Manager - Royalty and Engagement

This role is for one of the Weekday's clients

Salary range: Rs 600000 - Rs 900000 (ie INR 6-9 LPA)

Manager - Royalty and Engagement

Requirements

Key Responsibilities

• Retention Strategy & Execution
• Develop and implement customer retention strategies to increase lifetime value and reduce churn.
• Collaborate with cross-functional teams (product, marketing, analytics, customer service) to align retention efforts across the customer lifecycle.
• Leverage customer segmentation to personalize engagement initiatives and reactivation campaigns.
• Loyalty Program Management
• Oversee the design, management, and optimization of loyalty and royalty programs that drive repeat behavior.
• Monitor program performance, regularly evaluating effectiveness and making data-informed adjustments.
• Explore partnerships and campaigns that enhance the value proposition of the loyalty program.
• Customer Engagement & Communication
• Develop targeted, personalized customer journeys through CRM, email, in-app messaging, and SMS.
• Identify key customer touchpoints and design interventions to drive satisfaction and engagement.
• Work closely with the creative and content teams to ensure messaging is aligned with brand tone and objectives.
• Analytics & Reporting
• Track key performance metrics such as retention rate, churn rate, repeat purchase behavior, NPS, and program ROI.
• Analyze customer behavior to identify patterns, pain points, and opportunities for deeper engagement.
• Present regular insights and recommendations to leadership to inform strategic direction.
• Voice of the Customer
• Act as the internal advocate for existing customers, driving improvements in user experience and overall satisfaction.
• Gather and synthesize feedback from surveys, reviews, and support channels to identify areas for enhancement.

Requirements

• 3-5 years of experience in customer retention, CRM, loyalty program management, or customer engagement roles.
• Strong understanding of customer lifecycle management and segmentation strategies.
• Experience using marketing automation tools and CRM platforms (e.g., Salesforce, HubSpot, MoEngage, WebEngage).
• Analytical mindset with proficiency in Excel, Google Analytics, and basic SQL or dashboard tools (e.g., Power BI, Tableau).
• Excellent communication skills with a strong customer-first mindset.
• Ability to manage multiple projects, prioritize effectively, and work cross-functionally in a fast-paced environment.
  

Preferred Qualifications

• Prior experience in D2C, e-commerce, retail, hospitality, or subscription-based business models.
• Exposure to A/B testing and cohort analysis.
• Passion for delivering memorable customer experiences and building brand loyalty