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Customer Loyalty Program Director
2 weeks ago
Pilgrim is a pioneering beauty and personal care brand founded in 2019 by alumni from IIT-B and IIM-A. With over 250 SKUs across face care, haircare, skincare, makeup, and fragrances, Pilgrim has expanded to over 25,000 pin codes and grown into a 1000+ offline store omnichannel brand.
We're committed to handpicking the world's best beauty secrets to create innovative and effective products that deliver results.
Job SummaryWe're seeking a strategic and customer-centric professional to lead our customer retention and loyalty efforts. In this role, you will optimize the entire customer journey, leveraging data insights to drive targeted campaigns and loyalty programs. Collaborating with cross-functional teams, you will translate customer feedback into actionable improvements and implement multi-channel strategies to enhance engagement and satisfaction.
Key Responsibilities- Develop and execute comprehensive retention strategies to enhance customer loyalty and satisfaction.
- Collaborate with cross-functional teams to map and optimize the entire customer journey, from initial engagement to post-purchase support.
- Analyze customer data and market trends to identify opportunities for improvement.
- Establish effective feedback loops to capture customer insights and translate them into actionable improvements in the customer experience.
- Manage the budget allocated for customer retention and loyalty initiatives, ensuring a positive return on investment.
- Utilize data-driven segmentation and journey optimization techniques for targeted retention efforts.
- Lead the development and execution of multi-channel communication strategies and corresponding A/B (email, SMS, social media, etc.) to engage and retain customers actively.
- Design and manage customer loyalty programs, subscription models, and referral initiatives to incentivize repeat business.
- Stay updated with current industry trends and competitor activities to identify opportunities and best practices in customer retention and loyalty.
- A strategic thinker with a strong customer-centric mindset with 4-6 years of overall industry experience.
- 3+ years of experience in customer retention, loyalty, CRM or related roles with a preference for consumer space.
- Familiarity with email marketing, marketing automation tools, and CRM stack.
- Strong problem-solving skills and adaptability in a fast-paced environment with exceptional quantitative & analytical skills.
We offer a competitive salary range of ₹1200000 - ₹1800000 per annum, depending on experience and qualifications.
Located in Andheri, Mumbai, this role offers exciting growth opportunities in a dynamic company with a strong focus on customer retention and loyalty.
