MISSION
The Operations Specialist, Loyalty plays a key role in driving the performance and effectiveness of our loyalty program. The role is responsible for supporting overall loyalty program operations, including offer creation and optimization, targeting and tracking, and loyalty data insights. Working cross-functionally, the Specialist will contribute to the development of targeted campaigns, the analysis of member behavior, and the ongoing improvement of the loyalty experience. The Operations Specialist will also support the creation and documentation of loyalty processes, maintain and evolve program scorecards, and help design key customer journeys. With a hands-on approach and strong attention to detail, this role ensures our loyalty program remains insight-driven, measurable, and aligned to member and business needs.
KEY PERFORMANCE METRICS
- Increase in overall loyalty program satisfaction and engagement as measured by CSAT, NPS
- Growth in active loyalty member count and year over year retention rate
- Increase in member engagement rates for loyalty related communications
- Strong performance on personalized offers including redemption rate and ROI
- Measurable increase in loyalty campaign efficiency, accuracy, and overall execution quality
KEY ACCOUNTABILITIES
Functional
- Support the development and evolution of loyalty program reporting and performance scorecards.
- Establish frameworks to measure the impact of loyalty programs and targeted initiatives, including return on investment and member-level performance.
- Design and optimize loyalty campaign structures and promotional mechanics that align with program objectives and member needs.
- Partner with email, data and marketing teams to execute personalized campaigns, working to ensure correct audience identification, as well as post campaign reporting
- Partner with the email marketing team to define and track loyalty-specific email performance metrics, ensuring campaign effectiveness and alignment with loyalty goals.
- Act as the subject matter expert (SME) on the loyalty platform, providing guidance, troubleshooting, and training to internal teams to ensure consistent and effective use of the tool across the organization.
- Identify and implement process enhancements that reduce inefficiencies, improve campaign execution, or streamline internal workflows.
- Investigate customer service inquiries related to targeted offers
Strategic:
- Partner with Data and Analytics team translate customer data into actionable insights that inform strategy and drive continuous improvement in the loyalty experience.
- Map and analyze key customer journeys to identify friction points and opportunities to enhance the loyalty experience across touchpoints.
- Support the responsible collection, enrichment, and usage of first-party data from loyalty members, while ensuring compliance with privacy regulations and maintaining data security best practices.
People
- Collaborate with others to drive flexible and iterative solutions, quickly and easily
- Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
- Help others see the impacts of their efforts and proactively engage other functions to get input
- Encourage others to freely share their point of view and be open to feedback
Cultural
- Model Indigo鈥檚 beliefs and convey a positive image in everything you do
- Celebrate diversity of thought and have an open mindset
- Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes
- Embrace, champion and influence change through your team and/or the organization
SCOPE
Reports to: Director, Loyalty
Manager once Removed (MOR): Chief Marketing Officer
KEY RELATIONSHIPS
Internal:
- Loyalty
- Email Marketing
- Performance Marketing
- Data Engineering
- Data Science
- IT
External:
- 3rd party data, service and solution providers