Project Description

Stabilising and Enhancing a Loyalty Platform

Project Description

    Our client needed to ensure that their recently implemented Loyalty Program and platform was robust and stable to support existing members as well as being able to scale to support planned member growth and increased campaign activity.  There were a number of issues being experienced with the foundational release of the platform and a large number of essential scope items still in the backlog.

What We Did

  • Delivery of scope items to stabilise and extend the Loyalty Program IT and Operational Platform
  • Scope included: campaign execution, member acquisition and servicing, enhancements to the digital marketing platform, loyalty gifts program, communication preferences, digital experience and new segmentation models
  • Support of C-level stakeholder group
  • Ownership and management of program budget (~$3.5m), schedule, and resources (~45 FTEs)
  • PMO services to support program

Outcomes Delivered

  • C- level confidence in the stability of the IT platform clearing the way for leverage for scale and further investment
  • Defined and prioritised scope agreed with executive group
  • End-to-end Program Management accountability of ~35 scope items delivered over 5 sprints
  • Successful management of the Program Management Office

Project Details

  • IndustryLeisure and Entertainment
  • Service LineCustomer Experience