Loyalty Product Development Specialist

About the role

The Loyalty Specialist supports the operation and continuous improvement of Supercell Network's Testahel loyalty program. The role covers merchant acquisition and coordination, accurate points and rewards processing, customer engagement, performance reporting and cross-functional support to strengthen customer retention, satisfaction and program performance.

Key responsibilities

• Support merchant acquisition and contractual processes, and keep accurate merchant and offer records.
• Monitor points accrual, balances, expiry, redemption and customer tier eligibility, investigating discrepancies and operational issues.
• Coordinate with Customer Care to resolve loyalty-related inquiries and complaints, and support customer engagement campaigns.
• Ensure rewards, discounts, vouchers and redemption conditions are accurate, valid and available.
• Prepare daily, weekly and monthly reports on enrollment, active customers, points activity, redemption rates, transactions, complaints and offer performance.
• Work with Technology, Digital, Finance, Marketing, Commercial and Customer Care teams to resolve incidents and support operations.
• Support user acceptance testing (UAT) of new features, campaigns, enhancements and fixes, documenting test results and reporting defects.
• Follow program policies, terms and conditions, internal controls, data-protection requirements and reconciliation procedures.
• Identify operational risks and process improvements, and maintain operating procedures and change records.

Required profile

• Bachelor's degree in Business Administration, Marketing, Commerce, Information Systems or a related field.
• Recommended: 2+ years in loyalty programs, CRM, customer experience, digital services, telecommunications or commercial operations.
• Experience with customer databases, loyalty platforms, points and rewards or redemption processes is preferred.
• Strong analytical, problem-solving, communication, coordination and follow-up skills, with attention to detail and the ability to manage multiple priorities.

Required skills

• Strong Microsoft Excel, including PivotTables, lookup functions and data analysis; PowerPoint and dashboard tools are an advantage.
• Familiarity with CRM systems, loyalty platforms, digital customer channels and reconciliation processes.