Recommend and implement an annual Loyalty marketing plan to drive enrollment in the program and increase customer engagement in the program
Design and deliver targeted loyalty campaigns in coordination with programing and operations to drive admissions growth.
Conduct data analysis as required to understand the behaviors of customers in relation to the loyalty program campaigns. Incorporate any insights into personalized campaigns and future planning
Conduct regular reviews of the program and keep abreast of emerging trends in the loyalty space. Incorporate any insights into future planning.
Marketing
Ensure all Loyalty marketing campaigns are delivered on time, within budget and are a key driver in influencing customer behavior and increasing sales uptake.
Ensure that the loyalty sections on the website and app are always up-to-date and are in line with customer needs
Coordinate with the Marketing team and the Creative agency to design relevant artworks and collaterals and ensure that all deadlines are met. Ensure that all collateral adheres to brand guidelines.
Work across the Marketing team to communicate the loyalty POS production requests, ensuring timely and accurate delivery to cinemas at least 3-4 days prior to the start of campaigns.
Analytics & Reporting
Provide in-depth and regular analysis of the performance of NPC (enrollment, earning, redemptions, revenue…) to management teams and utilize such analysis to identify opportunities to enhance the effectiveness of the program.
Monitor and assess campaign effectiveness and identify ways to improve activities.
Analyze revenue impact of loyalty and communicate results appropriately.
Develop and maintain a monthly dashboard with relevant loyalty KPIs to ensure key metrics are top of mind and put in place corrective actions.
Loyalty Program Management
Be the focal point for all activities related to NPC
Deliver continuous training to the operations and call center team on NPC to ensure high level of understanding of the program and proper implementation loyalty processes
Coordinate with IT team to implement promotions in the loyalty system
Identify improvements areas in the loyalty customer experience and coordinate with the relevant departments to implement it
Setup the automated communication emails and SMS with the support of the loyalty vendor, including monthly loyalty statements, welcome/upgrade emails, redemption notifications…
Ensure at-cinema execution of loyalty campaigns to engage customers
Act as an escalation point for any NPC related issues or complaints ensuring that all issues are resolved in a timely manner.
