Manager Loyalty Operations

Bangalore, Karnataka
Permanent
Full-time

1 month ago

About Lowe’sLowe’s is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2024 sales of more than $83 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com.Lowe’s India, the Global Capability Center of Lowe’s Companies Inc., is a hub for driving our technology, business, analytics, and shared services strategy. Based in Bengaluru with over 4,500 associates, it powers innovations across omnichannel retail, AI/ML, enterprise architecture, supply chain, and customer experience. From supporting and launching homegrown solutions to fostering innovation through its Catalyze platform, Lowe’s India plays a pivotal role in transforming home improvement retail while upholding strong commitment to social impact and sustainability. For more information, visitAbout Team:The Lowe’s Loyalty marketing operations team is responsible for activating all the marketing strategies designed for member engagement. They configure & test all online and instore promotions to drive up customer engagement and retention.Job Summary:As the Manager Loyalty Operations, you will work closely with the Loyalty Program & Operations Management team in the US to drive engagement on Lowes Loyalty Program for both HomeOwners as well as Pro Members.Cross-functional partnership required to lead a team of Operations analysts and execute Coupons, Offers and Loyalty Point Booster campaigns. This position will be responsible to drive frequency and retention among existingloyalty members.As the primary point of contact for loyalty program operations in Bangalore, you will serve as the key liaison between local and global teams, ensuring alignment with overall program strategy and objectives. They will be responsible for developing and implementing operational plans to support theexecution of the loyalty program strategy, including end-to-end program operations, promotions, and member services.Someone who in past has demonstrated experience leading end-to-end business and/or loyalty operations in collaboration with Loyalty Operations Management, Marketing, Data Analytics, Finance, and/or Technology teams is required.Roles & Responsibilities:Core Responsibilities:Optimize Marketing Processes: Streamline and enhance marketing workflows to improve efficiency and effectiveness.Manage Marketing Technologies: Oversee the implementation and management of marketing automation tools, CRM systems, and other marketing technologies.Campaign Execution: Plan and execute marketing campaigns, including email, social media, and in-app messaging.Reporting: Design, build, and maintain reports on marketing performance and Loyalty activity driver.Cross-Functional Collaboration: Work closely with product marketing, communications, and other departments to align marketing strategies.Technology Evaluation: Identify and evaluate new marketing technologies to enhance customer experience and marketing efficiency. Manage a team of Operations Analysts to operationalize Loyalty program strategiesPartner closely with global Loyalty Program Managers, Brand Marketing, Technology andData Analytics to effectively execute and support program strategyManage and track loyalty program points and promotions budget, ensuring compliance with financial policies and proceduresConduct regular program performance reviews, identify areas for improvement, and develop and implement action plans to address gapsSupport execution of Loyalty strategy, ensuring that projects and backend processes help drive program results and efficient operationsManage end-to-end operations processes, from prioritizing member-related queries to maintaining program SLAs with internal and external stakeholdersOversee the implementation of operational product developments and enhancements and ensure quality check and excellence is maintainedBuild trust and strong working relationships with all partners to enable smooth cross- functional collaboration.Years of Experience:6-8 Years of experience in data driven marketing function.3+ years of Marketing Operations experience (promo setups and QC)2 years of experience as Team Leader or Team LeadRequired Minimum Qualifications:

Graduate or post graduate degree in Business Management, Marketing or Communications, Marketing, Digital, E-Commerce
Have delivered at least one Big Project or Built team with E2E ownership of certain body of work.

Skill Set RequiredPrimary Skills

Advance level understanding of Programmatic and Personalized promo strategies.

Ability to understand “Why” behind marketing strategiesFamiliarity with data visualization tools (e.g. Tableau)Experience with A/B testing and experimentation methodologiesGood Business understanding of loyalty program mechanics, ability to digest engagement strategies.Ability to prioritize tasks with strategic alignment on goalsExpertise in marketing automation tools (e.g., Marketo, Eloqua), CRM systems (e.g., Salesforce), and analytics tools.Secondary Skills (desired – not must)

Experience with loyalty programs or customer engagement campaigns

Advanced degree in marketing, analytics, or related field

Ability to build a self-motivated and high performing team – by means of empowerment, collaboration and innovation.Lowe's is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.

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