Manager/ Asst Manager - Customer Experience

Primary Responsibilities: Loyalty Program Management

Strategic Program Leadership

• Own management of the retail contractor loyalty program, ensuring alignment with organizational priorities
• Define and refine program objectives, value propositions, and rewards based on contractor needs and business goals
• Develop and execute annual loyalty program roadmaps, including new initiatives, enhancements, and campaigns
• Conduct regular program health assessments and implement corrective actions to optimize performance
  

Enrollment and Engagement

• Design and implement comprehensive enrollment strategies to maximize contractor participation
• Create targeted communication campaigns to drive awareness, adoption, and active engagement
• Develop segmentation strategies to deliver personalized experiences and relevant rewards to different contractor cohorts
• Partner with sales and field teams to identify and onboard eligible contractors
  

Process Excellence and Operations

• Establish and maintain robust operational processes for program administration, including eligibility verification, points accrual, redemption management, and dispute resolution
• Ensure seamless coordination between internal stakeholders (finance, IT, sales, marketing, operations) and external partners (vendors, technology providers)
• Develop standard operating procedures, process documentation, and training materials for program operations
• Monitor program compliance with regulatory requirements and company policies
  

Performance Management and Analytics

• Define, track, and report on key performance indicators (KPIs) including enrollment rates, active participation, redemption patterns, contractor retention, incremental spend, and program ROI
• Conduct data-driven analysis to identify trends, insights, and opportunities for program optimization
• Prepare regular performance dashboards and executive presentations on program health and impact
  

Research and Insights

• Support customer experience research initiatives including surveys, focus groups, and feedback analysis
• Contribute to Voice of Customer (VoC) programs and help translate insights into actionable improvements
  

Communication and Coordination

• Assist in developing customer communication strategies across touchpoints
• Cross functional coordination on customer experience initiatives
• Support the planning and execution of customer engagement events