About This Role
We’re looking for an Operations Executive – Channel Loyalty to manage day-to-day programme operations and ensure seamless execution across retailer engagement, client servicing, and consumer support. This role sits within the Operations team and focuses on driving operational accuracy, resolving escalations, and improving programme efficiency.
You’ll work closely with clients, end consumers, and internal teams to maintain service quality, ensure data integrity, and identify opportunities for continuous improvement. This role is ideal for someone who is hands-on, detail-oriented, and experienced in managing loyalty or rewards programme operations.
What You’ll Do
Programme Operations & Quality Control
- Oversee retailer invoice review and verification, ensuring accuracy, correct system categorisation, and valid points accrual
- Identify and resolve fraudulent or irregular submissions while maintaining high data integrity standards
Client & Consumer Support
- Manage client and end-consumer queries and escalations through tools like Zendesk
- Ensure timely, empathetic, and effective resolution of issues
Team Supervision & Coaching
- Supervise and guide junior operations team members
- Conduct regular quality checks and provide ongoing feedback and coaching
Process Improvement & Documentation
- Identify recurring operational challenges and translate them into actionable recommendations for product and tech teams
- Develop and maintain SOPs, escalation matrices, and internal knowledge documentation
What We’re Looking For
- Bachelor’s degree in any discipline
- 2+ years of experience in channel loyalty, trade loyalty, or rewards programme operations
- Experience managing both client relationships and end-consumer support
- Familiarity with helpdesk or CRM tools (Zendesk preferred)
- Proficiency in Microsoft Excel or Google Sheets
- Strong attention to detail and problem-solving skills
- Excellent written and verbal communication skills
- Ability to work independently and collaborate with cross-functional teams
Nice to Have
- Experience supervising or mentoring junior team members
- Exposure to process improvement initiatives or product feedback loops
What Makes You a Strong Fit
- You bring structure, accuracy, and consistency to operational processes
- You are proactive in identifying issues and driving solutions
- You handle escalations with ownership and empathy
- You are comfortable managing multiple stakeholders simultaneously
- You take initiative in improving systems and workflows
Why This Role Matters
- This role plays a critical part in ensuring smooth execution of channel loyalty programmes. Your work directly impacts client satisfaction, consumer experience, and operational efficiency, while also contributing to continuous product and process improvement.
Why Join Us
- Own end-to-end operations for loyalty programmes
- Work closely with clients, consumers, and product teams
- Gain exposure to operations, customer experience, and process improvement
- Build leadership capability through team supervision
- Be part of a high-impact, execution-driven operations team
