From Liaison to Leader: Coordinating Loyalty Campaign Delivery at Scale
Case Highlight: Coordinating Loyalty Campaign Delivery Across Teams
Role: Technical Consulting Engineer – Cross-functional liaison between global client and engineering team
Focus: Client communication, QA, delivery coordination
Result: Contributed to 48K+ unique visits/month and high redemption rates
Project Overview
A global client was running a monthly loyalty campaign targeting customer retention and brand engagement. While the campaign strategy and creative were led by the client, our team was responsible for technical implementation and on-time delivery.
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 end-to-end QA testing across devices and languages
Managed feedback loops with client and engineers
Maintained launch accuracy and consistency
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, and commercial value—while also receiving clear direction to improve in areas like communication, collaboration, and innovation. 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 also deepened my interest in product management and customer success. Acting as the bridge between client and engineering gave me insight into how product decisions impact user experience, and how clear communication builds long-term trust and value.
