As a Program Administrator for Gratifii Limited, I was responsible for the seamless execution and management of Mitsubishi Heavy Industries’ loyalty programs, primarily targeting Installers in Australia and New Zealand who purchase from Mitsubishi. This role involved overseeing program operations, reporting, communication, and financial management to ensure the success and efficiency of the program. Key responsibilities included:

Program Ownership and Management: Taking full ownership of the loyalty program for Mitsubishi’s installers, from program launch to closure, ensuring a smooth and successful program lifecycle.

Customer Behavior Analysis: Analyzing customer behavior to optimize program strategies, identify opportunities for improvement, and enhance member engagement and satisfaction.

Operational Efficiency & Profitability: Identifying operational weaknesses and implementing improvements to enhance program efficiency and profitability.

Tool & Process Oversight: Overseeing the adoption and effective use of tools and processes to streamline program operations, ensuring smooth day-to-day management.

Data Security & Cost Management: Ensuring the protection of customer data in compliance with security protocols while maintaining effective cost management practices.

Issue Escalation & Resolution: Managing escalated technical issues, collaborating with support teams to ensure timely resolutions.

Collaboration & Company Culture: Working closely with leadership and team members to uphold the company’s culture, values, and vision throughout the program.

Program Launch and Closure: Responsible for initiating and closing loyalty programs, ensuring seamless transitions and thorough oversight during the program lifecycle.

Campaign Analysis & Reporting: Taking ownership of campaign performance, including tracking ROI, preparing daily and weekly reports for the client, and presenting insights to guide decision-making.

Database Management & Member Profiling: Managing and maintaining accurate database records and profiling of program members (installers), enabling personalized communication and targeted marketing efforts.

Customer Support: Handling customer queries via phone, chat, and email to ensure timely resolutions and high levels of customer satisfaction.

Reward Payment Processing: Accurately processing reward payments and ensuring efficient and error-free transactions for program participants.

Inbox Management: Taking ownership of the program’s inbox communication, ensuring timely and professional responses to all queries and ensuring that communication is aligned with the program's goals and customer expectations.

Handling of Finance for Consumer Programs: Overseeing financial management for the consumer side of the business, ensuring accurate budgeting, forecasting, and reporting in alignment with program objectives.