Specialist, Wella Rewards Programs and Community

Position Title: Specialist, Wella Rewards Programs and Community 

Location: Calabasas

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

ABOUT THE WELLA COMPANY

Together, WE enable individuals to look, feel, and be their true selves.

Wella Company is one of the world’s leading beauty companies, comprised of a family of iconic brands such as Wella Professionals, Clairol, OPI, Nioxin and ghd. With 6,000 employees globally, presence in over 100 countries, Wella Company and its brands enable consumers to look, feel, and be their true selves. As innovators in the hair and nail industry, Wella Company empowers its people to delight consumers, inspire beauty professionals, engage communities, and deliver sustainable growth to its stakeholders.

For additional information about the Wella Company please visit www.wellacompany.com.

THE ROLE

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. 

KEY RESPONSIBILITIES

• 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
• Catalogue updates (pricing, points, images, descriptions, inventory)
• 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 WellaEd.com 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

QUALIFICATIONS

Essential:

• 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 PowerPoint 
• 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

Desirable:

• 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

ROLE KPIs:

• Customer Service: Experience, Speed, Efficiency, Productivity
  • Resolution Time & Contact Resolution: Time it takes to solve the customer inquiry and On the Spot Resolution
  • Occupancy: Amount of time actively assisting customers
  • Response Time: # of Tickets Handled and Solved in an Hour
  • # of Replies & Wait Time

We disclose the compensation range for positions in compliance with local law. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, skills and in comparison to internal incumbents currently in similar roles. Pay Range: $59,250 - $79,000 salary per year. The range listed is just one component of Wella Company's total rewards package for employees. Other rewards may include annual bonus plan or variable pay, depending on the role. In addition, Wella Company provides a rich variety of benefits to employees, including health insurance, life and disability insurance, 401(k) retirement plan, paid holidays and paid time off (PTO).

NOTICES 

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

If you need assistance and/or a reasonable accommodation due to a disability during the application process, please email NA.Recruiting@wella.com. This email account will not respond to inquiries regarding the status of a candidate’s application.

Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Wella participates in the E-Verify Program to confirm eligibility to work in the United States. Information regarding your rights: Know Your Rights and Pay Transparency Nondiscrimination Provision.