Loyalty Program Manager

About the Role

The Manager / Sr Manager – Loyalty will be responsible for executing loyalty campaigns, managing stakeholder relationships, and leveraging analytics to enhance customer engagement.

Responsibilities

• Campaign Management & CRM Execution:

• Drive repeat sales and member retention through First Citizen Club loyalty initiatives.
• Segment customer cohorts using shopping behavior and analytics to run targeted, high-impact campaigns.
• Own end-to-end execution of loyalty campaigns – briefing, creative coordination, deployment, and performance tracking.
• Collaborate with creative and CRM agencies to deliver campaigns across WhatsApp, RCS, and other modern platforms.
• Create and analyze campaign reports, MIS, and dashboards to identify areas of improvement and optimize effectiveness.

• Stakeholder Management & Program Monetization:

• Act as a program evangelist across the organization, promoting the value and impact of First Citizen to internal teams and external partners.
• Collaborate closely with cross-functional stakeholders—merchandising, store operations, marketing, digital, and customer service—to ensure consistent program delivery and advocacy.
• Identify monetization opportunities within the loyalty ecosystem (e.g., co-branded offers, data-driven partnerships) to generate incremental value for the business.

• Analytics, Technology & Projects:

• Work with the Analytics team to analyze customer behavior and define actionable insights.
• Project-manage loyalty platform upgrades, feature rollouts, and integration tasks in partnership with tech teams.

• Reporting & Communication:

• Develop dashboards and reports using Excel for key CRM KPIs.
• Build engaging PowerPoint presentations summarizing loyalty performance, campaign results, and recommendations.
• Support internal communication and documentation with strong written and verbal English skills.

Qualifications

• MBA in Marketing or related discipline.
• 7-8 years of relevant experience in Loyalty Marketing, CRM, or Customer Engagement.
• Prior exposure to Retail, Travel, Banking, E-commerce, or similar loyalty-driven industries.
• Mandatory: Hands-on experience managing CRM or Loyalty programs.

Required Skills

• Proficient in Excel, PowerPoint, and campaign management tools.
• Strong analytical mindset with creative thinking.
• Comfortable working independently in a fast-paced environment.
• Self-starter with a bias for action and continuous learning.