Loyalty Programs Coordinator

Job Summary

•  Ensure proper execution (both customer facing and back-end) of the Heavy Medals and TourPass athlete loyalty programs for Rock ‘n’ Roll races. This includes maintaining loyalty program enrollment and execution of membership benefits.


• Work with Data Specialist on pulling the appropriate reports pre and post-race and distribute lists to the necessary team members.


• Travel to Rock ‘n’ Roll events to execute the Heavy Medals program and assist elsewhere onsite as needed.


• Submit preliminary reports to mail house to obtain quotes for all shipping and labor costs.


• Ensure timely payment to mail house via Accounts Payable to keep post-race mailing on schedule.


• Create an internal execution schedule of all Heavy Medal deadlines.


• Handle all incoming inquiries for both Heavy Medals and TourPass programs including email and phone.


• Create, manage and update the inventory tracking spreadsheet for all medals in the Heavy Medals program. Place reorders via vendor on an as-needed basis. Work with Marketing team on the launch of the following year’s programs


• Update athlete information in the appropriate databases


• Become educated and Rock ‘n’ Roll event series and policies to provide the best customer service experience to athletes.


• Assist with the general email inboxes for Rock ‘n’ roll events


• Assist the Event-Specific Athlete Services Coordinators with customer service and onsite execution of Athlete Check-In and Slot Allocation for various events in the Americas. 

•  Analytical - Collects and researches data, uses intuition and experience to complement data; designs work flows and procedures.


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  Problem Solving - Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, works well in group problem solving situations, uses reason even when dealing with emotional topics.


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  Project Management - Develops project plans, coordinates projects, communicates changes and progress, completes projects on time and budget.


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  Technical Skills - Assesses own strengths and weaknesses, pursues training and development opportunities, strives to continuously build knowledge and skills, shares expertise with others.


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  Customer Service - Manages difficult or emotional customer situations, responds promptly to customer needs, solicits customer feedback to improve service, responds to requests for service and assistance, meets commitments.


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  Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality, listens to others without interrupting, keeps emotions under control, remains open to others' ideas and tries new things.


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  Oral Communication - Speaks clearly and persuasively in positive or negative situations, listens and gets clarification, responds well to questions, demonstrates group presentation skills, participates in meetings.


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  Written Communication - Writes clearly and informatively, edits work for spelling and grammar, varies writing style to meet needs, presents numerical data effectively, able to read and interpret written information.


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  Teamwork - Balances team and individual responsibilities, exhibits objectivity and openness to others' views, gives and welcomes feedback, contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives, supports everyone's efforts to succeed.


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  Leadership - Exhibits confidence in self and others, inspires and motivates others to perform well, effectively influences actions and opinions of others, accepts feedback from others, gives appropriate recognition to others.


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  Managing People - Includes staff in planning, decision-making, facilitating and process improvement; makes self-available to staff.


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  Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.