Deputy Manager - CAT - Loyalty

The Deputy Manager CAT Loyalty is responsible for driving customer engagement, retention, and loyalty initiatives through the Customer Acquisition Team. The role involves managing loyalty program operations, monitoring key performance metrics, enhancing customer experience, and supporting sales and operations teams to maximize retention and repeat business. This position plays a crucial role in developing strategies to improve loyalty program effectiveness and drive business growth.

Key Responsibilities

1. Loyalty Program Management

• Oversee day-to-day operations of loyalty initiatives across assigned channels.
• Design and implement strategies to enhance customer engagement and retention.
• Monitor enrollment, participation, and redemption rates in loyalty programs.
• Ensure timely and accurate execution of loyalty campaigns and offers.

2. Customer Acquisition & Retention Support (CAT)

• Support the Customer Acquisition Team in driving repeat business and engagement among existing customers.
• Identify high-value customers and develop targeted loyalty initiatives to increase retention.
• Collaborate with sales and branch teams to convert loyalty insights into actionable business opportunities.

3. Performance Monitoring & Reporting

• Track KPIs such as customer retention, repeat purchase, loyalty points utilization, and engagement rates.
• Prepare MIS dashboards and reports for management review.
• Analyze trends, identify gaps, and recommend improvement actions for loyalty campaigns.

4. Process Compliance & Quality

• Ensure all loyalty program operations comply with company policies, legal requirements, and regulatory guidelines.
• Conduct audits to maintain accuracy in customer data, rewards, and campaign execution.
• Address operational issues or customer escalations efficiently.

5. Stakeholder Coordination

• Work closely with sales, operations, marketing, and analytics teams to ensure alignment of loyalty initiatives with business goals.
• Support field teams by providing insights, updates, and guidance on loyalty program benefits and processes.
• Participate in strategy and business review meetings with senior management.

6. Training & Enablement

• Support training of CAT and field teams on loyalty program features, processes, and engagement strategies.
• Assist in coaching teams to optimize customer interactions that improve loyalty and retention.

Qualifications & Experience

• Bachelors degree in Business, Marketing, Finance, or a related field.
• Experience in loyalty management, retention campaigns, or customer engagement is preferred.
• Familiarity with CRM tools, MIS reporting, and customer data analytics.