Loyalty Program Manager

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

Job summary

A leading market research firm is seeking a Loyalty Program Manager to design and scale a comprehensive LifePoints Loyalty Program across markets. This role includes managing partner selection, leading implementation efforts, and ensuring cross-functional delivery to enhance member engagement and retention. Successful candidates will demonstrate expertise in loyalty program management, vendor relationships, and data-driven optimization. Join a collaborative team to drive innovation and elevate user experience.

Benefits

Generous knowledge sharing

Inclusive work environment

Collaborative team culture

Qualifications

• Proven end to end ownership of a loyalty or rewards program.
• Experience in selecting and managing fintech/reward fulfillment partners.
• Ability to simplify journeys and communicate clearly.

Responsibilities

• Design and scale a unified LifePoints Loyalty Program.
• Run the evaluation of loyalty platforms and partners.
• Coordinate technical integration and manage implementations.
• Collaborate with UX to streamline user journeys.
• Align with compliance on data processing and governance.

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. * 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.* 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.* 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* 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.