Salesforce Loyalty SME

About Us Concord isn't your typical consulting firm; we are an execution company with a passion for making things happen.

Our mission is to help clients enhance customer experiences, optimize operations, and revolutionize their product offerings through seamless integration, optimization, and activation of technology and data.

We are purpose-built, merging the industry’s top specialty companies to amplify our Innovation Capabilities in analytics & AI, data management & engineering, UX and digital experience, and technical platform integration, automation & security engineering.

About the Role We are seeking a highly skilled Loyalty Subject Matter Expert (SME) to partner with our clients in shaping and executing their loyalty program transformation.

The SME will play a consultative role, guiding the customer through loyalty redesign and replatforming initiatives, helping to build a compelling business case that demonstrates both strategic and financial value.

This role requires deep expertise in loyalty program strategy, ROI analysis, customer retention, and loyalty technology platforms, with a strong preference for Salesforce Loyalty experience.

Key Responsibilities Act as a trusted advisor to our client on loyalty strategy, redesign, and replatforming projects.

Support the creation of a business case for loyalty program transformation, including ROI modeling and value realization frameworks.

Provide industry best practices and thought leadership in loyalty program design and customer retention strategy.

Evaluate and recommend appropriate loyalty platforms and technologies, with a focus on Salesforce Loyalty.

Partner with cross-functional teams (business, technical, and executive stakeholders) to ensure alignment between loyalty initiatives and overall customer experience goals.

Requirements Hands-on experience with Salesforce Loyalty Management — design, implementation, configuration, or solution architecture.

Strong understanding of Salesforce ecosystem integration (Service Cloud, Marketing Cloud, Commerce Cloud) and how Loyalty fits into the overall CRM / CX journey.

Proven experience designing, implementing, or optimizing loyalty programs within Retail and E-Commerce environments.

Deep understanding of omnichannel loyalty strategy (online + in-store integration, mobile app engagement, personalization).

Strong ability to conduct Loyalty ROI analysis to demonstrate value in a retail context (customer lifetime value, purchase frequency, basket size).

Experience creating business cases for loyalty program redesign / replatforming that resonate with consumer-driven organizations.

Ability to recommend and apply Salesforce Loyalty best practices for program structure (tiers, points, rewards, promotions).

Familiarity with Salesforce data model and APIs as it relates to loyalty integrations.

Ability to serve as a trusted advisor to executive stakeholders, influencing loyalty program direction.

Skilled in facilitating workshops, requirements gathering, and executive presentations.

Strong communication and storytelling skills to translate complex findings into simple business narratives.

Experience working in consulting, advisory, or client-facing roles is highly desirable.

What We Offer (Only W2) Health, Dental, and Vision Insurance :

• Comprehensive coverage to support your well-being.

Employer Contributions to Health Savings Accounts (HSA) :

Flexible Spending Accounts (FSA) :

Disability Insurance :

Life and AD&D Insurance :

Employee Assistance Program (EAP) :

Career Growth Opportunities :

Team Engagement Activities :

Type of employment :

Our core capabilities work together to help companies untangle their toughest business and technology challenges :