Job Title

About Tata CLiQ: Tata CLiQ is India's leading e-commerce platform, known for offering a wide range of fashion, electronics, and lifestyle products. We are committed to providing our customers with a seamless shopping experience, ensuring satisfaction through innovative solutions and exceptional service.Role Overview: We are seeking a highly motivated and experienced Manager for our Customer Retention & Loyalty team. The ideal candidate will have a strong background in managing loyalty programs, with hands-on experience in analytical tools and data modeling. Preference will be given to candidates with experience in the e-commerce fashion domain.Key Responsibilities: Develop and execute customer retention strategies to increase customer loyalty and lifetime value.Manage and optimize loyalty programs, ensuring they align with business objectives and customer needs.Define, track, and achieve KPIs including customer frequency, AOV, revenue contribution, engagement, and retention across different cohorts.Drive automation of the loyalty program, ensuring operational efficiency and scalability.Conduct periodic audits of the loyalty program, including communications, earning and burning mechanisms, and overall functionality.Make the loyalty program self-sustaining by building monetization opportunities that generate revenue to fund loyalty rewards and benefits.Design and manage customer journeys across the platform, enhancing the loyalty experience at each touchpoint.Build and oversee end-to-end communication flows tailored to customer segments and lifecycle stages.Collaborate with internal stakeholders (marketing, product, tech, finance) and external partners to develop and execute special loyalty campaigns and initiatives.Introduce new loyalty services and member benefits aligned with evolving customer expectations.Ensure seamless operational processes for program execution, benefit redemption, customer support, and partner coordination.Analyze customer data to identify trends, behaviors, and opportunities for improving retention and loyalty.Utilize analytical tools and data modeling techniques to measure program effectiveness and optimize performance.Conduct market research to stay updated on industry trends and best practices in customer retention and loyalty.Prepare and present reports on retention performance, insights, and recommendations to senior management.Qualifications: Bachelor’s degree in Marketing, Business Administration, or a related field. Master’s degree is a plus.8 years+ of experience in customer retention and loyalty management, preferably in the e-commerce fashion domain.Proven track record of managing successful loyalty programs.Strong analytical skills with hands-on experience in tools like SQL, Excel, and Tableau.Excellent communication and interpersonal skills.Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously.Strong problem-solving skills and attention to detail.Why Join Us: Be part of a dynamic and innovative team at one of India’s top e-commerce platforms.Opportunity to work on cutting-edge projects and make a significant impact on the business.Competitive salary and benefits package.A collaborative and inclusive work environment that values diversity.