Job Title: Loyalty Program Manager Location: Rajkot Department: Sales & Marketing Reports To: Director Job Overview: We are seeking a motivated and results-driven Loyalty Program Manager to design, implement, and optimize our customer loyalty programs. The ideal candidate will play a pivotal role in driving customer retention, engagement, and brand advocacy through strategic program management. You will work closely with cross-functional teams, including marketing, data analytics, customer service, and product development, to enhance the overall customer experience and deliver measurable business outcomes. Key Responsibilities: ●Program Strategy & Development: oLead the development, execution, and continuous optimization of the customer loyalty program to drive retention, customer lifetime value, and brand loyalty. oCreate targeted campaigns and offers to engage loyal customers and encourage repeat purchases. oConduct market research to stay ahead of industry trends and customer preferences to shape the loyalty program. ●Customer Insights & Data Analysis: oAnalyze customer data and feedback to measure the effectiveness of the loyalty program. oWork with data teams to generate insights on customer behavior, segmentation, and program performance. oRegularly report on KPIs such as program adoption rates, customer retention, revenue growth, and ROI. ●Cross-Functional Collaboration: oPartner with marketing, product, and customer service teams to ensure seamless integration of the loyalty program across all customer touchpoints. oDevelop and manage communication plans to promote the program internally and externally, including digital channels, email marketing, and social media. ●Program Optimization & Innovation: oContinuously evaluate and enhance the program based on customer feedback, competitor offerings, and performance data. oExperiment with new rewards, tiers, or experiences that resonate with customers and increase participation. oMonitor and address program challenges and implement improvements to ensure customer satisfaction. ●Influencers Engagement & Retention: oWork on enhancing customer engagement strategies through personalized offers, rewards, and exclusive content. oProactively identify opportunities for cross-sell and upsell within the loyalty program to maximize the value for both the customer and the business. ●Budget Management & Reporting: oManage the loyalty program budget effectively, ensuring cost-efficient implementation and execution. oProvide detailed reports and insights on program performance, and recommend adjustments for continuous improvement. ●Vendor Management oSourcing and managing vendors for loyalty program gifts and rewards, ensuring timely and accurate delivery of products. oOverseeing the procurement process to maintain high standards of quality and reliability in vendor partnerships. ●Loyalty Program Launch oSpearheading the launch and execution of a comprehensive loyalty program across India, including organizing large-scale influencer events. oCollaborating with the sales team to track and optimize the onboarding process of influencers, ensuring program growth and success. ●BTL Team Management oLeading and overseeing the BTL (Below The Line) team to ensure the seamless implementation of the loyalty program across multiple touchpoints. oProviding guidance and support to ensure all program activities are executed in line with strategic objectives. ●Event Management oSourcing and managing third-party event management companies for influencer engagements and brand activation events. oEnsuring that events are executed flawlessly, within budget, and align with program goals, fostering strong relationships with influencers. Candidates should be okay with 15 days of travelling if needed. Qualifications: ●Education: oBachelor's degree in Marketing, Business, or a related field. MBA or similar advanced degree preferred. ●Experience: o3+ years of experience in managing customer loyalty programs, customer engagement, or related marketing functions. oProven track record in driving customer retention strategies and using data analytics to optimize loyalty initiatives. oStrong understanding of CRM, loyalty program platforms, and digital marketing tools. ●Skills & Competencies: oExcellent project management and organizational skills, with the ability to manage multiple initiatives simultaneously. oStrong analytical skills and proficiency with data analytics tools (e.g., Google Analytics, Excel, Tableau). oCreative thinker with a customer-first mindset and a passion for building brand loyalty. oExceptional communication and collaboration skills, with the ability to work across departments and with external partners. oKnowledge of customer segmentation, retention strategies, and reward structures. Key Performance Indicators (KPIs): ●Growth in program membership and engagement ●Customer retention and lifetime value ●Redemption rate of loyalty rewards ●ROI of loyalty program campaigns and initiatives ●Program adoption and satisfaction metrics As a Loyalty Program Manager, you will be at the forefront of shaping how we engage and retain our customers, ultimately driving the growth and success of our brand. If you're a passionate, data-driven marketer with a desire to innovate and create impactful loyalty programs, we would love to hear from you!
Job Title
Loyalty program and BTL manager