Loyalty Program Manager

2 weeks ago

Mumbai, India Shoppers Stop Full time

About the Role The Manager / Sr Manager – Loyalty will be responsible for executing loyalty campaigns, managing stakeholder relationships, and leveraging analytics to enhance customer engagement. Responsibilities - Campaign Management & CRM Execution: - Drive repeat sales and member retention through First Citizen Club loyalty initiatives. - Segment customer cohorts using shopping behavior and analytics to run targeted, high-impact campaigns. - Own end-to-end execution of loyalty campaigns – briefing, creative coordination, deployment, and performance tracking. - Collaborate with creative and CRM agencies to deliver campaigns across WhatsApp, RCS, and other modern platforms. - Create and analyze campaign reports, MIS, and dashboards to identify areas of improvement and optimize effectiveness. - Stakeholder Management & Program Monetization: - Act as a program evangelist across the organization, promoting the value and impact of First Citizen to internal teams and external partners. - Collaborate closely with cross-functional stakeholders—merchandising, store operations, marketing, digital, and customer service—to ensure consistent program delivery and advocacy. - Identify monetization opportunities within the loyalty ecosystem (e.g., co-branded offers, data-driven partnerships) to generate incremental value for the business. - Analytics, Technology & Projects: - Work with the Analytics team to analyze customer behavior and define actionable insights. - Project-manage loyalty platform upgrades, feature rollouts, and integration tasks in partnership with tech teams. - Reporting & Communication: - Develop dashboards and reports using Excel for key CRM KPIs. - Build engaging PowerPoint presentations summarizing loyalty performance, campaign results, and recommendations. - Support internal communication and documentation with strong written and verbal English skills. Qualifications - MBA in Marketing or related discipline. - 7-8 years of relevant experience in Loyalty Marketing, CRM, or Customer Engagement. - Prior exposure to Retail, Travel, Banking, E-commerce, or similar loyalty-driven industries. - Mandatory: Hands-on experience managing CRM or Loyalty programs. Required Skills - Proficient in Excel, PowerPoint, and campaign management tools. - Strong analytical mindset with creative thinking. - Comfortable working independently in a fast-paced environment. - Self-starter with a bias for action and continuous learning.

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