Loyalty Manager

Job Title: Loyalty Manager,

Job Purpose

To 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 initiatives

Major 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 experience

Skills & Qualifications

Education: B.Tech/MBA

Experience: 26 years in CRM, loyalty, and customer experience roles, preferably in the retail sector

Technical 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 awareness

Behavioral Competencies

- Customer Obsession

- Analytical Thinking

- Stakeholder Management

- Innovation & Agility

- Accountability & Ownership

- Communication & Negotiation Skills