Loyalty Program Manager

1 week ago


Noida, Uttar Pradesh, India STORY Experiences Pvt. Ltd. Full time
Job Title: Loyalty Program Manager

Location: Noida

Department: Marketing / Customer Experience / Channel Engagement

Reports To: Head of Marketing / CX Lead / Program Director

Job Summary:

We are looking for a dynamic and strategic Loyalty Program Manager to lead and manage our loyalty initiatives aimed at increasing customer retention, engagement, and brand loyalty. This role will involve planning, executing, and optimizing loyalty programs across different channels, ensuring they align with business goals and deliver exceptional value to our partners and customers.

Key Responsibilities:

Program Strategy & Planning

- Design and implement effective loyalty programs that align with the brand's business objectives
- Develop member segmentation strategies to drive personalization and tiered engagement
- Define program KPIs, rewards structure, and success metrics

Operations & Execution

- Manage day-to-day operations of the loyalty program, including partner onboarding, reward fulfillment, and performance tracking
- Work closely with the tech team to ensure smooth program implementation across platforms (apps, portals, CRM)
- Oversee timely communication to members via WhatsApp, SMS, email, in-app, and on-ground activations

Analytics & Reporting

- Monitor program performance through dashboards and reports
- Analyze member behavior, redemptions, and engagement patterns to make data-driven enhancements
- Present regular insights to internal stakeholders and recommend optimization strategies

Stakeholder Collaboration

- Coordinate with sales, marketing, product, tech, and creative teams to ensure end-to-end alignment
- Manage relationships with vendors, reward partners, and fulfillment agencies

Member Delight & Innovation

- Build delight moments for loyalty members (birthdays, anniversaries, milestone achievements)
- Explore innovative reward formats—hybrid rewards, tier-based experiences, instant cashback, etc.
- Ensure high emotional and transactional loyalty through thoughtful program design

Qualifications & Skills:

- Bachelor's degree in Marketing, Business, or related field (MBA preferred)
- 4–8 years of experience managing loyalty programs, customer engagement, or CRM
- Strong understanding of reward mechanics, partner journeys, and digital communication tools
- Proficiency in data analysis tools and CRM/loyalty platforms
- Excellent communication, project management, and cross-functional coordination skills
- Customer-obsessed mindset with a strong sense of ownership

Preferred Experience:

- Exposure to B2B channel loyalty or influencer engagement programs
- Experience in managing hybrid rewards: product-based, experiential, direct bank transfer, etc.
- Understanding of tech integrations (APIs, dashboards, redemption platforms)

Compensation:

- Competitive CTC based on experience
- Performance incentives, rewards, and growth opportunities

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