Program Manager – Loyalty

Program Manager – Loyalty

Requirements

• Bachelor’s degree in marketing, business, or a related field; Master’s degree preferred
• 10+ years of experience in loyalty programs
• 5+ years of experience in partnership management
• 5+ years experience as a people manager of a significant team size (~30+)
• Excellent interpersonal and negotiation skills
• Team player, fast learner, and highly flexible

Responsibilities

• Develop a strategic vision for the loyalty program that aligns with the company’s business objectives and enhances the overall customer experience
• Create, implement, and maintain a multi-faceted loyalty program that includes rewards, promotions, and exclusive perks to drive customer retention and brand loyalty
• Establish and maintain strategic partnerships with loyalty program market leaders to unlock new regions for distribution
• Manage budgets and financial expectations of the loyalty program
• Update product vision and strategy quarterly and maintain a product development roadmap on portfolio and program levels
• Grow existing team and hire new experts a strong team to drive growth and align with the business strategy
• Collaborate with marketing, product, account, integration, and business development teams to drive the evolution of Xsolla’s loyalty program
• Work closely with data analytics teams to gather insights and refine the program based on customer behavior and preferences
• Continuously improve cross-domain interactions between domains and products
• Develop and execute targeted communication strategies to engage and educate customers about the loyalty program
• Implement personalized communication tactics, including email campaigns, social media initiatives, and in-game messaging, to drive participation and loyalty
• Regularly analyze key performance indicators (KPIs) to measure the success of the loyalty program
• Utilize data-driven insights to identify areas for improvement and implement optimization strategies to enhance program effectiveness
• Identify and establish strategic partnerships to enhance the value proposition of the loyalty program
• Negotiate and manage relationships with external partners to expand the program’s offerings and benefits
• Align with the Executive team leads to meet market and stakeholder expectations

Preferred Qualifications

• Experience in the gaming industry is a huge plus