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This blog series gives insight into the day-to-day life of LoyaltyLion’s loyalty experts. We’ll look at members from all teams – diving into their roles and responsibilities – how they started their careers and what advice they have to share.
So let’s meet Luana Stoica, a Strategic Customer Success Manager who works closely with stores during the onboarding process.
1 year and 3 months!
I begin my morning by checking emails and planning the day, then I’ll usually spend my time on a mix of internal and external calls. I also spend a lot of time carrying out preparation work ahead of advising our merchants on their tailored loyalty programs, as it’s really important that I have a deep understanding of how they are running things.
I’m also working on improving various internal processes to provide a great onboarding experience for our merchants, so this can take up quite a bit of my time too.
The onboarding phase sets up our merchants for success. Onboarding Managers are one of the first touch points within the LoyaltyLion world, so it better be a great experience from start to finish.
It’s not only about the loyalty expertise an onboarding manager brings to them, but also about our attitude, cheerful personality, professionalism and being there for our merchants when they need us.
Being open to their dedicated Onboarding Manager’s recommendations.
Some merchants would like to customise the loyalty program more than the others, and this can sometimes cause delays in launching the program because of the time needed to reflect those changes. My advice is this: launch the program as soon as possible – even without the customisation – to see the ROI sooner rather than later. The aesthetics of your loyalty program can always be tweaked and touched up when time and resources allow.
Tough question – there are many good ones out there. However, my favourite is Claudia&Julia’s – they have a neat, simple landing page and yet the program is very successful. They took our advice into consideration and they were also so lovely to work with!
Don’t overthink it. If you’re not sure what to start with, don’t worry, the LoyaltyLion onboarding team is here to guide you through! Remember to keep things simple and clear. Also, less is more, even for a loyalty program! You don’t want your customers to be confused or not understand how the program works.
There’s always a new project to work on, whether that is internal or external, and so I’m learning something new from a different angle every day.
Are you interested in joining the LoyaltyLion Onboarding team? Check out our careers page for our current job opportunities. Or if you’re ready to start a conversation with a loyalty expert, book a demo.