Manager/ Asst Manager

19 hours ago

Mumbai Maharashtra, India Jobted IN C2 Full time

The Manager Asst Manager - Customer Experience will lead the strategic management and operational excellence of our retail contractor loyalty program driving engagement retention and business value through effective program design and execution Primary Responsibilities Loyalty Program Management Strategic Program Leadership Own management of the retail contractor loyalty program ensuring alignment with organizational priorities Define and refine program objectives value propositions and rewards based on contractor needs and business goals Develop and execute annual loyalty program roadmaps including new initiatives enhancements and campaigns Conduct regular program health assessments and implement corrective actions to optimize performance Enrollment and Engagement Design and implement comprehensive enrollment strategies to maximize contractor participation Create targeted communication campaigns to drive awareness adoption and active engagement Develop segmentation strategies to deliver personalized experiences and relevant rewards to different contractor cohorts Partner with sales and field teams to identify and onboard eligible contractors Process Excellence and Operations Establish and maintain robust operational processes for program administration including eligibility verification points accrual redemption management and dispute resolution Ensure seamless coordination between internal stakeholders finance IT sales marketing operations and external partners vendors technology providers Develop standard operating procedures process documentation and training materials for program operations Monitor program compliance with regulatory requirements and company policies Performance Management and Analytics Define track and report on key performance indicators KPIs including enrollment rates active participation redemption patterns contractor retention incremental spend and program ROI Conduct data-driven analysis to identify trends insights and opportunities for program optimization Prepare regular performance dashboards and executive presentations on program health and impact Research and Insights Support customer experience research initiatives including surveys focus groups and feedback analysis Contribute to Voice of Customer VoC programs and help translate insights into actionable improvements Communication and Coordination Assist in developing customer communication strategies across touchpoints Cross functional coordination on customer experience initiatives Support the planning and execution of customer engagement events

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