I. BASIC PURPOSE / JOB BRIEF:

The Loyalty Marketing Supervisor supports the implementation, administration, and continuous improvement of loyalty programs under the Okada Manila ecosystem, including Reward Circle, Okada Club, and the Lifestyle Program. The role supports day-to-day program operations across customer experience, loyalty systems, campaign execution, member communications, gift redemption, reporting, and cross-functional coordination.

Working closely with internal departments and external partners, the Supervisor helps ensure loyalty initiatives are executed accurately and effectively, while maintaining a consistent member experience across gaming and non-gaming touchpoints.

II. MAJOR RESPONSIBILITIES AND DUTIES:

Loyalty Program Administration & Support:

• Support the implementation and day-to-day administration of loyalty programs across different customer segments.
• Maintain program information including tier structures, benefits, reward mechanics, eligibility, membership rules, and related operational requirements.
• Assist in reviewing and updating program Terms & Conditions, Privacy Policy, operational guidelines, and internal procedures.
• Coordinate with relevant business units including Gaming, Hotel, F&B, Spa, Entertainment, and Retail to support effective program execution.
• Monitor day-to-day program operations and coordinate the resolution of operational and member-related issues to maintain program integrity and member satisfaction.

Campaign Execution & Member Engagement:

• Support the planning and execution of loyalty campaigns, promotions, and member engagement initiatives across segments and tiers, including:
  • • Annual loyalty promotions
    • Seasonal campaigns (e.g., Chinese New Year, Holidays)
    • Member engagement and surprise & delight activities
    • Recognition and gifting programs
• Assist in developing and implementing targeted offers based on member segments, campaign objectives, and available customer insights.
• Coordinate campaign requirements, timelines, communications, and operational execution with relevant stakeholders.
• Monitor campaign performance and prepare post-campaign reports, findings, and recommendations.
• Coordinate with Retail and Partnerships teams on loyalty-related offers, member benefits, and partnership initiatives.

III. JOB SPECIFICATIONS:

Educational Requirement:

• Graduate of a Bachelor's Degree in Marketing, Business Administration, Hospitality Management, or other related fields.

Experience Requirement:

• At least 3–5 years of relevant experience in Loyalty Marketing, CRM, Casino Marketing, Hospitality, Customer Engagement, or other related fields.
• Experience in the gaming, hospitality, integrated resort, or loyalty program environment is an advantage.

Skills and Attributes

• Supervisory & Management Skills:
• Team Coordination & Supervision
• Performance Monitoring
• Planning & Execution
• Problem Solving & Decision Making

Technical Skills:

• Proficient in Microsoft Office applications.
• Good understanding of loyalty programs, CRM, member engagement, and promotional campaigns.
• Strong analytical and reporting skills, with the ability to interpret campaign and member performance data.
• Familiarity with loyalty systems, digital platforms, mobile applications, or other customer-facing technologies is preferred.
• Experience in User Acceptance Testing (UAT) and system/process improvement is an advantage.

Other Qualifications:

• Excellent oral and written communication skills in English.
• Knowledge of Japanese, Chinese, or Korean is an advantage.
• Strong interpersonal and cross-functional coordination skills.
• Detail-oriented, organized, and able to manage multiple priorities and deadlines.
• Customer-focused with a strong understanding of service excellence.
• Able to work effectively under pressure in a fast-paced environment.