Loyalty Program Manager

Kantar Group; Greater London; On-site; GBP 60,000 - GBP 80,000; Full time

Job summary

A leading analytics firm in Greater London is seeking a Loyalty Program Manager to design and implement a LifePoints Loyalty Program by 2026. The role involves partner selection, end-to-end implementation, and cross-functional delivery with several teams. You will also focus on enhancing member engagement and retention, and ensuring operational efficiency. Ideal candidates have proven experience in loyalty programs, strong vendor management skills, and a data-driven mindset. This position offers a unique opportunity to impact member experiences significantly.

Benefits

Diversity initiatives

Collaborative culture

Employee engagement surveys

Qualifications

• Proven end to end ownership of a loyalty/rewards or membership program.
• Experience selecting and managing fintech/reward fulfilment.
• Comfortable interpreting dashboards and driving changes.
• Ability to translate program rules into technical requirements.
• Ability to simplify journeys and communicate clearly.

Responsibilities

• Run the evaluation of loyalty/rewards platforms.
• Define tiering, benefits, and quality safeguards.
• Coordinate technical integration and data flows.
• Partner with BI for dashboards and optimizations.
• Collaborate with UX/product to streamline user journeys.
• Align with Privacy and Compliance on data processing.
• Facilitate cross-functional ceremonies and report progress.

Skills

Loyalty/CRM expertise

Vendor/partner management

Data driven optimization

Product/tech collaboration

Member first mindset

Job description

About the role

We’re creating a new Loyalty Program Manager role to design, stand up, and scale a unified LifePoints Loyalty Program across markets in 2026. You’ll own partner selection and contracting, lead implementation end‑to‑end, and orchestrate cross‑functional delivery with Panel Management, Business Intelligence & Panel Performance, Data Science, Engineering, and UX. Your work will elevate our panel brands, deepen member engagement, and measurably improve retention, LTV, capacity, and the end‑to‑end user journey/experience.

Our 2026 strategy prioritises return to growth, quality leadership, and maximising LTV; loyalty is a core lever to stabilise panel supply, reduce re acquisition pressure, and create a differentiated member experience.

Key outcomes in your first 12 months

• Partner(s) selected and contracted with delivery plan approved and funded.
• Program live in priority Tier‑1 LifePoints markets with stable operations and SLAs by year end.
• CSAT/NPS and journey friction reduced (drop in redemption/ticket pain points; improved conversion).
• Fraud/quality safeguards implemented (benefit eligibility tied to “good actor” signals; reduced abuse etc.)
• Operational readiness: playbooks, dashboards, SLAs, and training documented and adopted.

What you’ll do

• Co-lead partner strategy & selection: Run the evaluation of loyalty/rewards platforms and fintech/fulfilment partners; shape business case, vendor scorecards, commercials, and risk/controls. Pre-work is already available to kick start.
• Own program design: Define tiering, benefits, accrual/redemption logic, gamification and recognition mechanics, and eligibility/quality safeguards aligned to panel health and performance goals.
• Deliver the implementation: Coordinate requirements, technical integration, data flows, and QA with Engineering; set timelines, RAID logs, and launch criteria; manage pilots and phased rollouts.
• Marry data to decisions: Partner with BI & Panel Performance to instrument dashboards (activation, retention, tenure, completes per completer, conversion, CSAT, fraud flags) and to drive monthly optimisation.
• Embed behavioural science: Work with Data Science to test incentives (dynamic bonuses, streaks, badges), segmentation, and nudging strategies that improve habit formation and reduce churn
• Champion the member experience: Collaborate with UX/product to streamline redemption, reduce friction across web/app journeys, and ensure communications are clear, timely, and motivating.
• Run governance & controls: Align with Privacy, Security, and Compliance on data processing, consent, and trust/safety; establish policies to protect panel quality and rewards integrity.
• Drive stakeholder alignment: Facilitate cross‑functional ceremonies, report progress and ROI, and communicate wins/learnings to leadership and markets.

Required skills & capabilities

• Loyalty/CRM expertise: Proven end to end ownership of a loyalty/rewards or membership program (design → launch → growth) in digital products.
• Vendor/partner management: Selecting and managing fintech/reward fulfilment, martech/loyalty platforms, or payments providers.
• Data driven optimization: Comfortable with experimentation, segmentation, and interpreting dashboards to drive weekly changes.
• Product/tech collaboration: Experience translating program rules into technical requirements, APIs/data contracts, and QA plans.
• Member first mindset: Ability to simplify journeys, reduce friction, and communicate clearly.

Preferred experience

• Experience with tiered recognition, gamification, dynamic incentives, and trust/safety in loyalty contexts.
• Familiarity with panel/marketplace dynamics (e.g., conversion, tenure, feasibility, 1P vs 3P sourcing).
• Exposure to privacy/compliance in consumer data and rewards programs.
• Proficiency in managing complex vendor relationships and contract negotiations for enterprise loyalty platforms
• Mastery of identifying goals, metrics and analytics to measure value, including lifetime value (LTV), redemption rates, and pane member adoption

How success will be measured

• Adoption: monthly active users and stakeholder NPS on Panel Health dashboards.
• Reliability: refresh SLA attainment, incident MTTR, and data quality defect rate.
• Automation: % reduction in manual reports and time-to-insight via semantic + agentic experiences.

Our Culture

At Kantar, we believe culture is the foundation for collaboration and innovation. We foster meaningful connections, break down silos, and promote diversity and joy through awareness and celebration—big and small. Our values guide everything we do:

• Generous – We share knowledge and support each other.
• Authentic – We act with integrity and transparency.
• Inclusive – We embrace diversity and create a sense of belonging.
• Collaborative – We work together across teams and geographies.
• Curious – We seek new ideas and challenge the status quo.
• Light-hearted & Discovering – We celebrate wins and learn from challenges.

We are committed to creating an environment where everyone feels respected, empowered, and inspired to do their best work. Our engagement surveys consistently show strong scores in well-being, inclusion & diversity, and collaboration, reflecting our dedication to a workplace where people thrive and grow.