B2B Loyalty and Engagement Specialist

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Act as the authority on loyalty programs aimed at professional clients in the Automotive and Real Estate sectors.

• Revamp loyalty initiatives to enhance customer retention, upgrade opportunities, and revenue growth.

• Analyze aspects such as enrollment, engagement, benefit usage, costs, operations, customer journeys, data, and public perception.

• Propose the program framework and create a new strategic thesis and business justification.

• Deliver presentations on proposals, scenarios, and anticipated outcomes to leadership.

• Redesign program mechanics, customer segmentation, tiers, eligibility criteria, benefits, and regulations.

• Identify, negotiate with, and oversee benefit partners.

• Maintain up-to-date documentation of rules, terms, and program regulations.

• Conduct market research and analysis on trends, competitors, and benchmarks.

• Lead the comprehensive program redevelopment plan, incorporating scope, timelines, dependencies, risks, and milestones.

• Coordinate efforts among Product, Engineering, Data, CRM, Sales, Legal, Procurement, and external vendors.

• Update leadership on progress and potential risks.

• Manage platform and operations vendors, focusing on scope, service level agreements, costs, and quality.

• Integrate the platform with the customer base and CRM systems to streamline processes.

• Ensure adherence to Brazil’s LGPD and the Group’s privacy policies.

• Strategize the relaunch and maintain communications with members.

• Empower the Sales team to sell, renew, and upgrade plans effectively.

• Define and monitor key performance indicators for enrollment, active members, benefits, retention, churn, upgrades, incremental revenue, and cost per member.

• Evaluate the incremental impact by contrasting members with non-members.

• Collect feedback from customers and the Sales team to promote ongoing improvement.

⛳️ Requirements

• Proven experience in loyalty, customer relationship, or incentive programs.

• Experience engaging with B2B audiences or programs tailored for partners, resellers, or channels.

• Strong understanding of loyalty mechanics, including points systems, tiers, benefits, partnerships, and eligibility criteria.

• Capability to construct the program’s business case and monitor results through data analysis.

• Experience managing multifaceted projects that involve various departments and vendors.

• Proficiency in managing platform and operations vendors, including negotiating contracts and scope.

• Ability to independently structure challenges, propose solutions, and spearhead initiatives.

• Strong executive communication skills, with the capacity to present analyses and recommendations to leadership.

• Experience with marketplaces, portals, or platforms designed for professional clients is advantageous.

• Familiarity with loyalty, CRM, and martech platforms, such as Salesforce Marketing Cloud or comparable tools, is a plus.

• Understanding of LGPD as it pertains to customer relationship programs is a plus.

• Experience leveraging AI and automation for data analysis and operational scalability is a plus.

• Exceptional storytelling abilities and the skill to craft executive-level presentations for senior management.

🏝️ Benefits

• Competitive salary aligned with market standards.

• Comprehensive health insurance coverage.

• Dental insurance to support oral health.

• Private pension plan for future financial security.

• Flexible benefits customized to meet your personal needs.

• Meal allowance to support daily nutrition.

• Financial counseling services available.

• Access to an employee benefits club.

• Home office allowance to facilitate remote work.

• Mobility allowance for transportation needs.

• Childcare allowance to assist with family responsibilities.

• Life insurance for added security.

• Generous leave policies for work-life balance.

• Support for sports, quality of life, and overall well-being.

• Payroll-deducted loans at preferential rates.

• Flexible work model that is predominantly remote.