Senior Engagement Manager

3 weeks ago


bangalore, India Capillary Technologies Full time
Capillary Technologies is looking for a Engagement Manager to shape the future of loyalty programs. As a Engagement Manager, you'll drive business growth for prominent Travel & Hospitality, CPG, Retail and FMCG brands on Capillary's Loyalty Platform. Your role will be pivotal in enhancing customer NPS through strategic insights and operational excellence. You'll lead the creation and execution of strategic program plans, collaborating with brands to develop innovative loyalty programs, promotions, and engagement strategies.
The ideal candidate excels in client management, working closely with the brand's business heads to identify and prioritize inputs for value and growth. Handling multiple tasks in a dynamic environment, they'll contribute to continuous improvement initiatives. Ownership of the P&L, adaptability, and the ability to navigate complexity are key. If you're agile, creative, and dedicated to enhancing loyalty experiences, this opportunity could be perfect for you.
Responsibilities
Identify, action and/or provide advice on how to improve business input metrics such as NPS that drive growth and improve end customer experience.
Project Management : Initiate and prioritize key projects, track business development and drive them to closure.
Drive Adoption : Work with internal and brand stakeholders to drive key product adoption in markets.
Custodian of Contractual KPIs for overall program : Keep track of all the contractual KPIs (Ops, Business, Platform).
Conflict Resolution :Engage cross functionally (with Product and Tech) to bring in enhancements that are show stoppers.
Engage customer stakeholders : Cadences ad Reviews and help drive charters at program level.
Key Traits
Previous Account Management / EM experience 4+ years of work experience
Has worked in a cross functional environment especially engaged with Tech / Product
Strong in Business Analytics
Ability to put together a strong plan and drive it to execution .
Can make sense of ambiguous business problems and map it to offerings at Capillary.
Help identify opportunities of upsell/ cross sell (eyes and ears across touch points)
Someone with lots of patience and willing to learn from everyday
Founded in 2012, Capillary Technologies has a presence across the United States, India, the Middle East, and Asia, in particular, South East Asia. Capillary is an end-to-end customer loyalty platform that offers a comprehensive view of consumers, and unified, cross-channel strategies that deliver a real-time omnichannel, personalized, and consistent experience for customers. Powering 100+ loyalty programs, across 30+ countries, Capillary works with 250+ brands including the likes of Tata, PUMA, Shell, Al-Futtaim, Petron, Domino’s, Kanmo Group, and Marks & Spencer. With a massive reach of 1Bn+ consumers and processing 5Bn+ annual transactions, the company has the backing of Warburg Pincus, Sequoia Capital, Avataar Ventures, and Filter Capital.
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