The Retail Loyalty Customer Fraud Manager is responsible for protecting the company’s loyalty program and customer ecosystem from fraud, abuse, and misuse. This role leads fraud detection, prevention strategies, and investigations related to loyalty points, promotions, accounts, and customer behavior, while balancing fraud control with a seamless customer experience.

Function:

• Develop and oversee fraud monitoring frameworks for loyalty programs, customer accounts, rewards, and promotions.
• Identify suspicious activities such as points abuse, account takeovers, fake accounts, referral abuse, promotion misuse, and collusion.
• Analyze customer behavior, transaction patterns, and anomalies to detect emerging fraud risks.
• Coordinate with related function on investigations and corrective actions.
• Recommend account actions including warnings, point reversals, suspensions, or closures based on findings.
• Continuously assess fraud risks related to new customer journeys, channels, or partnerships.
• Produce regular fraud risk reports, trends analysis, and KPIs for management.
• Provide actionable insights to improve fraud controls.
• Stay up to date on retail fraud trends, loyalty fraud typologies, and industry best practices.
• Review and enhance fraud tools, processes, and vendor solutions.
• Manage and mentor fraud teams.

Functional knowledge & experience:

- 5 years experience in fraud risk management, investigations, or analytics or related field

- 1-2 years of experience leading

Functional skill:

- Well organized, analytical, and critical thinking skills

- Strong working knowledge on excel

- Ability to work under pressure

Managerial skill:

- Excellent verbal and written communication skills

- Problem solving and decision making

- Ability to motivate team

Education: Bachelor’s degree in BA/BS or related field

Language:  Fluent in English & Vietnamese

Office skills: Excel, Power point, MS word, SQL