Supporting Technical Execution for Global Loyalty Campaigns
Case Highlight: Coordinating Loyalty Campaign Delivery Across Teams
Role: Campaign Delivery Coordinator – Supporting cross-functional teams to deliver a customer-facing loyalty site on time and with technical accuracy
Focus: Cross-team coordination, CRM QA, and loyalty campaign delivery
Result: Supported 48K+ unique visits/month and improved redemption outcomes
Project Overview
A global client was running a monthly lifecycle campaign aimed at retention and engagement. While strategy and creative were owned by the client, our team handled technical execution and ensured timely campaign delivery across CRM channels.
I served as the main point of contact—bridging communication between the client and internal engineering team to ensure smooth monthly launches, alignment with product limitations, and quality assurance.
What I Did
Here’s how I supported delivery and helped scale the campaign over time:
Acted as the liaison between client and engineering, translating requirements, feedback, goals, and constraints clearly
Coordinated cross-functional teams to meet tight, recurring deadlines
Conducted QA to ensure consistent brand and journey experiences
Managed feedback loops with client and engineers
Ensured timely and consistent delivery of campaign assets
Scaling the Engagement: Driving Value Beyond Delivery
As our partnership with the client matured, I took on more responsibility beyond campaign coordination—focusing on efficiency, customer success, and feedback integration to support growth at scale.
Process Improvements
Standardised internal approval workflow: Introduced a change ticket system for website releases, saving ~8 man hours/month and speeding up deployment timelines.
Automated offer code uploads: Built a streamlined process to reduce manual tasks and ensure accuracy during frequent campaign updates.
Campaign Enhancements
Scaled to handle peak periods: Managed campaigns with up to three concurrent offers, including “always-on” promotions alongside monthly campaigns.
Improved in-store redemption experience: Delivered a solution that generates a unique barcode PDF when users click the "Get codes" CTA—enabling seamless in-store usage across markets.
Client Reporting & Feedback
Enhanced campaign reporting: Delivered more robust and actionable performance reporting for client visibility.
Launched a client feedback survey: Created a structured feedback loop that enabled data-driven adjustments to improve client satisfaction and collaboration.
Outcome
After improving delivery workflows, we saw measurable growth in performance across the campaign’s second year.
| Metric | 2024 | 2025 | % Increase |
|---|---|---|---|
| Monthly Unique Visits | 39.7k | 48k | +12% |
| Online Redemption Rate | 78% | 93.5% | +26% |
| In-Store Redemption Rate | 48% | 57% | +42.5% |
| Proposition Awareness | 56% | 66.5% | +13% |
Highlight: The 42.5% increase in in-store redemptions reflects how thoughtful experience design and clearer communication can drive offline behaviour as well as digital engagement.
What I Learned
In a recent client feedback survey, we were rated highly for availability, delivery, communication and collaboration. That feedback has helped me focus on being more proactive in surfacing ideas, clarifying roadblocks early, and building stronger, cross-functional alignment—not just executing, but elevating the partnership.
This project sharpened my ability to work across teams and manage delivery in a structured, high-volume environment. Acting as the main point of contact between the client and engineering teams taught me how to communicate technical details clearly, handle feedback loops efficiently, and maintain accuracy under recurring deadlines.
It also gave me insight into how campaign execution ties into broader customer engagement efforts. While I wasn’t involved in strategy, I gained a clearer understanding of how timing, consistency, and the technical foundation of CRM campaigns contribute to overall lifecycle performance.
