Account Manager - Loyalty and Rewards

Company Description

Stream Loyalty specialises in crafting loyalty solutions aimed at enhancing customer retention, acquisition, and growth. Through our innovative LoyaltyStream® platform, we deliver customisable, data-driven loyalty programmes tailored to diverse industries. Featuring configurable campaigns and metrics, the platform supports globally deployed solutions that elevate customer engagement through targeted communications.

Overall Job Purpose

The Account Manager is responsible for managing and growing a portfolio of up to 20 clients across Enterprise, Premium, Classic and Lite programmes. The role is focused on building strong, long-term client relationships, driving measurable programme performance, and supporting commercial growth through upsell, referrals, and advocacy.

Acting as the strategic lead for each account, the Account Manager will work closely with clients to define and review monthly, quarterly, and long-term objectives. They will lead client meetings, present programme data and performance analysis, and provide insight-driven recommendations that align loyalty activity with the client’s wider commercial goals.

This role is not responsible for handling technical support tickets or implementing campaigns and promotions. These are delivered by Stream Loyalty’s internal technical support and product teams. Instead, the Account Manager ensures clarity, prioritisation, and alignment across all parties, acting as the trusted commercial and strategic partner to the client.

The Account Manager plays a key role in revenue retention and growth by identifying upsell opportunities, setting and tracking performance targets, securing referrals and testimonials, and embedding Stream Loyalty deeply within the client’s organisation.

Key Duties and Responsibilities

Client Relationship & Account Ownership

• Manage a portfolio of up to 20 client accounts across multiple programme tiers
• Build strong, trusted relationships with key stakeholders at multiple levels within client organisations.
• Act as the primary commercial and strategic point of contact for each client.
• Maintain a deep understanding of each client’s business model, objectives, and challenges.

Strategic Planning & Performance Management

• Lead monthly, quarterly, and strategic review meetings with clients.
• Set programme goals and success metrics in collaboration with the client.
• Review performance against targets and recommend actions to improve engagement, earning, and retention.
• Present clear, structured data analysis and insights from loyalty programme performance.

Data Analysis & Insight Delivery

• Interpret programme data to identify trends, opportunities, and risks.
• Translate data into meaningful commercial insight and recommendations.
• Use reporting to demonstrate ROI, behavioural change, and programme value.
• Ensure clients clearly understand programme performance and next steps.

Commercial Growth & Revenue Responsibility

• Identify and progress upsell opportunities across products, services, and programme enhancements.
• Proactively seek referrals, testimonials, and case studies from satisfied clients.
• Support retention by ensuring programmes continue to deliver value over time.
• Contribute to revenue growth targets through account expansion and advocacy.

Internal Coordination & Governance

• Work closely with internal product and support teams to ensure client priorities are understood and aligned.
• Provide clear briefs and context for campaign or promotion requests managed by the product team.
• Ensure clients understand processes, responsibilities, and timelines.
• Maintain accurate account documentation and internal updates.

Professional Standards

• Operate in line with company policies, operational procedures, and data protection standards.
• Represent Stream Loyalty professionally and consistently in all client interactions.
• Contribute positively to team knowledge sharing and continuous improvement.