Loyalty Specialist

JOB SUMMARY

The Specialist, Loyalty is responsible for supporting the day-to-day execution and operations of High Profile Cannabis Shops loyalty programs. This role ensures that rewards, promotions, integrations, and program functionalities are executed accurately and consistently across all touchpoints to support program integrity, operational excellence, and a seamless customer experience.

This role will own day-to-day loyalty program operations: managing reward configurations and testing, brand-initiated promotions, and serving as a subject matter expert across the end-to-end loyalty product, including functionality, integrations, and the guest and store associate experience. The Specialist serves as a key contributor in driving customer engagement, retention, and loyalty through data-driven, personalized marketing activations.

JOB DUTIES:

Core duties and responsibilities include the following. Other duties may be assigned.

• Manage and optimize the loyalty program, including promotional strategies, rewards, member engagement initiatives, program enhancements, and ongoing performance monitoring.
• Develop, execute, and maintain loyalty promotions, digital coupons, targeted offers, and incentive programs that support marketing and business objectives.
• Build, test, and deploy loyalty initiatives within Alpine IQ, ensuring all discounts, rewards, and customer segmentation function correctly prior to launch.
• Troubleshoot and resolve customer account, loyalty, and technical issues by coordinating with customer service and/or loyalty vendor.
• Maintain documentation, training support, and execution guidelines for internal teams and store management. Ensure smooth functionality and integration across web, app, POS, and in-store systems.
• Manage the loyalty activation calendar, prioritize incoming requests, and use Asana to coordinate timelines and communicate dependencies.
• Track and analyze loyalty program performance and provide actionable recommendations that improve program effectiveness, customer retention, and sales performance.
• Serve as the primary loyalty resource for store leadership by supporting promotional initiatives, providing training and guidance, resolving program issues, and delivering location-specific performance insights.
• Collaborate with the Senior Manager and Director to align execution priorities with department strategy and promotional calendar.
• Monitor industry trends and recommend new programs, technologies, and best practices that strengthen customer loyalty and business performance.

SUPERVISORY RESPONSIBILITIES:

This position has no direct supervisory responsibilities.

JOB REQUIREMENTS:

• Bachelor’s degree in Marketing, Communications, Business, or a related field required.
• 2-4 years of experience in supporting loyalty programs, preferably in retail, CPG, or a regulated industry.
• Hands-on experience with loyalty programs (Alpine IQ preferred; similar acceptable).
• Familiarity with performance reporting tools (Excel, Google Sheets, Power BI preferred). Working knowledge of loyalty analytics and reporting.
• Excellent organizational and project management skills with a high attention to detail.
• Strong written and verbal communication skills; ability to collaborate effectively across teams.
• Demonstrated ability to manage multiple priorities simultaneously and meet tight deadlines.

KEY PERFORMANCE EXPECTATIONS:

• Discounts, rewards, and incentives are deployed accurately and on time with zero critical errors.
• Clear, organized documentation of loyalty offer execution.
• Proactive reporting and communication of performance insights.
• Demonstrated optimization of engagement and conversion metrics over time.
• High level of accountability, consistency, and follow-through on assigned deliverables.