Loyalty Program Manager

We’re creating a new Loyalty Program Manager role to design, stand up, and scale a unified LifePoints Loyalty Program across markets in 2026. You’ll own partner selection and contracting, lead implementation end‑to‑end, and orchestrate cross‑functional delivery with Panel Management, Business Intelligence & Panel Performance, Data Science, Engineering, and UX. Your work will elevate our panel brands, deepen member engagement, and measurably improve retention, LTV, capacity, and the end‑to‑end user journey/experience.

Our 2026 strategy prioritises return to growth, quality leadership, and maximising LTV; loyalty is a core lever to stabilise panel supply, reduce re-acquisition pressure, and create a differentiated member experience.

Key outcomes in your first 12 months:

• Partner(s) selected and contracted with delivery plan approved and funded.
• Program live in priority Tier‑1 LifePoints markets with stable operations and SLAs by year end.
• CSAT/NPS and journey friction reduced (drop in redemption/ticket pain points; improved conversion).
• Fraud/quality safeguards implemented (benefit eligibility tied to “good actor” signals; reduced abuse etc.).
• Operational readiness: playbooks, dashboards, SLAs, and training documented and adopted.

What You’ll Do:

• Co-lead partner strategy & selection: Run the evaluation of loyalty/rewards platforms and fintech/fulfilment partners; shape business case, vendor scorecards, commercials, and risk/controls. Pre-work is already available to kick start.
• Own program design: Define tiering, benefits, accrual/redemption logic, gamification and recognition mechanics, and eligibility/quality safeguards aligned to panel health and performance goals.
• Deliver the implementation: Coordinate requirements, technical integration, data flows, and QA with Engineering; set timelines, RAID logs, and launch criteria; manage pilots and phased rollouts.
• Marry data to decisions: Partner with BI & Panel Performance to instrument dashboards (activation, retention, tenure, completes per completer, conversion, CSAT, fraud flags) and to drive monthly optimisation.
• Embed behavioural science: Work with Data Science to test incentives (dynamic bonuses, streaks, badges), segmentation, and nudging strategies that improve habit formation and reduce churn.
• Champion the member experience: Collaborate with UX/product to streamline redemption, reduce friction across web/app journeys, and ensure communications are clear, timely, and motivating.
• Run governance & controls: Align with Privacy, Security, and Compliance on data processing, consent, and trust/safety; establish policies to protect panel quality and rewards integrity.
• Drive stakeholder alignment: Facilitate cross‑functional ceremonies, report progress and ROI, and communicate wins/learnings to leadership and markets.

Required Skills & Capabilities:

• Loyalty/CRM expertise: Proven end to end ownership of a loyalty/rewards or membership program (design → launch → growth) in digital products.
• Vendor/partner management: Selecting and managing fintech/reward fulfilment, martech/loyalty platforms, or payments providers.
• Data driven optimization: Comfortable with experimentation, segmentation, and interpreting dashboards to drive weekly changes.
• Product/tech collaboration: Experience translating program rules into technical requirements, APIs/data contracts, and QA plans.
• Member first mindset: Ability to simplify journeys, reduce friction, and communicate clearly.

Preferred Experience:

• Experience with tiered recognition, gamification, dynamic incentives, and trust/safety in loyalty contexts.
• Familiarity with panel/marketplace dynamics (e.g., conversion, tenure, feasibility, 1P vs 3P sourcing).
• Exposure to privacy/compliance in consumer data and rewards programs.
• Proficiency in managing complex vendor relationships and contract negotiations for enterprise loyalty platforms.
• Mastery of identifying goals, metrics and analytics to measure value, including lifetime value (LTV), redemption rates, and panel member adoption.

How Success Will Be Measured:

• Adoption: monthly active users and stakeholder NPS on Panel Health dashboards.
• Reliability: refresh SLA attainment, incident MTTR, and data quality defect rate.
• Automation: % reduction in manual reports and time-to-insight via semantic + agentic experiences.

Our Culture:

At Kantar, We Believe Culture Is The Foundation For Collaboration And Innovation. We Foster Meaningful Connections, Break Down Silos, And Promote Diversity And Joy Through Awareness And Celebration—big And Small. Our Values Guide Everything We Do:

• Generous – We share knowledge and support each other.
• Authentic – We act with integrity and transparency.
• Inclusive – We embrace diversity and create a sense of belonging.
• Collaborative – We work together across teams and geographies.
• Curious – We seek new ideas and challenge the status quo.
• Light-hearted & Discovering – We celebrate wins and learn from challenges.

We are committed to creating an environment where everyone feels respected, empowered, and inspired to do their best work. Our engagement surveys consistently show strong scores in well-being, inclusion & diversity, and collaboration, reflecting our dedication to a workplace where people thrive and grow.