This blog series gives insight into the day-to-day life of LoyaltyLion’s loyalty experts. We’ll look at members from all teams – diving into their roles and responsibilities – how they started their careers and what advice they have to share.
So let’s meet Luana Stoica, a Strategic Customer Success Manager who works closely with stores during the onboarding process.
How long have you been working at LoyaltyLion?
1 year and 3 months!
What does a typical day look like for you?
I begin my morning by checking emails and planning the day, then I’ll usually spend my time on a mix of internal and external calls. I also spend a lot of time carrying out preparation work ahead of advising our merchants on their tailored loyalty programs, as it’s really important that I have a deep understanding of how they are running things.
I’m also working on improving various internal processes to provide a great onboarding experience for our merchants, so this can take up quite a bit of my time too.
Why does your role in the Onboarding team matter?
The onboarding phase sets up our merchants for success. Onboarding Managers are one of the first touch points within the LoyaltyLion world, so it better be a great experience from start to finish.
It’s not only about the loyalty expertise an onboarding manager brings to them, but also about our attitude, cheerful personality, professionalism and being there for our merchants when they need us.
What is the first thing a store should consider when they’re entering the onboarding phase?
Being open to their dedicated Onboarding Manager’s recommendations.
What’s the biggest challenge you typically see stores facing during the onboarding process? How do you help them through that challenge?
Some merchants would like to customise the loyalty program more than the others, and this can sometimes cause delays in launching the program because of the time needed to reflect those changes. My advice is this: launch the program as soon as possible – even without the customisation – to see the ROI sooner rather than later. The aesthetics of your loyalty program can always be tweaked and touched up when time and resources allow.
What’s your favourite loyalty program that you’ve launched and why?
Tough question – there are many good ones out there. However, my favourite is Claudia&Julia’s – they have a neat, simple landing page and yet the program is very successful. They took our advice into consideration and they were also so lovely to work with!
What one piece of advice would you give to a store looking to launch a loyalty program?
Don’t overthink it. If you’re not sure what to start with, don’t worry, the LoyaltyLion onboarding team is here to guide you through! Remember to keep things simple and clear. Also, less is more, even for a loyalty program! You don’t want your customers to be confused or not understand how the program works.
What’s your favourite thing about working in Onboarding at LoyaltyLion?
There’s always a new project to work on, whether that is internal or external, and so I’m learning something new from a different angle every day.
Are you interested in joining the LoyaltyLion Onboarding team? Check out our careers page for our current job opportunities. Or if you’re ready to start a conversation with a loyalty expert, book a demo here.
About the author
Luana, University of Bradford graduate with 1st Class, has seven years experience in the customer success field. She joined LoyaltyLion as a Strategic Customer Success Manager Onboarding and it's also an expert in all things skincare. Life advice: wear your sunscreen every.single.day!