Customer Loyalty and Relationship Coordinator

Description

Position Summary: Design, coordinate, and drive the customer loyalty and omnichannel relationship strategy, leading the development of Loyalty programs and the evolution of the WhatsApp channel. Key Highlights: 1. Lead the customer loyalty and omnichannel relationship strategy. 2. Develop the new Loyalty Program and evolve the WhatsApp channel. 3. Manage complex projects and coordinate multidisciplinary teams. MISSION Reporting directly to the Customer Experience Management team, your mission will be to design, coordinate, and drive Santalucía’s customer loyalty and omnichannel relationship strategy, leading the development of the new Loyalty Program and the evolution of the WhatsApp channel as a relational and conversational space. Ensure a consistent, valuable, and measurable customer experience aligned with Customer Experience objectives and the company’s overall strategy. JOB RESPONSIBILITIES 1\. Loyalty Program Define and drive the value proposition of the new loyalty program. Identify, evaluate, and negotiate with potential partners and strategic allies. Design and implement pilots, A/B tests, and activation mechanics. Monitor program performance (activation, usage, recurrence, incremental value) and propose continuous improvements. 2\. WhatsApp Channel (relationship and self-service) Design, prioritize, and coordinate the development of WhatsApp use cases focused on customer relationship, notifications, and self-service. Collaborate with Technology and Iris Global to ensure correct implementation, evolution, and integration of the channel. Monitor operational and experience-related metrics for the channel and identify improvement opportunities. 3\. Project Management, Measurement, and Continuous Improvement Cross-functionally manage the Loyalty and WhatsApp roadmaps, coordinating multidisciplinary teams and managing timelines, milestones, dependencies, and risks. Draft functional requirements, validate developments, and ensure proper production deployment. Define and track key KPIs; create or evolve dashboards and executive reports. Identify optimization opportunities in processes, communications, or functionalities associated with the projects. REQUIRED EXPERIENCE, KNOWLEDGE, AND SKILLS **Desired Experience:** Minimum 4–5 years of project management experience (experience within the insurance sector is advantageous). Experience managing complex projects and coordinating multidisciplinary teams while resolving emerging issues. Decision-making capability to advance and meet project milestones. **Required Knowledge:** Required qualification – University degree. Familiarity with core work tools such as ServiceNow, PowerPoint, Excel, Teams, etc. **Advantageous:** Knowledge of loyalty programs, engagement metrics, and customer value. **Advantageous:** Knowledge of conversational channels (WhatsApp Business Platform, bots, automation). Analytics and reporting tools (Excel, Power BI, etc.). **Skills:** Strategic vision and customer orientation. Analytical and synthesis capabilities. Coordination, communication, and storytelling. Stakeholder management and negotiation. Prioritization ability and results focus. At SANTA LUCIA S.A., Cª SEGUROS S.A., we work to guarantee real and effective equal opportunities, enabling professional development and labor diversity, in line with our commitment to UN Agenda 2030 Sustainable Development Goal 5 (Gender Equality). **Province:** Madrid **Company:** SANTALUCIA SEGUROS **Date:** 23 Mar 2026