Customer Loyalty Manager Full Time

Profile Overview:

Customer Insights and Analytics

• Conduct comprehensive customer behavior analysis to drive actionable insights, such as identifying bulk buyers, redeemers, and transitions between online and offline purchasing.
• Use advanced analytics to personalize campaigns and improve customer engagement across segments.

Customer Segmentation and Personalization

• Utilize customer data to define and segment target audiences, creating personalized marketing and communication strategies.

Drive Capillary (Loyalty Partner)

• should have hands-on experience and strong understanding of Capillary tools, campaign management, CRM modules, customer lifecycle journeys, rewards configuration, analytics dashboards, and integrations.

Data Management and Reconciliation

• Ensure data accuracy and consistency across systems by addressing discrepancies in loyalty penetration reports and other datasets
• Build scalable and optimized data pipelines for reconciliation and reporting purpose

Primary Responsibilities:

• Designing long term strategic loyalty programs
• Identifying loyal, and potentially loyal, customers and then attracting and retaining them with rewards
• Drive segmentation of customer cohorts and devise specific strategies to retain them
• Ensure delivery of training to ensure front line store staff drive acquisition and retention
• Perform Fraud Detection Analysis and identify fraud customer’s data and suggest action plans, precautionary measures accordingly
• Ability to query loyalty database and do ad-hoc analysis and hypothesis validation
• Drive implementation of AI/ML models for segmentation, churn management and fraud detection
• Increase the revenue base by managing customer retention, renewal and account growth
• Resolve major customer issue with the help of Category Teams
• Develop competitive intelligence data assets and dashboards tracking customer behavior to identify opportunities for the business
• Preparing financial forecasts for loyalty program liabilities

Experience & Education:

• 4-6 years of work experience in Loyalty & CRM
• B.Tech & MBA from TIER-1 College