Loyalty Program Manager/ Customer Success Manager

PayTech Group

Drive Adoption & Value

• Evangelize the loyalty and customer engagement platform with client stakeholders.
• Monitor platform usage, performance and customer behavior, and proactively recommend strategies to improve engagement, retention, and ROI.

Relationship Management

• Serve as the primary point of contact for assigned accounts.
• Build trusted, long term relationships with stakeholders across Marketing, CRM, Loyalty, and Executive teams.

Strategic Guidance

• Provide best practices, playbooks, and use cases for loyalty program success, grounded in data and leading market standards.
• Translate data driven insights into clear recommendations for the clients loyalty and customer engagement strategy.

Program Governance

• Lead and coordinate regular business reviews (e.g., QBRs) and status updates via calls, presentations, and onsite meetings.
• Align and coordinate internal resources (e.g., product, analytics, operations) to meet client objectives and SLAs.

Growth & Retention

• Identify opportunities for account expansion and cross sell Mastercard solutions where appropriate.
• Drive renewal readiness, ensuring high levels of customer satisfaction and relationship health.

Internal Collaboration & Alignment

• Work closely with internal product, analytics, and operations teams to address client feedback and prioritize roadmap items that enhance program performance.
• Ensure that client requirements and outcomes are clearly documented and communicated internally.

KPIs

• Achievement of client defined KPIs tied to engagement and retention on the loyalty / customer engagement platform
• Renewal targets met or exceeded across assigned accounts
• Incremental value generated from existing accounts (e.g., upsell, cross sell, increased platform usage)
• Measured client satisfaction and relationship health (e.g., survey feedback, stakeholder input)
• Adherence to SLAs and timely completion of agreed deliverables and governance forums (e.g., QBRs, status updates)

Knowledge and Experience

• 5 8 years in customer success, account management, or consulting for enterprise SaaS solutions
• Experience working on loyalty, CRM, marketing or customer engagement programs
• Strong exposure to commercial models and the ability to connect program performance to business outcomes
• Proven track record in driving client adoption of platforms or SaaS solutions and delivering measurable business value
• Experience managing multiple client stakeholders (including Marketing, CRM, Loyalty and Executive teams)
• Familiarity with marketing technology or fintech ecosystems, including APIs, integrations, CRM, customer engagement and loyalty solutions, analytics tools, and customer data platforms
• High comfort in working with analytics dashboards, interpreting data, and turning insights into concrete actions and recommendations

Mandatory Skills

• Strong commercial acumen and ability to link loyalty program performance to financial and strategic outcomes
• Advanced analytical and problem solving skills (both quantitative and qualitative)
• Excellent written and verbal communication, including the ability to prepare and deliver compelling presentations
• Strong stakeholder management and relationship building skills across senior and cross functional teams
• Ability to manage multiple priorities, projects, and stakeholders in a fast paced environment
• Cross functional leadership skills to align product, analytics, and operations around client objectives
• High level of organization, discipline, and follow through for governance, QBRs, and action tracking
• Empathy, active listening and a customer centric mindset