Loyalty Program Manager

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About IMAST

IMAST Operations Pvt. Ltd. is India’s leading Loyalty & Rewards Program Management and SaaS Solution provider for Supply Chain. With a 95% client retention rate and 100+ clients across industries, we deliver end-to-end loyalty, CRM, and SaaS-based sales solutions.

Role Overview

Loyalty Program Manager

Key Responsibilities

Program Management

• Lead the execution of loyalty programs (B2B & B2C) for assigned clients.
• Ensure timely onboarding of members, partner integrations, and smooth program operations.
• Develop program timelines, budgets, and delivery schedules with internal and client stakeholders.

Client Relationship & Escalation Handling

• Act as the primary point of contact for clients.
• Handle escalations, resolve issues within defined SLAs, and ensure smooth communication.
• Build strong client relationships, ensuring satisfaction and long-term retention.

Technology & Process Coordination

• Work closely with IT/Tech team for mobile app, web portal, and CRM functionality updates.
• Raise, track, and close program tickets (bugs, enhancements, new reports).
• Manage program SOPs, workflows, and ensure process compliance.

Rewards & Redemption

• Coordinate with the rewards team for catalog management, vendor tie-ups, and logistics.
• Monitor redemptions across cash, vouchers, and physical rewards, ensuring timely fulfillment.
• Manage budgets for rewards, redemptions, and promotions.

Analytics & Reporting

• Generate and analyze loyalty dashboards and reports.
• Track KPIs such as member engagement, redemption %, ROI, and client business impact.
• Present insights and recommendations to clients and management.

Campaigns & Promotions

• Drive promotional campaigns, digital activations, and seasonal offers.
• Manage communication campaigns (SMS, WhatsApp, Email, App Notifications).
• Work with marketing teams for creatives, influencer activities, and digital ads.

Required Skills & Competencies

• Strong understanding of Loyalty Programs, Rewards Management, and CRM.
• Hands-on experience in program/project management with SaaS/IT exposure.
• Excellent client communication and stakeholder management skills.
• Analytical mindset with ability to work on data dashboards and KPIs.
• Proficiency in MS Excel, PowerPoint, and project reporting.
• Problem-solving attitude with ability to manage escalations and tight deadlines.
• Team player with ability to work cross-functionally (Tech, Rewards, Finance, HR).

Qualifications

• Bachelor’s Degree (MBA / B.Tech / BBA preferred).
• 4–8 years of experience in Loyalty Program Management, CRM, SaaS Projects, or Client Success roles.

Growth Opportunities

• Fast-track career growth with India’s leading Loyalty & SaaS provider.
• Opportunity to manage marquee clients across industries.
• Exposure to large-scale B2B & B2C program implementations.
• Scope to move into Senior Program Manager / Vertical Head roles based on performance.

Compensation

• Competitive salary package (based on experience & capability).
• Incentives linked to program performance & client retention.

care@imast.in

9755755309

For more details, visit: www.imast.in