Implementation Specialist - Loyalty Platform

About the Role
We are looking for an Implementation Specialist to own end-to-end implementation of client loyalty programs on Loyallife, our loyalty platform. This role sits at the intersection of technology, data, and client delivery — you will understand a client's data and loyalty program structures, scope and plan the engagement, configure programs on the platform, run UAT, get sign-off, and transition clients into hypercare. You'll work closely with clients, and with internal Product and Engineering teams on integrations and requirements.

Key Responsibilities
Scoping & Planning

• Understand client loyalty program structures (tiers, earn/burn rules, redemption catalogs, member hierarchies, data sources) through requirement-gathering discussions.


• Create SOWs defining scope, timelines, deliverables, and assumptions.


• Define and own the project plan across the implementation lifecycle.

Data & Integrations

• Understand client data (CRM, POS, e-commerce, transaction systems) and map it to platform requirements.


• Work with Tech and Product teams to define integration requirements and resolve data or system issues.


• Validate, cleanse, and reconcile data to ensure loyalty program calculations (points, tiers, rewards) are accurate.

Program Configuration

• Set up loyalty programs on Loyallife based on client requirements — earn/burn rules, tier logic, redemption workflows, approval flows.


• Follow best-practice configuration standards; flag platform gaps to Product where client needs exceed current capability.

UAT & Sign-off

• Run client UAT: prepare test scenarios, validate program outputs against expected points/rewards, track and resolve issues.


• Drive client sign-off before go-live.

Hypercare & Handover

• Own the hypercare period post go-live — monitor program runs, resolve early issues, ensure client confidence in the system.


• Transition client to steady-state support with clear documentation (solution design, data mapping, program configuration notes, runbooks).

Stakeholder Collaboration

• Act as the primary implementation point of contact for the client through the project lifecycle.


• Translate technical/data concepts into clear, business-friendly communication for client stakeholders.


• Manage multiple client implementations in parallel.

Required Skills & Qualifications
Experience

• 3–7 years in SaaS implementation, solutions consulting, or technical client delivery roles.


• Experience with loyalty programs, rewards platforms, or customer engagement/retention platforms strongly preferred.

Data & Analytical Skills

• Strong understanding of data structures, relational databases, and basic data modeling.


• Hands-on with SQL and data tools (Excel, Google Sheets, or BI tools).


• Ability to work with large datasets and validate calculation logic accurately.

Technical Skills

• Experience with APIs, file-based integrations (CSV, SFTP), and data pipelines.


• Comfort working with technical teams to troubleshoot integration and data issues.

Delivery Skills

• Experience writing SOWs and managing project plans for client implementations.


• Strong UAT and sign-off management experience.


• Excellent stakeholder management and communication skills.

Good to Have

• Prior experience with loyalty, rewards, or customer engagement platforms.


• Experience in retail, fintech, or e-commerce SaaS products.


• Background in consulting or client-facing delivery roles.