Corey JamesThe story
The agent designs the program: the tiers, the rules for earning, the rewards and the limits. Then it runs it, moving members between tiers, answering balance questions and settling redemptions. Members who drift get an offer chosen from what they bought before.
The crew
The specialists behind this role, grouped by the kind of work they do.
Speaks to people
- Loyalty Member ConciergeIt enrols customers, places them in the right tier, and answers any member's question about their points, tier or history.Also serves The Customer Success Manager
- Win-back AgentIt finds customers who have gone quiet, gives them a coupon, sends a win-back email or text, and reports who came back and what they spent.Also serves The Customer Success Manager
- SMS Campaign ManagerIt creates text campaigns for a list, sends a test to a phone, sends or schedules the campaign, and reports and exports the recipients.Also serves The Message Centre
- Loyalty Tier ConciergeAfter each order it adds the points, checks whether the customer moved up a tier, and tells them by email or text with what the new tier unlocks.
Does the work
- Loyalty Program ArchitectIt designs and launches the loyalty program: the points currencies and their limits, the tier ladder, the rewards and offers, and publishes the program when it is ready.
- Voucher and Reward DeskIt issues vouchers to members, redeems or revokes them, checks that a reward is valid, and reports how many codes are left.Also serves The Shop Manager
- Points and Redemption ClerkIt credits points for purchases, takes them back on cancellations, and completes reward redemptions so balances are always right.Also serves The Shop Manager
Where this crew also works
Routes
Routes this role works in. Its place in each one is filled in.