Customer Engagement & Loyalty Specialist

About the role

The Customer Engagement & Loyalty Specialist will own Mike Sport’s omnichannel loyalty programme, ensuring a seamless experience across the e‑commerce site, mobile app and retail stores. Working closely with Marketing, E‑Commerce, Retail and Customer Service, the specialist will design and execute initiatives that attract new members, boost repeat purchases and increase customer lifetime value.

Key responsibilities

• Manage the loyalty programme’s tier structure, earn and redemption rules, rewards catalogue and member communications across all channels.
• Develop and run targeted engagement campaigns using push, in‑app, email, SMS and WhatsApp, creating behavioural segments such as VIP, at‑risk and dormant members.
• Leverage loyalty mechanics to improve e‑commerce conversion and retention, monitoring metrics such as repeat purchase rate, member vs non‑member conversion and loyalty‑attributed revenue.
• Serve as the primary liaison for loyalty‑related issues with Customer Service, training store teams on enrolment and redemption processes.
• Coordinate online‑to‑offline initiatives so members can earn and redeem points seamlessly across digital and physical touchpoints.
• Analyse member data, produce regular performance reports and translate insights into recommendations for Marketing and E‑Commerce.

Required profile

• Bachelor’s degree in Marketing, Business Administration, Digital Marketing, Communications or a related field.
• Relevant certifications in CRM or customer engagement are a plus.
• Proven experience managing loyalty programmes or customer engagement initiatives in an omnichannel environment.

Required skills

• Proficiency with loyalty programme platforms and campaign management tools.