Shopper Rewards & Experience Specialist

ShopNJoy

ShopNJoy is looking for a Shopper Rewards & Experience Specialist to help build, support, and improve the end-to-end shopper experience across our platform.

This role sits at the intersection of customer experience, rewards operations, shopper support, platform usage, service coordination, and journey improvement. You will help ensure that shoppers understand how to use the platform, participate in promotions, redeem rewards, raise enquiries, and receive clear, timely support when they need help.

You will work closely with the Group Chief Marketing Officer (CMO), Marketing, Product, Tech, Sales, Merchant Operations, and support teams to turn shopper experience strategy into practical execution. The overall strategy and direction will be set by the Group CMO / Front Office Lead; your role is to take that direction, build on it with ideas and initiative, and help make it work on the ground.

What You’ll Do

• Support the day-to-day operations of shopper rewards, points, redemptions, promotional rewards, and related enquiries.

• Help ensure reward mechanics, redemption steps, campaign rules, and shopper instructions are clearly documented and easy to understand.

• Manage and improve shopper FAQs, response scripts, chatbot content, support templates, and escalation flows.

• Coordinate shopper enquiries across support channels such as live chat, email, WhatsApp, hotline, chatbot, or other future channels.

• Track shopper issues, complaints, feedback, reward problems, and recurring questions.

• Escalate issues to the relevant internal owners and follow through until they are properly resolved.

• Identify friction points in the shopper journey and recommend practical improvements.

• Support customer journey building across onboarding, app usage, promotions, rewards, redemption, and post-transaction support.

• Work with Product and Tech teams to flag bugs, usability issues, missing information, confusing user flows, or recurring platform problems.

• Coordinate with remote support resources or outsourced service teams where required.

• Help improve internal workflows, support materials, shopper-facing communications, and service touchpoints as the platform grows.

• Turn shopper feedback and support patterns into useful observations that can help improve the overall shopper experience.

What We’re Looking For

• Minimum 3 years of experience in customer experience, customer support, service operations, rewards operations, loyalty programmes, platform operations, marketing operations, or related roles.

• Degree holder in Marketing, Business, Communications, Customer Experience, Service Management, or a related discipline.

• Good command of written and spoken English.

• Strong interest in customer journey building, shopper experience improvement, and service touchpoint design.

• Exposure to customer journey mapping, service workflows, customer feedback loops, or digital user journeys would be an advantage.

• Able to write clear FAQs, shopper instructions, support responses, and internal documentation.

• Strong attention to detail and ability to organise information clearly.

• Comfortable working with multiple stakeholders across marketing, product, tech, sales, operations, and support.

• Creative, resourceful, and willing to suggest practical ideas to improve the shopper experience.

• Agile and adaptable in a fast-moving environment.

• Strong follow-through and ownership mindset.

• Service-minded, patient, and able to understand shopper pain points.

• Builder mindset — willing to create structure, improve processes, and strengthen systems as the platform grows.

Good to Have

• Experience working with apps, marketplaces, e-commerce platforms, loyalty programmes, rewards platforms, or digital customer journeys.

• Experience managing FAQs, help centres, chatbot content, support scripts, or escalation processes.

• Experience coordinating with outsourced support teams, remote teams, or frontline service resources.

• Familiarity with CRM, ticketing systems, chatbot platforms, or customer support tools.

• Basic understanding of customer journey mapping, service design, or customer experience improvement.

• Ability to interpret shopper feedback and turn it into practical recommendations.

Who This Role Is For

This role is suited for someone who enjoys solving customer pain points, improving service journeys, making information clearer, and building better shopper experiences.

You should be curious about how shoppers move through a platform — from onboarding and app usage to promotions, rewards, redemption, support, and repeat engagement. You do not need to be a full customer journey strategist yet, but you should have the interest, initiative, and practical mindset to build deeper capability in this area.

You should be comfortable working in an environment where things are still evolving. We need someone who can take direction, think through the details, work across teams, and follow through until issues are closed.

Experience Required: Minimum 3 years

Education: Degree holder preferred