Loyalty Program Specialist

Job Description

The Loyalty Programs Specialist supports the day-to-day operations, performance monitoring, and continuous improvement of the GolfPass and Fandango FanRewards loyalty programs. This role emphasizes data reporting, trend analysis, insights development, and operational troubleshooting to enhance member engagement and overall program value.

The ideal candidate is analytical, detail-oriented, and skilled at communicating data-driven insights to cross-functional partners while working closely with product and engineering teams when issues arise.

Job Duties:

Loyalty Program Performance, Reporting & Insights

• Build, maintain, and enhance recurring loyalty dashboards and reporting to monitor program KPIs, member activity, and campaign performance.
• Analyze behavioral, transactional, and engagement trends to provide actionable insights and identify opportunities to improve loyalty program effectiveness.
• Summarize and present findings to stakeholders in Marketing, Product, Analytics, CRM, and Leadership to support strategic decision-making.
• Identify anomalies, trends, or performance shifts and proactively communicate insights, risks, and recommended actions.

Operational Execution & Troubleshooting

• Partner with Product, Technology, and Engineering teams to identify, diagnose, and resolve loyalty-related system or data issues.
• Conduct root-cause analyses on loyalty point discrepancies, reward fulfillment challenges, or unusual member behaviors.
• Support operational readiness by validating loyalty-related features, workflows, and configurations prior to launch.
• Ensure data accuracy by validating input sources, performing QA checks, and confirming correct behavior of loyalty rules and logic.

Cross-Functional Collaboration

• Work closely with Marketing, Product, Analytics, CRM, MemberCare, Legal, and Revenue teams to ensure loyalty is seamlessly integrated into the customer experience.
• Collaborate with Member Care to maintain up-to-date knowledge of loyalty campaigns, member policies, and expected customer impacts.
• Represent the team in cross-functional discussions, initiatives, and ad hoc project meetings.

Project & Stakeholder Management

• Support the Director of Loyalty Programs in delivering ongoing performance tracking and communicating program updates to stakeholders.
• Define project requirements, timelines, and success metrics for loyalty-related initiatives.
• Track deliverables and ensure deadlines are met by coordinating with internal teams and maintaining consistent follow-up.
• Develop clear documentation, status updates, and post-launch recaps for loyalty enhancements and operational improvements.

Qualifications

Basic Requirements

• 3+ years of experience in loyalty, customer retention, CRM, lifecycle marketing, analytics, and/or a related operations role.
• Strong analytical skills with the ability to interpret data, identify trends, and communicate insights clearly.
• Proficiency in Excel and basic SQL for querying, validating, and analyzing datasets.
• Demonstrated ability to troubleshoot product or data issues in partnership with engineering or technical teams.
• Exceptional attention to detail and commitment to accuracy.
• Strong written and verbal communication skills, including experience presenting insights to cross-functional teams or leadership.
• Ability to excel in a fast-paced environment and manage multiple priorities simultaneously.
• Self-starter with a strong sense of ownership, professionalism, and continuous improvement

Additional Requirements

• Hybrid: This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.
• This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks.

Additional Information

As part of our selection process, external candidates may be required to attend an in-person interview with a VERSANT Media employee at one of our locations prior to a hiring decision. VERSANT Media's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to candidateaccessibility@versantmedia.com.

VERSANT Media is committed to fair and equitable compensation practices. We include a good faith pay range for each position to comply with applicable state and local pay transparency laws and to promote equity across our organization. Actual compensation will be based on factors such as the candidate's skills, qualifications, experience, and location and may include additional forms of compensation and benefits such as health insurance, retirement plans, paid time off, etc.

VERSANT Media is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at VERSANT via-email, the Internet, or in any form and/or method without a valid written Statement of Work in place for this position from VERSANT's Talent Acquisition team will be deemed the sole property of VERSANT. No fee will be paid in the event the candidate is hired by VERSANT as a result of the referral or through other means.