Customer Engagement and Loyalty Specialist

About the role

The Customer Engagement & Loyalty Specialist will own Mike Sport’s loyalty program across e‑commerce, mobile app and retail stores. You will design and execute initiatives that attract new members, boost repeat purchases and increase customer lifetime value while ensuring a seamless omnichannel experience.

Key responsibilities

• Manage the loyalty program’s tier structure, earn and redemption mechanics, rewards and member communications across all channels.
• Maintain the loyalty roadmap aligned with marketing calendars and commercial goals, monitoring enrollment, active members, redemption rates and points liability.
• Own the engagement platform: build member journeys, create behavioral segments (VIP, at‑risk, dormant) and run campaigns via push, in‑app, email, SMS and WhatsApp.
• Use loyalty mechanics to drive e‑commerce conversion and retention, tracking repeat purchase rate, member vs non‑member conversion and loyalty‑attributed revenue.
• Serve as the primary contact for loyalty issues with Customer Service, train store teams and support in‑store enrollment initiatives.
• Ensure seamless online‑to‑offline point earning and redemption, coordinating visibility on website and app.
• Analyse member behavior, produce performance reports and translate insights into actionable 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 loyalty program management (if any).
• Strong analytical mindset with ability to interpret data and drive improvements.

Required skills