Loyalty Campaign Manager

3 days ago

Mumbai, Maharashtra, India Shoppers Stop Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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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