journey from initial partnership engagement for acquisition marketing to customers’ acquisition fulfilments
- Work closely with various internal stakeholders from Marketing, E-business, Legal, and Compliance, and the Decision Management teams throughout the acquisition marketing and fulfilment process
Global Loyalty Campaign Manager
09/2003
-
11/2009
Houston, TX
- Graduate, preferably in business development or sales, marketing, or related discipline, with relevant exposure to direct, branch, commercial and corporate sales
- Strong influencing, negotiation and interpersonal skills
- Strong written, oral, presentation and report writing skills
- Self-started, is self-motivated and resourceful
- Be the “CEO” of accounts and earn the trust of your clients. Manage outcomes of partnership such as P&L and overall relationship growth. Think strategically to grow profitably
- Establish strong relationships around the both in the Expedia and partner organizations
- Conduct ongoing communication with partner contacts. Be very responsive to their requests. Serve as trusted consultant to partners to grow revenues. Track and evaluate partner recommendations and requests for product and service development and improvements
Education
University of Phoenix - Shreveport-Bossier Learning Center
1997 - 2002
Bachelor's Degree in Business
Professional Skills
- Strong thought leadership skills coupled with excellent collaborative and influencing traits. Ability to act as a change agent within the organization
- Strong analytical skills - comfortable with pulling and presenting results/analysis
- Strong communication skills: listening, verbal, and written
- Excellent coordination and planning skills with a high attention to detail
- Strong analytical and problem-solving skills. Ability to analyse and interpret data and draw conclusions
- Strong organization, process documentation, project management and follow up skills
- Excellent presentation skills and enjoy constructing and delivering a story to senior leaders
How to write Loyalty Manager Resume
Loyalty Manager role is responsible for research, retail, negotiation, presentation, analytical, leadership, finance, credit, training, integration.
To write great resume for loyalty manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Loyalty Manager Resume
The section contact information is important in your loyalty manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Loyalty Manager Resume
The section work experience is an essential part of your loyalty manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous loyalty manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular loyalty manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Loyalty Manager resume experience can include:
- Strong qualitative and quantitative analytics and/or research skills with a strong eye for detail
- Excellent communication skills, both written and verbal, with an ability to synthesize large amounts of information
- Strong interpersonal and negotiation skills, ability to influence management and lead peer group
- A solid understanding of marketing communications planning and tools
- Evaluates client group success; obtaining post meeting feedback to implement more effective event results
- Experience in Loyalty planning, CRM & Insights for a customer centric consumer/retail brand
Education on a Loyalty Manager Resume
Make sure to make education a priority on your loyalty manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your loyalty manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Loyalty Manager Resume
When listing skills on your loyalty manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical loyalty manager skills:
- Outstanding organizational skills, self-motivated, creative problem solving and high attention to detail
- Proven experience in developing and delivering engaging customer propositions
- Prepare and conduct meetings for clients and other employees, requiring public speaking, facilitation and presentation skills
- Strategic thinker and creative problem solving skills
- Strong business insight and experience in a marketing strategy or analytics driven company
- Effectively networks throughout the organization to resource meetings with appropriate subject matter experts
List of Typical Experience For a Loyalty Manager Resume
1
Experience For Manager, Loyalty Resume
- Work closely with Customer Experience department to help on driving the customer loyalty and satisfaction
- Plan and implement reactivation campaign with the help of Charging & billing team to ensure smooth operation of the offer
- Deliver on partnership solutions by leading multifunctional teams, both internally and with the partner
- Conduct strategic analysis of account to find opportunities to provide additional value profitably
- Team with partner to create solutions to partnership challenges or opportunities by using partner knowledge, strategic/financial/data analysis and solution selling skills
- Evaluate partner performance on a regular basis and share performance results with key internal and external contacts
2
Experience For Client Loyalty Manager Resume
- Influence internally, externally, and at all levels
- Manages the Client Loyalty team
- Creates, forecasts and maintains the team budget
- Maintains current information on client groups, attendance statistics, equipment inventory, etc
- Facilitation at client meetings as assigned
- Develop and implement program and measurement plans
- To manage the current loyalty programme efficiently (cost and service) to deliver budgeted growth
- To come up with new initiatives to reduce Loyalty liability to the business
- To form and manage relationships with external partners and service clients to share, develop and monetise GAME Reward programme, memberships and app tools
3
Experience For Global Loyalty Campaign Manager Resume
- Work closely and lead a development team to ensure the constant evolution of the membership and Loyalty programmes
- To manage the membership programmes to ensure our best customers are retained
- Strategic thinker but with a creative angle
- Work closely with various internal stakeholders from Marketing, E-business, Legal, and Compliance, and the Decision Management teams throughout the acquisition marketing and fulfillment process
- Leverage data and analytics to develop a deep understanding of Hut Rewards member behavior, needs, and motivations
- Lead and partner with a cross-functional ecommerce, marketing, data science, and technology team to develop and implement loyalty strategies to drive business growth
- Develop customer segmentation strategies, test and learn plans, and loyalty-centric product and promotional offers to optimize marketing and customer contact activities
4
Experience For Senior Engagement & Loyalty Manager Resume
- Lead communication across Pizza Hut and associated business stakeholders to drive awareness and understanding of Loyalty member behavior and program business impacts
- Manage direct reports to conduct performance analysis using BI tools (SQL, Tableau, etc.) to uncover insights and drive program recommendations with the goal to maintain and support the growth of the loyalty program and associated business metrics
- 5–7 years of experience in ecommerce, loyalty program management, or loyalty marketing including experience with analytics and strategy
- 1–2 years of experience leading a team of direct reports
- Collaborate across the business to bring the vision to life (i.e. Data/Analytics, Technology, Brand Marketing, Digital Marketing, Store Operations, Customer Service, etc.)
- Collaborate with CRM team to build and execute A/B testing and new creative strategies to grow and strengthen the program, including seamless integration into communications across the customer journey
- Experience in the customer/loyalty marketing space
- Direct to consumer marketing experience required
- Build and execute test & learn strategies for program communication, engagement tactics and redemption center partners
5
Experience For Manager GCP Loyalty Resume
- Perform periodic and post-campaign KPI analyses to inform the business and shape future strategies
- Eye for creative development
- Implement strategies to manage lower churn among Banglalink customer base by increasing engagement through different loyalty, partnership program, and reactivation campaign
- Design and implement segment specific point based programs and campaigns
- Also plan and implement segment specific partnership programs and campaigns for Mass market/Prepaid/Postpaid/High value customers
- Propose communication plan and co-ordinate with the relevant team to ensure regular ATL/BTL communication to drive customers’ awareness for loyalty program & partnership programs and campaigns
6
Experience For Gcg-rewards & Loyalty Manager Resume
- Co-ordinate IT, Technical and all other relevant team to ensure availability of point based loyalty program data to generate and publish loyalty program performance reports
- Plan gift items for the segment based customer on recharge based campaign, support Procurement to negotiate and purchase gift packs from other companies
- Manage the partnership and insurance agency for proper campaign executions
- Responsible for developing strategic plan of actions for Le Club AccorHotels to achieve set loyalty KPIs (member revenue contribution, acquisition, retention, activation)
- Monitor loyalty KPI on monthly basis and provide action plans accordingly
7
Experience For Senior Manager, Loyalty & Redemption Resume
- Define and implement member acquisition strategy via in-hotel recruitment
- Manage the member service on complaint cases and various member inquiries to drive the loyalty program dialogue and increase member satisfaction
- Implement loyalty program member activation through special and unique member exclusive campaigns
- Help to utilize and manage an annual loyalty budget to facilitate communications, marketing initiatives and research to achieve maximum increase in member loyalty and group revenues from the loyalty channel
- To liaise with the country loyalty leaders and assist in driving the culture in hotels where are indicators of low engagement
- Analyze member data and initiative results and determine opportunities to increase ROI from budget spend and activities
8
Experience For Gcg-portfolio Usage & Loyalty Manager Resume
- Design and develop internal hotel supporting guideline and collateral to communicate the key strategy, mission, operation of the loyalty programs to hotels in Greater China to increase hotel engagement
- Work closely with communication team to boost the exposure for loyalty program in the region
- To deliver pre-opening training on Loyalty Programs in the region and to be the key point of contact for the hotel LCAH Ambassador/Certified Trainers to answer questions and to provide course content updates
- As new information is received on loyalty programs, to distribute the information to the hotels, review all training material to ensure is in line with updates and advise trainers of any changes
- Manages store level customer intelligence gathering and feedback loop, including HUTI, customer flows, and ICSS.
- Assess new market opportunities around monetization and define go-to-market strategies and tactics
- Complete market assessment of customer engagement strategies and gap analysis against current rewards programs
9
Experience For Senior Manager Loyalty / Awards Resume
- Communicate findings and recommendations, which includes preparation of executive-level written materials
- Work with Analytics team to understand value of Rewards members and value drivers and opportunities to drive incremental value and improve Net Promoter Score (NPS)
- Communicate your findings and recommendations, which includes preparation of executive-level written materials
- Develop test and learn strategies to understand the impact on customers and business performance
- Keep stakeholders up to date and engaged with projects, manage risks and look for creative solutions to resolve issues
10
Experience For Manager Loyalty Partnerships Resume
- The ability to work cross-functionally and influence others
- The ability to determine tangible actions and drive delivery through a cross functional team
- Basic knowledge of telecommunication technology and new developments
- Ensure all programs support the achievement of CPD’s customer satisfaction objectives
- Intermediate proficiency with MS Office (Outlook, Skype, Word, Excel, PowerPoint)
List of Typical Skills For a Loyalty Manager Resume
1
Skills For Manager, Loyalty Resume
- Excellent command of English and Mandarin (speaking, reading, writing)
- Work closely with marketing teams across retail brands to ensure alignment with brand equity, voice and storytelling priorities
- Highly organized with experience of managing complex projects
- Good knowledge of CRM planning and systems
- Manage complex campaign delivery through team prioritisation and resource planning
- Strong data mining ability and to read behind the reports and spot opportunity
2
Skills For Client Loyalty Manager Resume
- Strong analytical ability and understanding of Microsoft Excel, PowerPoint
- Good understanding and through knowledge of customers’ loyalty and requirement
- Post-secondary education or equivalent experience required
- Good understanding on People Management
- Online travel or ecommerce experience in account management, business development and/or professional services roles
3
Skills For Global Loyalty Campaign Manager Resume
- Tenacity to work under pressure, prioritize and work within allotted timeframes
- Superior communication skill and is able to create, develop and maintain internal and external relationships to gain support and involvement in initiatives
- Work with cross-functional teams to ensure smooth delivery of Strategic Loyalty initiatives and a coherent end-to-end customer experience
- Loyalty experience
- Proficiency in commercial planning and forecasting, driving revenue and maximizing ROI
- Negotiate and manage contracts outstanding and expiring, ensuring all have been amended to reflect current business environment and CIBC standards
- Optimize the marketing budget and assigned resources to ensure profitable return on marketing investment
- Active, energetic, passionate, with a creative and innovative way of thinking and a willingness to challenge existing paradigms
- A real passion for understanding and solving customer problems
4
Skills For Senior Engagement & Loyalty Manager Resume
- To be adapt at tackling unstructured problems and finding quick win solutions
- Calendar Management - Understanding the impact of events to the overall marketing calendar
- Overall responsibility for maintaining team Sharepoint and Client Portal sites, including document retention and clean-up
- Overall responsibility for creating yearly meeting calendar
- Socialize plans, learnings and next steps between Marketing, Merchandising, Finance, Store Operations, Analytics and Ecommerce
- Own the entire acquisition-marketing journey from initial partnership engagement for acquisition marketing to customers’ acquisition fulfillments
- Develop database marketing programs to drive enhanced revenue from existing member base
- Work closely with loyalty team in Asia Pacific for the loyalty program training courses design and knowledge refresher training
5
Skills For Manager GCP Loyalty Resume
- Work collaboratively with internal marketing teams to ensure compliance with partner contracts
- Commercial acumen and strategic understanding
- Have a test and learn approach to new digital marketing initiatives and support the roll out of test learnings across Loyalty campaigns
- Address problem solving with a practical, analytical approach
- Strategic thinking and business sense
6
Skills For Gcg-rewards & Loyalty Manager Resume
- An analytical mindset and comfortable with using data day-to-day
- The ability to perform in a dynamic and ever-changing environment
- Works well in a rapidly changing environment
- Sound understanding of Partnership programs
- Plans meeting agendas for the client meetings as assigned
- Drives the development of sessions and presenter recruitment; working with clients and internal presenters on content
- Coordinates efforts surrounding client meetings held at company conferences
7
Skills For Senior Manager, Loyalty & Redemption Resume
- Maintain additional customer facing programs to achieve desired goals related to reactivation
- To support various functions with the business such as commercial, Online and marketing with strategic decisions, based on Reward programme insights
- To work closely with the Senior team to ensure key decisions are made around maximising customer retention & spend through the Loyalty & membership programmes
- To manage the continued reviewing of the membership programme to attract and retain more customers more cost efficiently
- High standard of financial understanding
- Partner with agencies and internal teams to improve the program’s creative testing programs.
8
Skills For Gcg-portfolio Usage & Loyalty Manager Resume
- Build out the customer lifecycle and communication testing and creative capability to drive enrollments in and engagement with the program
- Manage the proprietary reward programs to ensure that point costs are appropriately managed, partnerships are fully leveraged and customer satisfaction is maximized, while ensuring compliance with CPD and CIBC policies and industry regulations
- Self-driven to take initiative and good team player
- Timely and accurate delivery of loyalty campaigns
- Growth in program enrollments, customer satisfaction and related customer sales
- Enthusiastic, high-energy and takes a ‘hands-on’ approach, passionate about customer service
- Work with the Customer Lifecycle & Retention Product owner to define the Loyalty product roadmap and create the requirements for the technology needed to support Loyalty initiatives
9
Skills For Senior Manager Loyalty / Awards Resume
- Manage the Loyalty Marketing budget and understand customer financials to build cost effective programs. Work with the Head of CRM during the forecasting, planning & budgeting processes in order to meet agreed KPIs & targets
- Optimise and deploy the Loyalty benefits associated with the Loyalty strategy. Have ownership over Push and Email communications and collaborate closely with the SEO & Performance marketing teams to ensure Loyalty activities are deployed across all digital marketing platforms
- Strong team player with ability to influence opinions without having direct authority
- Develop bespoke programs for top customers in conjunction with the Private Client team
- Work with the analytics team to define Loyalty KPIS and measure customer segment performance and identify improvements – build and analyze relevant reports, oversee test/control design and execution, evaluate commercial and technical performance
- Work with the Digital Design team to create the suite of assets required for Loyalty campaigns
- Research and recommend new strategic Loyalty opportunities
10
Skills For Manager Loyalty Partnerships Resume
- Manage and develop at least one CRM executive. Recruit talent in line with the needs of the business
- Able to proactively recognize and act on opportunities consistent with business strategy
- Lead projects cross-functionally and to integrate diverse opinions and deal with ambuigity
- Business Focus - Demonstrate understanding of the business and its customers. Consistently look for opportunities to improve expense management and business performance. Decision making based on based on cost benefit analysis and an understanding of balance sheet, P&L and resource impact
- Financial budgeting and analysis in merchant sales and campaign MIS
- Driving Hilton HHonors Growth through new Partnership Opportunities
List of Typical Responsibilities For a Loyalty Manager Resume
1
Responsibilities For Manager, Loyalty Resume
- Work independently and make decisions without supervision on complex projects
- Above average knowledge of company tools, resources, processes and procedures
- Above average knowledge of company products and services
- Multi-channel customer journeys
- 1st primary responsibilities
- 2nd primary responsibilities
- 3rd primary responsibilities
- Manage Partner relationships including monitoring contractual service levels to ensure that Partner relationships deliver tangible sustainable and compelling customer benefit programs to maintain market leading CVP’s and ensure continuous customer engagement, applying industry and competitive trends to drive enhancement and partner positioning
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