Loyalty Assurance

3 days ago

Mumbai, India Seven N Half Full time

Basic Information

Role Title: Loyalty Assurance

Function/Sub-Function/Vertical: Marketing

Work Location: Mumbai

Work Experience: 3-6 years.

About the Team:

As part of the team, you will work closely with the data, brand, risk & product team to reconcile brand transactions and highlight the anomalies in terms of the variance between the GMV Sales and Loyalty System.

Work with the Customer Service team and help resolve complaints pertaining to NeuCoins.

Experience and Skillset:

  • Advanced Excel knowledge
  • Ability to use SQL and Power BI
  • Ability to handle large volumes of data and generate insights
  • Ability to thrive in a fast-paced and ambiguous environment
  • Strong written and verbal communication skills

Roles and Responsibilities:

Loyalty Operations

  • Responsible for data processing for customers across company brands in Electronics, Retail, Hotel, Fashion, Grocery, Airline, Pharmacy industry verticals.
  • Monitor loyalty numbers (accruals and redemptions), identify and raise issues on data inconsistencies from partner.
  • Work closely with the data team to create Power BI dashboards and publish a summary of loyalty data to the leadership team.

Campaign Setup & Management

  • Work closely with marketing/ category teams to assess loyalty offer constructs along with product
  • Work with Capillary (CRM) to setup promotions & Coordinate with QA team to test new offers
  • Monitor offer performance during the campaign period

Customer Service

  • Collaborate with CS team to analyze and identify root causes of customer complaints, identifying solutions and ensuring the brand/ development team fixes the issues
  • Publish weekly analysis to the Leadership team on the Social Media complaints.
  • SPOC for providing E2E support, evidence and loyalty operations (accruals and redemptions) to finance, external audit teams and partners during internal and third-party audits

Desired Skills and Experience

  • Educational Qualifications

- Required: Bachelors Degree

  • Professional Certifications: NA

  • Experience: At least 2 years of work experience in CRM operations

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