Co-Brand Credit Card Partnership Management
Customer Experience & Loyalty › Loyalty Programme Management · 18 L4 steps · 6 phases · 8 decision gates · Updated 2026-03-18 22:18
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Process Flow Diagram (BPMN)
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L4 Process Steps
| Step | Step Name | Role / Swim Lane | System | Input | Output | KPI | Dec? | Exc? |
|---|---|---|---|---|---|---|---|---|
Phase 1 1.1 |
Evaluate co-brand bank partner candidates | Loyalty Partnerships Director | Salesforce CRM | Bank RFP responses, cardholder portfolio data, credit union benchmarks | Partner shortlist with scored evaluation matrix | Partner evaluation cycle ≤60 days; minimum 3 candidates scored | Y | N |
| 1.2 | Negotiate revenue-share and miles pricing terms | VP Loyalty & Commercial Partnerships | Salesforce CRM | Partner shortlist, actuarial breakage model, competitive miles CPM benchmarks | Agreed term sheet: miles CPM, sign-up bonus pool, revenue-share % | Miles CPM negotiated ≥$0.011 per mile; sign-up bonus cost per card ≤$120 | Y | N |
| 1.3 | Execute partnership agreement and integration SLA | Loyalty Partnerships Director | Salesforce CRM | Signed term sheet, legal review, PCI-DSS compliance checklist | Executed co-brand agreement, data-sharing addendum, SLA schedules | Contract execution ≤90 days from term sheet; SLA uptime commitment ≥99.5% | N | Y |
Phase 2 2.1 |
Define card tier earn rates and bonus categories | Loyalty Product Manager | Comarch Loyalty Management | Executed partnership agreement, competitive card benchmarking (OAG / Phocuswire reports) | Earn rate table: base miles/$ per spend category, bonus multipliers per tier | Earn rate design approved by actuary within 10 business days; ≥3 spend bonus categories defined | N | N |
| 2.2 | Configure earn rules in loyalty management platform | Loyalty Systems Engineer | Comarch Loyalty Management | Earn rate table, card BIN ranges from bank processor (Visa/Mastercard) | Live earn rule configuration in loyalty platform, BIN-mapped to card product | Rule configuration UAT pass rate ≥98%; zero overpayment defects in regression suite | N | Y |
| 2.3 | Validate earn rules against PSS booking data | Loyalty QA Analyst | Amadeus Altéa PSS | Comarch earn rule config, synthetic test transaction set, Altéa member profiles | Validation report: earn accuracy %, exception count, sign-off for go-live | Miles earn accuracy ≥99.9% in UAT; <5 exception cases per 1,000 test transactions | Y | Y |
| 2.4 | Certify integration with bank card processor | Loyalty Technology Lead | NDC API Gateway | Bank-issued API credentials, PCI-DSS network diagram, certification test plan | Certified integration: bank transaction feed → loyalty platform; go/no-go decision | Certification completed ≤30 days; API response latency ≤200ms p99 | N | Y |
Phase 3 3.1 |
Receive daily transaction file from bank partner | Loyalty Operations Analyst | AWS S3 | Bank-generated SFTP daily transaction file (ISO 8583 or proprietary format) | Ingested transaction file in AWS S3 data lake; ingestion audit log | File receipt by 06:00 local time daily; file completeness ≥99.95% of expected records | N | Y |
| 3.2 | Match cardholder to loyalty programme member | Loyalty Data Engineer | AWS Redshift | Daily transaction file, loyalty member master (Comarch), name/DOB/email match keys | Matched transaction set; unmatched exception queue for manual review | Member match rate ≥99.2%; unmatched queue resolved within 48 hours | Y | Y |
| 3.3 | Calculate miles earned per matched transaction | Loyalty Systems Engineer | Comarch Loyalty Management | Matched transactions, earn rule table, merchant category codes (MCC) | Miles calculation ledger: member ID, transaction ID, miles awarded | Miles calculation accuracy ≥99.99%; batch processing completed within 2 hours of file receipt | N | Y |
| 3.4 | Post miles to member loyalty account | Loyalty Operations Analyst | Comarch Loyalty Management | Miles calculation ledger, member account status (active/suspended/expired) | Posted miles on member account; transaction confirmation email triggered | Miles posting within 24 hours of transaction date; member notification sent ≤1 hour post-post | N | Y |
Phase 4 4.1 |
Execute co-brand card acquisition campaign | Loyalty Marketing Manager | Salesforce Marketing Cloud | Approved campaign brief, member segmentation (Redshift cohorts), bank co-op budget | Live campaign: email, in-app, boarding pass inserts; click/apply tracking UTMs | Campaign conversion rate ≥2.5% of targeted members; cost per new card account ≤$85 | N | N |
| 4.2 | Validate welcome bonus eligibility for new cardholders | Loyalty Operations Analyst | Comarch Loyalty Management | New cardholder activation event from bank, minimum spend threshold rules | Eligibility flag: welcome bonus approved or pending spend threshold | Welcome bonus activation within 5 business days of threshold met; ≤0.1% erroneous bonus grants | Y | Y |
| 4.3 | Activate welcome bonus miles for eligible cardholders | Loyalty Systems Engineer | Comarch Loyalty Management | Eligibility approval flag, welcome bonus amount per card product tier | Welcome bonus miles credited to member account; confirmation notification sent | Welcome bonus credited ≤24 hours of eligibility approval; zero duplicate grants in batch | N | Y |
Phase 5 5.1 |
Reconcile miles sold to bank vs miles posted | Loyalty Finance Analyst | SAP S/4HANA Finance (FI/CO) | Comarch miles posting ledger, bank-reported miles purchase invoice, AWS Redshift audit log | Reconciliation report: matched/unmatched miles, variance %, discrepancy log | Monthly reconciliation variance ≤0.05% of total miles posted; reconciliation completed by day 5 of following month | Y | Y |
| 5.2 | Invoice bank partner for miles purchased | Loyalty Finance Analyst | SAP S/4HANA Finance (FI/CO) | Reconciled miles volume, agreed CPM rate from contract, applicable taxes/fees | AR invoice issued to bank partner in SAP; payment terms triggered (Net 30) | Invoice issued within 3 business days of reconciliation sign-off; DSO ≤35 days | N | Y |
Phase 6 6.1 |
Generate quarterly partnership performance report | Loyalty Analytics Manager | Tableau | AWS Redshift (card spend, miles earned, member acquisition, redemption rates), SAP FI revenue data | QBR deck: card acquisition, active cardholder rate, miles revenue, breakage %, churn | Active cardholder rate ≥65% (spent in last 90 days); miles revenue per active card ≥$180/yr | Y | N |
| 6.2 | Conduct annual contract review and renegotiation | VP Loyalty & Commercial Partnerships | Salesforce CRM | QBR performance history, breakage actuary update, competitive co-brand benchmarks, CPM market data | Renewed or renegotiated contract terms; updated SLA schedules in Salesforce | Contract renewal completed ≥90 days before expiry; CPM improvement ≥3% vs prior term | Y | N |
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