Specialist, Loyalty

Chevron•Houston, LA

12d

About The Position

The Loyalty Program Specialist is responsible for the execution, coordination, implementation, and ongoing optimization of Chevron Texaco Rewards (CTR) initiatives that drive member acquisition, engagement, retention, and overall program performance. Supporting the Loyalty Program Manager, this role serves as the primary project coordinator responsible for translating loyalty strategy into actionable plans and ensuring successful delivery across Marketing, CRM, Sales, Technology, Finance, Legal, Operations, and external partners. The position requires strong project management, stakeholder coordination, operational governance, and executional excellence. The Loyalty Program Specialist ensures campaigns, promotions, program enhancements, and customer experiences are delivered on time, within scope, and in compliance with business requirements. The role acts as a key liaison between internal teams, field organizations, customer support functions, and external vendors to drive program adoption, operational effectiveness, and member satisfaction. The position combines program execution, campaign delivery, analytics, operational governance, and cross-functional coordination to translate loyalty strategies into measurable business outcomes. The Loyalty Program Specialist connects customer insights, performance data, and business objectives to support growth in member engagement, fuel gallons, customer retention, and overall program ROI.

Requirements

Strong project coordination and implementation management skills.
Demonstrated ability to manage multiple projects, timelines, and workstreams simultaneously.
Experience coordinating cross-functional stakeholders with competing priorities.
Ability to influence outcomes and drive alignment without direct authority.
Strong analytical and problem-solving capabilities.
Experience coordinating geographically dispersed teams, vendors, and support resources.
Strong organizational, operational, and execution discipline.
Excellent written, verbal, and presentation communication skills.
Ability to translate business strategy into executable implementation plans.
Customer-centric mindset focused on measurable business outcomes.
Strong attention to detail, flexibility, follow-through, and accountability.

Responsibilities

Coordinate the end-to-end execution of Chevron Texaco Rewards campaigns across digital, app, CRM, retail, field, and partner channels.
Translate loyalty and marketing strategies into executable plans designed to drive acquisition, activation, engagement, retention, and conversion.
Coordinate campaign implementation across CRM, Digital, Sales, Legal, Finance, Operations, Technology, and external agencies.
Manage campaign calendars, project timelines, launch readiness, testing, approvals, and performance tracking.
Support the development and deployment of promotional offers, loyalty incentives, and customer engagement programs.
Ensure campaigns are delivered on schedule and in accordance with business, legal, and operational requirements.
Monitor key loyalty metrics including membership growth, penetration, activation, engagement, retention, and redemption performance.
Develop and maintain KPI-based reporting and dashboards to support leadership decision-making.
Partner with analytics teams to identify customer insights and opportunities for program optimization.
Support test-and-learn initiatives and convert insights into actionable recommendations that improve business outcomes.
Evaluate campaign and program effectiveness and recommend enhancements to improve performance and maximize ROI.
Identify and implement initiatives that reduce enrollment friction and improve member acquisition.
Support optimization of customer onboarding experiences, including mobile, digital, in-store, and pump-based enrollment channels.
Partner with CRM teams to improve segmentation, lifecycle marketing, personalization, and engagement efforts.
Drive initiatives that increase program participation, transaction frequency, and customer retention.
Support implementation of member communications and engagement activities designed to strengthen program value and customer loyalty.
Serve as the key coordinator across Marketing, Sales, CRM, Technology, Legal, Finance, Operations, and external partners to ensure successful implementation of loyalty initiatives.
Manage project plans, milestones, timelines, dependencies, risks, stakeholder communications, and delivery commitments.
Facilitate alignment meetings, status reviews, launch readiness assessments, testing activities, and implementation planning sessions.
Coordinate issue identification, escalation, and resolution activities to support successful execution.
Ensure loyalty initiatives are integrated into broader customer experience, marketing, and commercial programs.
Support governance processes by tracking actions, decisions, approvals, and key program deliverables.
Coordinate with Sales Business Consultants (BCs), Area Consultants (ACs), and B2B Marketing teams to drive awareness, education, adoption, and utilization of Chevron Texaco Rewards tools, promotions, and capabilities.
Serve as a key point of coordination between Loyalty, Field Sales, CRM, Marketing, Technology, and Operations teams to support effective program implementation.
Manage program communications, stakeholder updates, implementation timelines, and follow-up activities associated with loyalty initiatives.
Monitor customer feedback, consumer case trends, and member satisfaction metrics through Chevron Consumer Connections (CCC) and other support channels, proactively identifying opportunities for process improvements.
Coordinate issue resolution across internal stakeholders to address member concerns, operational challenges, and program-related escalations.
Coordinate and prioritize work performed by Manila-based loyalty support resources, ensuring service levels, deliverables, and operational requirements are met.
Maintain program documentation, process guidelines, training materials, and implementation resources to support consistent execution.
Support field deployment activities, program launches, and operational readiness efforts across the Chevron and Texaco network.
Support partner relationships that enhance customer value and drive CTR program growth.
Coordinate implementation of partner promotions, offers, integrations, and loyalty-related activations.
Manage vendor deliverables and project activities to ensure operational readiness and execution excellence.
Ensure partner and vendor activities comply with contractual, operational, and brand requirements.
Ensure loyalty initiatives comply with Chevron Operational Excellence, legal, compliance, privacy, and financial standards, including, managing and coordinating updates to the program Terms & Conditions, FAQs, Privacy Policy, and Financial Policy
Identify operational risks and coordinate corrective actions to mitigate business exposure.
Implement continuous improvement initiatives that enhance efficiency, scalability, and customer experience.
Maintain appropriate controls, documentation, approvals, and audit readiness for loyalty programs and promotions.