Loyalty Senior Manager
Keeta · São Paulo, Brazil
**About the role** This role sits at the intersection of operations, product, data, and business strategy. You'll own Keeta Brazil's loyalty engine — the programs, mechanics, and consumption moments that turn first\-order users into habitual customers. You'll work across Product, CRM, Marketing, Data, Merchant Ops, and Courier Ops, requiring strong cross\-functional coordination and a bias for action. This is a hands\-on ownership role: you'll design the strategy, run the operations, and be accountable for the results. **Job Responsibilities** **Loyalty Strategy \& Program Design** * Define and evolve Keeta Brazil's loyalty strategy: points, tiers, rewards, memberships, and subscription\-style programs that drive retention, frequency, and basket growth * Identify, validate, and prioritize the core consumption moments where loyalty levers have the highest impact * Build a structured framework to map user lifecycle opportunities (new → active → habit → churn\-risk → win\-back) and guide program priorities * Develop scalable playbooks for loyalty campaigns and lifecycle programs * Conduct competitor analysis and loyalty program benchmarks (local players and global best practices) * Design and execute user surveys and research to understand pain points, behavioral drivers, and reward perceptions * Translate data insights into operational actions and strategic recommendations **Loyalty Operations \& Execution** * Own the full execution cycle of loyalty initiatives: Ideation → kickoff → planning → 360 coordination → launch → performance tracking → iteration * Manage and optimize the loyalty budget, including rewards cost, incentive efficiency, and ROI tracking * Plan and execute CRM lifecycle journeys (email, push, in\-app, WhatsApp) in coordination with CRM and Marketing teams * Run A/B tests and experiments on loyalty mechanics, incentives, and communication flows; scale what works * Act as a liaison between stakeholders (Product, Marketing, Business, Data, Customer Experience, Delivery) to ensure a 360\-degree view of the customer * Monitor program health: enrollment, activation, redemption, repeat rate, churn, and LTV impact **Requirements** * Bachelor's degree or above in business, economics, engineering, or related fields * Robust experience in loyalty, CRM, user operations, retention, or growth strategy in digital platforms * Background in e\-commerce, food delivery, or subscription\-based businesses preferred * Hands\-on experience designing or operating loyalty programs (points, tiers, cashback, memberships) strongly preferred * Strong analytical skills, with proficiency in SQL, Python, or other tools to extract insights and validate impact * Experience with CRM platforms and lifecycle communication channel management * Strong project management and cross\-functional leadership skills, preferably with previous exposure to Product and Martech * Excellent communication skills to bridge technical and non\-technical stakeholders * Ability to balance user delight with business impact * Fluent English; Portuguese proficiency is a plus for the Brazilian market *Keeta Brazil is committed to building a diverse and inclusive workplace. We welcome and encourage applications from people with disabilities (PwD). If you require any accommodations during the recruitment process, please let us know — we are here to support you.*