Loyalty Program Manager

4 weeks ago

India IMAST Full time
Job Description – Loyalty Program Manager

Location: Indore

Department: Loyalty Program Management

Employment Type: Full-time (Work from Office)

Experience: 4–8 Years in Loyalty / CRM / SaaS / Program Management

About IMAST

IMAST Operations Pvt. Ltd. is India’s leading Loyalty & Rewards Program Management and SaaS Solution provider for Supply Chain. With a 95% client retention rate and 100+ clients across industries, we deliver end-to-end loyalty, CRM, and SaaS-based sales solutions.

Role Overview

As a  Loyalty Program Manager , you will be responsible for the end-to-end management of client loyalty programs. The role involves overseeing program execution, ensuring client satisfaction, managing cross-functional coordination with technology and rewards teams, and driving program success through analytics, reporting, and continuous improvement.

Key Responsibilities Program Management
  • Lead the execution of loyalty programs (B2B & B2C) for assigned clients.
  • Ensure timely onboarding of members, partner integrations, and smooth program operations.
  • Develop program timelines, budgets, and delivery schedules with internal and client stakeholders.
Client Relationship & Escalation Handling
  • Act as the primary point of contact for clients.
  • Handle escalations, resolve issues within defined SLAs, and ensure smooth communication.
  • Build strong client relationships, ensuring satisfaction and long-term retention.
Technology & Process Coordination
  • Work closely with IT/Tech team for mobile app, web portal, and CRM functionality updates.
  • Raise, track, and close program tickets (bugs, enhancements, new reports).
  • Manage program SOPs, workflows, and ensure process compliance.
Rewards & Redemption
  • Coordinate with the rewards team for catalog management, vendor tie-ups, and logistics.
  • Monitor redemptions across cash, vouchers, and physical rewards, ensuring timely fulfillment.
  • Manage budgets for rewards, redemptions, and promotions.
Analytics & Reporting
  • Generate and analyze loyalty dashboards and reports.
  • Track KPIs such as member engagement, redemption %, ROI, and client business impact.
  • Present insights and recommendations to clients and management.
Campaigns & Promotions
  • Drive promotional campaigns, digital activations, and seasonal offers.
  • Manage communication campaigns (SMS, WhatsApp, Email, App Notifications).
  • Work with marketing teams for creatives, influencer activities, and digital ads.
Required Skills & Competencies
  • Strong understanding of Loyalty Programs, Rewards Management, and CRM.
  • Hands-on experience in program/project management with SaaS/IT exposure.
  • Excellent client communication and stakeholder management skills.
  • Analytical mindset with ability to work on data dashboards and KPIs.
  • Proficiency in MS Excel, PowerPoint, and project reporting.
  • Problem-solving attitude with ability to manage escalations and tight deadlines.
  • Team player with ability to work cross-functionally (Tech, Rewards, Finance, HR).
Qualifications
  • Bachelor’s Degree (MBA / B.Tech / BBA preferred).
  • 4–8 years of experience in Loyalty Program Management, CRM, SaaS Projects, or Client Success roles.
Growth Opportunities
  • Fast-track career growth with India’s leading Loyalty & SaaS provider.
  • Opportunity to manage marquee clients across industries.
  • Exposure to large-scale B2B & B2C program implementations.
  • Scope to move into Senior Program Manager / Vertical Head roles based on performance.
Compensation
  • Competitive salary package (based on experience & capability).
  • Incentives linked to program performance & client retention.

Resumes can be sent to 

or shared via WhatsApp at  .

For more details, visit: 

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