Purpose: The primary purpose is to support loyalty program ongoing operations for key clients.
Scope:
The Operations Officer will be mainly responsible for providing support to the Loyalty Director for the operations of loyalty programs.
This includes program operations: triaging escalation inbox, record keeping, working with offer partners and loyalty platform partners, user testing, partnership support, data and reporting, basic research tasks, basic copy writing, admin support, and any other tasks as required by the client.
The Operations Officer will be exposed to all other areas of the business to help understand how loyalty consulting leads into program implementation and operations.
Loyalty program operations
Triaging escalation inbox
- Continuous monitoring of the escalation inbox for clients with the ability to triage, prioritise and take required actions.
- Provide escalation support for the client Call Centre when there is an issue.
Record keeping
- Maintain spreadsheets with accurate record keeping on bugs/fixes that are underway.
Working with offer partners and loyalty platform partners
- Work with offer partners on any required briefing documents.
- Provide accurate basic offer briefs to loyalty platform partners.
User testing
- Provide user testing support during implementation and upgrades for successful operation changes.
- Regular testing on program functionality to ensure the programs are still functioning for members.
- Conduct customer journey testing including recording steps.
- Regular testing of coupon codes and other promotion functionality.
- Maintain spreadsheet on all testing completed and results.
Partnership support
- Update training material as required.
- Brief offers into platforms.
- Maintain offers spreadsheet.
- Setup meetings when required with partners and future partners.
- Follow up partners on agreements and other documentation
Data and reporting
- Input partner results accurately into spreadsheet for reporting.
- Input monthly and quarterly numbers into spreadsheet to assist in the creation of reporting.
- Follow up partners and vendors for data required for reporting.
Basic research tasks
- Compile list of recommended target brands/companies for approval.
- Inform team on any new trends or news.
- Provide quality competitor analysis.
- Compile list of partner lead generation with contact details.
Basic copy writing
- Creating draft copy to be used on social media and emails.
CANDIDATE QUALIFICATIONS AND EXPERIENCE
The successful candidate will have a minimum of 4 years experience in a corporate environment (prefer someone who has worked in small teams), ideally with an exposure to loyalty projects, data / analytics, clients and technologies.
The candidate should have a good work ethic, be passionate about what they do and want to learn new concepts, with a view to furthering their career in a supportive agency environment.
The candidate should be proactive and enthusiastic, and like working in a flexible, rapidly changing organisation.
The candidate must have excellent communication and organizational skills, including strong prioritising skills.
Communications capability
- Ability to look at information from a critical standpoint.
- Ability to focus on errors or assumptions and complete next step actions.
- Ability to view communication from an audience standpoint and adapt accordingly.
- Demonstrate a number of different delivery methods to reach desired objectives.
- Demonstrated ability to organize information in a logical sequence
- Proactive, energetic, self-motivated and enthusiastic mindset. Likes working in a flexible, rapidly changing environment
- Strong attention to detail and follow through
- Proficient written and verbal communication, presentation and interpersonal skills with experience working with companies from Australia.
