Job Title: Loyalty Manager,Job PurposeTo strategize, implement, and optimize the loyalty program aimed at increasing customer retention, enhancing engagement, and maximizing customer lifetime value. The role involves cross-functional collaboration to deliver meaningful rewards, drive repeat sales, and build long-term customer relationships.Key Responsibilities- Design and evolve loyalty program frameworks across sales, service, insurance, and repurchase touchpoints- Map customer journeys and pitch relevant offers to drive retention and upsell/cross-sell opportunities- Collaborate with internal teams and external partners for seamless program execution and system integration- Plan and execute targeted campaigns using digital channels; optimize through A/B testing and analytics- Monitor KPIs such as program adoption, customer segmentation, and ROI alignment with business goals- Identify and onboard reward and redemption partners; ensure SLA compliance and customer satisfaction- Ensure adherence to DPDP privacy guidelines and implement fraud prevention mechanisms- Manage loyalty platform operations, financial reconciliation, and automation initiativesMajor Challenges- Keeping pace with evolving loyalty technologies and benchmarking best practices- Deep understanding of customer lifecycle and engagement strategies- Navigating privacy regulations and ensuring data security- Measuring and optimizing program ROI and customer experienceSkills & QualificationsEducation: B.Tech/MBAExperience: 2–6 years in CRM, loyalty, and customer experience roles, preferably in the retail sectorTechnical Skills:- Loyalty platform expertise (e.g., MoEngage, Salesforce Marketing Cloud)- Data analytics, segmentation, and visualization tools- Campaign reporting and ROI tracking- Microsoft Excel and PowerPoint proficiency- Compliance and security awarenessBehavioral Competencies- Customer Obsession- Analytical Thinking- Stakeholder Management- Innovation & Agility- Accountability & Ownership- Communication & Negotiation Skills
