Specialist, Wella Rewards Programs and Community

Specialist, Wella Rewards Programs and Community

Function:
Education

Location:

CA, US

Work Arrangement:
Hybrid

Position Title:

Specialist, Wella Rewards Programs and Community

Reports to:

NA Sr Manager Wella Rewards Program

Direct Reports: 0

Scope / Brands: NA Wella Rewards Program and Alta Customer Service
- Pro:
Wella Brands, Sebastian, Nioxin, ghd, OPI, Briogeo, Clairol and Wella Color Charm & Retail

The NA Wella Rewards Program and Customer Service Specialist is responsible for the end-to-end execution and optimization of the Wella Rewards loyalty program across Community, Education, and Operations. This role manages day-to-day program operations, customer service support with and through Alta, customer engagement, education offerings, digital platforms, and reporting—ensuring a seamless, high-quality experience for members while supporting business growth. This role acts as a key cross‑functional connector across Customer Service, Education, Sales, Marketing, Digital, and external vendors to drive program performance, engagement, and operational excellence.

• Manage day-to-day Wella Rewards operations by ensuring accurate system processing through vendor systems, and internal workflows and maintaining program accuracy, compliance, and service levels.
• Lead SPOC and Support for Alta who will serve as the primary Customer Service support for the Wella Rewards Program:
• Member enrollment validation and onboarding
• Rewards redemptions, reimbursements, and order support
• Oversee welcome kits, birthday kits, and inventory management
• Education redemptions:
  Seminar requests, bookings, and redemptions and education support tickets and coordination
• RED Tier member support, including enrollment and engagement
• Ensure timely resolution of customer issues
• Support platform updates and content
• Drive engagement through events, communications, and rewards experiences
• Collaborate on education content, offerings, and program enhancements and  partnership and content updates
• Partner with Education Marketing Manager on creative assets for the Wella Rewards program
• Support key events (e.g., education seminars, leadership events, retreats)
• Manage vendor communications related to orders, inventory and fulfillment and build strong cross‑functional partnerships to drive program success
• Team Collaboration and Participation
• Additional tasks/duties/projects as assigned by Manager

• Self‑starter and ability to work independently with clear focus on deliverables
• Excellent Administrative and Organizational Skills
• Excellent oral and written communication skills
• Results oriented. Strong analytical ability, attention to detail, and organizational/time management skills
• Excellence in the following systems: SAP, MS Word, MS Excel and Power Point
• Strong and thorough knowledge of P&Ls, Procurement and Vendor Agreements
• Ability to work with all levels of the organization
• Requires a minimum of 2 years administrative experience
• Sorts through data, identifies issues, risks, and trends and determines optimal solution. Weighs information carefully and brings dilemmas to closure.
• Goes beyond accepted ideas; finds new improvement opportunities; generates ways to get better results. Searches out, both internally and externally, and reapplies proven ideas and methods to generate new solutions.
• Partners internally and externally to form mutually beneficial relationships; comes to common ground for win‑win solutions. Builds effective networks both internally and externally for learning, sharing, and benchmarking.
• Seeks out and readily accepts new ideas, experiences, opportunities, and ways of doing things; celebrates change as an opportunity to grow, develop and improve; has a healthy dissatisfaction for the status quo. Is flexible and adaptable; responds to changing conditions; manages ambiguity.
• Demonstrates ability to prioritize work, manages time effectively, reports accurately and operates with a bias towards action.
• Minimum education of high school diploma or equivalent

• Customer Service:
  Experience, Speed, Efficiency, Productivity
  • Resolution Time & Contact Resolution:
    Time it takes to solve the customer inquiry and On the Spot…