Senior Loyalty Manager

Resonaite is a client in the public sector seeking a contract-based Senior Loyalty Manager to lead the development and evolution of the organization’s loyalty strategy. This role focuses on aligning customer engagement initiatives with broader business goals to drive revenue growth, customer retention, and digital experiences.

Responsibilities:

• Develop and drive the strategic vision and roadmap for the loyalty program, aligning initiatives with business objectives and customer-first principles
• Lead the investigation and assessment of loyalty opportunities through market scans, competitive benchmarking, and customer insights
• Design and recommend loyalty program structures, value propositions, MVPs, and OKRs that support customer engagement and revenue growth
• Collaborate with cross-functional teams including product, analytics, marketing, and technology to guide loyalty initiatives through agile delivery teams (“labs”)
• Prioritize and manage loyalty-related initiatives within product backlogs, ensuring alignment with customer journeys and strategic goals
• Oversee the creation of business cases, budget forecasts, and operational plans to support loyalty program development and sustainability
• Monitor program performance using OKRs, customer feedback, and analytics to continuously optimize engagement and ROI
• Provide subject matter expertise on loyalty trends, customer behavior, and industry innovations to inform program evolution
• Foster a collaborative, agile environment focused on experimentation, learning, and continuous improvement
• Provide knowledge transfer and documentation to internal teams to support operational continuity