Customer Loyalty & Referral Program Specialist

Employment Type: Full-Time | Part-Time

Work Setup: Remote

Position Overview

We are seeking a Customer Loyalty & Referral Program Specialist to support and manage our customer engagement initiatives. This role focuses on strengthening customer relationships, increasing repeat store visits, and ensuring the smooth operation of our loyalty and referral programs.

The ideal candidate is organized, customer-focused, and comfortable communicating with customers through phone, email, and text messaging.

Key Responsibilities

Customer Database Management

• Maintain accurate and up-to-date customer profiles
• Segment customers based on lifecycle and engagement (e.g., bridal, anniversary, VIP, repairs)
• Track customers with unredeemed loyalty rewards (Diamond Dollars)

Customer Outreach

• Contact customers via phone, text, and email regarding promotions, events, and new arrivals
• Conduct follow-ups after store visits
• Send reminders to customers about unredeemed Diamond Dollars

Referral Program Management

• Track incoming customer referrals
• Contact referred customers in a timely manner
• Update referring customers and ensure referral credits are applied correctly
• Maintain a clear referral pipeline from referral to visit to purchases

Reporting & Insights

• Prepare weekly and monthly reports on customer outreach, referrals, and loyalty activity
• Share insights to support improvements in customer retention and store traffic

Customer Experience

• Deliver warm, professional, and brand-aligned communication
• Identify high-value customers who may require additional attention or follow-up

Qualifications & Skills

• Experience in customer service, customer engagement, CRM management, or similar roles
• Strong written and verbal communication skills
• Comfortable making outbound calls, sending texts, and email communication
• Organized, detail-oriented, and able to manage multiple tasks
• Experience maintaining customer databases or CRM systems
• Ability to analyze basic data and prepare simple reports
• Professional, friendly, and customer-focused approach