How long does this certification take?

The programme takes 11 Weeks and can be completed self-paced or with live virtual sessions.

Is this certification globally recognised?

Yes. GLI certifications carry CPD credits and are internationally recognised.

What level is this certification?

This is a Advanced Level certification.

Email info@certifications.ac, WhatsApp +254 722 223 084, or fill in the enrolment form on this page.

What is included in the fee?

All study materials, study guide, examination, digital certificate and badge. Live option adds tutor sessions and priority support.

Certified Customer Loyalty and Retention Programme Expert (CLO...

Executive Summary

Certified Customer Loyalty and Retention Programme Expert

Designed for today’s high-impact professionals, the Certified Customer Loyalty and Retention Programme Expert (CLOY2) delivers a rigorous Advanced-level curriculum that equips participants with the knowledge, tools and frameworks needed to excel in project planning, delivery and programme management.

This 11 Weeks programme is structured around PMI/PMBOK, PRINCE2 and recognised project-management standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CLOY2 holders are recognised by leading organisations across Africa, the Gulf, Europe and the Americas as qualified, results-driven professionals. Whether you are advancing your current career or transitioning into new responsibilities, this certification provides the competitive edge you need in 2026 and beyond.

Programme Overview

Certification at a Glance

Certification

Certified Customer Loyalty and Retention Programme Expert

Acronym

CLOY2

Who Should Enrol?

Project Coordinators and Officers
Project and Programme Managers
PMO and Portfolio Professionals
Team and Delivery Leads

Programme Inclusions

Everything Included in Your Enrolment

All study materials and study guide
Access to GLI online learning portal
Online examination and assessment
Digital certificate and digital badge
Physical certificate (shipped to you)
CPD credits for professional bodies
GLI alumni network membership
Facilitator and tutor support
Resource downloads and reference library
Automatic enrolment confirmation

Certification Benefits

Why This Certification Matters for Your Career

Career Advancement

Accelerate your career towards senior project, programme and PMO leadership roles

Professional Recognition

Credential aligned with PMI/PMBOK, PRINCE2 and recognised project-management standards

Leadership Capability

Develop the strategic and operational skills to lead complex project planning functions

Organisational Impact

Design and implement project planning systems that drive performance and measurable results

Compliance Readiness

Master the standards, compliance and ethical governance central to project planning

Global Employability

Qualify for project planning roles across corporates, NGOs, construction, IT and development organisations worldwide

Competency Framework

Core Competencies You Will Develop

✦Customer Loyalty Programme Architecture

✦Customer Lifecycle Programme Design

✦Churn Reduction Programme Design

✦Customer Engagement Journeys

✦Retention Intervention Design

✦Loyalty Technology Integration

Course Curriculum

Programme Modules

The full programme, module by module.

Core CurriculumModules 1–20 · specific to Certified Customer Loyalty and Retention Programme Expert · module 20 is the capstone

1

Customer Loyalty Programme Architecture

Retention, loyalty and the economics of keeping customers · Project management principles and lifecycle · Projects, programmes and portfolios

2

Retention Strategy Design

Client relationships, accounts and retention · Investment appraisal under uncertainty · Managerial decision-making, bias and decision rights

3

Customer Loyalty Economics

Retention, loyalty and the economics of keeping customers · Managing interdependencies · Capacity and resource optimisation

4

Customer Lifecycle Programme Design

Leadership development: designing programmes that transfer · Measuring programme success · Project governance frameworks

5

Loyalty Segmentation

Marketing strategy: segmentation, targeting and positioning · Stakeholder and sponsor management · Reporting to boards and executives

6

Retention Risk Identification

Enterprise risk: appetite, registers and what makes controls real · Change control and configuration · Decision rights and accountability

7

Churn Reduction Programme Design

Theory of change: the causal argument behind a programme · Cost-benefit and investment appraisal · Project budgeting and financial control

8

Loyalty Value Proposition Development

Product, pricing and value propositions · Innovation in learning technology · The agricultural sector: systems, actors and global food value chains

9

Rewards Programme Architecture

Reward: pay structures, equity and what money actually does · Supervision, ethics and the coach’s own development · Ethics, supervision and reflective practice

10

Customer Engagement Journeys

Customer effort, journeys and designing the experience · Coaching supervision models and reflective frameworks · Business continuity and operational resilience

11

Loyalty Communication Programmes

Retention, loyalty and the economics of keeping customers · Capacity and performance management · The customer experience (CX) discipline

12

Customer Advocacy Programmes

Voice of the customer: listening programmes that change something · Customer service and experience principles · Customer expectations and satisfaction

13

Retention Intervention Design

Retention, loyalty and the economics of keeping customers · Compliance frameworks and programmes · Building a compliance programme that can be tested

14

Loyalty Programme Measurement

Marketing measurement, analytics and return · Team diversity and inclusion · Creating a coaching culture

15

Customer Lifetime Value Management

Defining the problem: charter, scope and customer value · Regulatory duty and accountability · Regulatory reporting and audits

16

Loyalty Technology Integration

Systems architecture: components, integration and coupling · Cross-cultural communication · Brand, reputation and communications

17

Programme Experimentation

The gender audit: examining an institution rather than a programme · Vendor selection and management · Payables, procurement controls and supplier fraud

18

Loyalty Programme Governance

IT governance, compliance and data protection obligations · Sustainability standards (GRI, ISSB) · ESG, sustainability reporting and corporate responsibility

19

Retention Programme Optimisation

Retention, loyalty and the economics of keeping customers · Presentation and public speaking · Public, private and non-profit governance

20

Customer Loyalty Capstone

Retention, loyalty and the economics of keeping customers · Data, records and confidentiality tech · Lessons learned and knowledge management

Professional ElectivesModules 21–30 · common to all GLI certifications · broaden your professional range

21

Strategic Communication and Executive Presentation

Audience-centred communication and message structure · Presentation design: architecture, visuals and data · Public speaking: rhetoric, delivery and managing anxiety

22

Leadership and Team Effectiveness

Leadership and management: two jobs, one role · Building teams: roles, norms and re-forming after change · Delegation levels and the authority-accountability match

23

Analytical Thinking and Evidence-Based Reasoning

Structuring information: patterns, comparison and synthesis · Evidence, sources and the correlation trap · Reasoning with data: statistics, metrics and misleading figures

24

Professional Decision-Making

Decision quality: criteria, alternatives and trade-offs · Decision frameworks: criteria, weighting and trade-offs · Decision governance: authority, documentation and review

25

Negotiation, Influence and Stakeholder Management

Negotiation: preparation, interests and value creation · Influence and persuasion: credibility, framing and ethics · Deadlock, difficult counterparts and negotiation ethics

26

Project and Execution Management

Project start-up: mobilisation in the first ninety days · Change adoption: making a strategy stick in practice · Planning, scheduling and personal workflow systems

27

Financial Literacy for Professionals

Reading the numbers: what financial statements tell a manager · Budgets, costs and the money conversation · Strategic finance: cash, capital structure and value creation

28

Digital Skills, AI and Technology for Professionals

Working with AI tools professionally · Working with data: quality, interpretation and honest presentation · Everyday security: information, devices and social engineering

29

Ethics, Governance and Professional Accountability

Values, ethical judgement and tolerated behaviour · Governance and accountability for the professional · Accountability, initiative and professional reputation

30

Personal Effectiveness, Productivity and Career Growth

Priority: outcomes, importance and the urgency trap · Attention, focus and the cost of interruption · Career development, adaptability and personal reinvention

Every module opens in the learning portal with its full lesson set, worked examples, further reading and video masterclasses. 30 modules · 150 lessons.

Learning Outcomes

What You Will Achieve

Retention Strategy Design — applied to your own work
Customer Loyalty Economics — applied to your own work
Customer Lifecycle Programme Design — applied to your own work
Loyalty Segmentation — applied to your own work
Retention Risk Identification — applied to your own work
Churn Reduction Programme Design — applied to your own work

Enrolment Process

How to Get Certified

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Step 1: Choose Your Certification

You are viewing Certified Customer Loyalty and Retention Programme Expert — one of GLI's 1,990+ globally recognised professional certifications.

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Step 2: Enrol & Pay Online — Instantly

Click Enrol & Study Online to register and pay securely via Paystack, Visa, Mastercard, M-Pesa or bank transfer. Access is granted the moment payment is confirmed.

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Step 3: Study in the GLI Learning Portal

Work through 30 structured modules and 150 lessons at your own pace, with downloadable resources and expert-designed content — all inside the LMS.

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Step 4: Pass, Get Certified & Verified

Sit your final examination online, earn your certificate instantly, and receive a globally verifiable Certificate ID — plus GLI Alumni Network access.

🎓 Enrol & Study Online — Instant Access

Secure checkout · Instant LMS access · Globally verifiable certificate

Frequently Asked Questions

Common Questions

What is the CLOY2 certification?

The Certified Customer Loyalty and Retention Programme Expert is a professional certification awarded by the Global Leadership Institute. It covers 20 core modules specific to Customer Loyalty and Retention Programme Expert, culminating in the capstone “Customer Loyalty Capstone”, plus 10 professional elective modules common to all GLI certifications. Candidates study through the online portal, submit the capstone project and sit a final examination; those who pass receive a verifiable certificate carrying a unique certificate ID.

Who should enrol in the CLOY2?

This certification is ideal for Project Coordinators and Officers, Project and Programme Managers, PMO and Portfolio Professionals and Team and Delivery Leads, and other professionals seeking to formalise their expertise in project planning, delivery and programme management with a globally recognised credential.

How long does the CLOY2 certification take to complete?

The programme is structured over 11 Weeks and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CLOY2 internationally recognised?

Yes. GLI certifications are recognised across 100+ countries and are aligned with PMI/PMBOK, PRINCE2 and recognised project-management standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

What is the cost of the CLOY2 certification?

The Certified Customer Loyalty and Retention Programme Expert is offered in two formats: Self-Paced at USD 399 and Live Virtual at USD 599. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CLOY2 certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CLOY2?

The Certified Customer Loyalty and Retention Programme Expert is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CLOY2?

The Certified Customer Loyalty and Retention Programme Expert carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CLOY2 while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CLOY2?

Graduates progress towards senior project, programme and PMO leadership roles. The CLOY2 strengthens your expertise in project planning, delivery and programme management and positions you for advancement across corporates, NGOs, construction, IT and development organisations.

Graduate Voices

What Our Alumni Say

“

The curriculum was directly applicable to my daily work. I immediately applied what I learned and saw results within weeks of completing the programme.

Programme Director

Private Sector

“

GLI's certification is the most practical professional programme I have attended. The international frameworks gave me credibility with my employer and clients.

Project Manager

NGO Sector

“

I earned my CLOY2 while working full-time. The self-paced format made it possible, and the quality of the content is genuinely world-class.

PMO Lead

Government

Certified Customer Loyalty and Retention Programme Expert

Certified Customer Loyalty and Retention Programme Expert

Certification at a Glance

Who Should Enrol?

Everything Included in Your Enrolment

Why This Certification Matters for Your Career

Core Competencies You Will Develop

Programme Modules

What You Will Achieve

How to Get Certified

Common Questions

What Our Alumni Say

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