Loyalty Program Manager

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

care@imast.in
or shared via WhatsApp at

9755755309 .
For more details, visit: www.imast.in