About the job
The Loyalty Program Specialist plays a crucial role in overseeing the daily operations, performance assessment, and ongoing enhancement of the GolfPass and Fandango FanRewards loyalty programs. This position is primarily focused on data reporting, trend analysis, insights generation, and operational troubleshooting aimed at boosting member engagement and maximizing program value.
The ideal candidate is highly analytical, detail-oriented, and adept at conveying data-driven insights to various cross-functional teams while collaborating closely with product and engineering departments to address any arising issues.
Key Responsibilities:
Loyalty Program Performance, Reporting & Insights
- Develop, maintain, and refine recurring loyalty dashboards and reports to evaluate program KPIs, member activities, and campaign efficiencies.
- Examine behavioral, transactional, and engagement patterns to deliver actionable insights and spot opportunities for enhancing the loyalty program's effectiveness.
- Summarize and present analytical findings to stakeholders in Marketing, Product, Analytics, CRM, and Leadership to aid in strategic decision-making.
- Detect anomalies, trends, or performance changes and proactively relay insights, risks, and suggested actions.
Operational Execution & Troubleshooting
- Collaborate with Product, Technology, and Engineering teams to identify, diagnose, and resolve loyalty-related system or data issues.
- Perform root-cause analyses on discrepancies in loyalty points, challenges in reward fulfillment, or unusual member behaviors.
- Ensure operational readiness by validating loyalty-related features, workflows, and configurations prior to their launch.
- Guarantee data accuracy by validating input sources, conducting quality assurance checks, and confirming the correct functioning of loyalty rules and logic.
Cross-Functional Collaboration
- Engage closely with Marketing, Product, Analytics, CRM, MemberCare, Legal, and Revenue teams to ensure seamless integration of loyalty into the customer experience.
- Work in partnership with Member Care to stay informed about loyalty campaigns, member policies, and anticipated customer impacts.
- Represent the team in cross-functional discussions, initiatives, and ad hoc project meetings.
Project & Stakeholder Management
- Assist the Director of Loyalty Programs in tracking ongoing performance and communicating program updates to stakeholders.
- Define project requirements, timelines, and success metrics for loyalty-related initiatives.
- Monitor deliverables and ensure deadlines are met by coordinating with internal teams and maintaining regular follow-ups.
- Create clear documentation, status reports, and post-launch reviews for loyalty enhancements and operational improvements.

