Manager – Loyalty Operations Systems & Quality

About the role

The Manager of Loyalty Operations Systems & Quality leads the core functionality of the loyalty platform ecosystem. This role ensures the stability, delivery and continuous improvement of loyalty technologies, aligning system capabilities with member engagement strategies and business objectives.

Key responsibilities

• Define, assign and govern system delivery and support responsibilities across the loyalty systems team, establishing clear operating models and delivery standards.
• Build and sustain technical and functional capabilities within the team through targeted development plans and knowledge continuity.
• Own and maintain the end‑to‑end roadmap for loyalty platforms and integrations, translating business strategy into sequenced system initiatives.
• Ensure platforms meet security, data‑protection and compliance requirements, coordinating audits with technology and risk teams.
• Identify system‑driven enhancements to improve member satisfaction and program competitiveness.
• Plan and control team capacity and workload against the roadmap using demand forecasting and prioritisation.
• Account for platform availability, scalability and performance through proactive capacity planning and technical risk management.
• Authorize and govern system releases and upgrades, establishing release readiness criteria and deployment controls.

Required profile

• Proven experience leading loyalty or customer‑engagement systems teams.
• Strong governance, delivery management and performance‑monitoring skills.
• Ability to develop technical capabilities and manage knowledge continuity.
• Experience with security, data‑protection, compliance and audit coordination.
• Strategic planning expertise to translate business goals into system roadmaps.
• Capacity‑planning and risk‑management competence for high‑volume campaigns.
• Release‑management experience ensuring smooth deployments.

Required skills

What we offer

• Opportunity to shape a national loyalty platform.
• Leadership role with direct impact on member experience.
• Collaborative environment with business and technology stakeholders.