Senior Manager - CRM Loyalty

Key Responsibilities:

• Develop and execute customer retention strategies to increase customer loyalty and lifetime value.
• Manage and optimize loyalty programs, ensuring they align with business objectives and customer needs.
• Define, track, and achieve KPIs including customer frequency, AOV, revenue contribution, engagement, and retention across different cohorts.
• Drive automation of the loyalty program, ensuring operational efficiency and scalability.
• Conduct periodic audits of the loyalty program, including communications, earning and burning mechanisms, and overall functionality.
• Make the loyalty program self-sustaining by building monetization opportunities that generate revenue to fund loyalty rewards and benefits.
• Design and manage customer journeys across the platform, enhancing the loyalty experience at each touchpoint.
• Build and oversee end-to-end communication flows tailored to customer segments and lifecycle stages.
• Collaborate with internal stakeholders (marketing, product, tech, finance) and external partners to develop and execute special loyalty campaigns and initiatives.
• Introduce new loyalty services and member benefits aligned with evolving customer expectations.
• Ensure seamless operational processes for program execution, benefit redemption, customer support, and partner coordination.
• Analyze customer data to identify trends, behaviors, and opportunities for improving retention and loyalty.
• Utilize analytical tools and data modeling techniques to measure program effectiveness and optimize performance.
• Conduct market research to stay updated on industry trends and best practices in customer retention and loyalty.
• Prepare and present reports on retention performance, insights, and recommendations to senior management.

Qualifications:

• Bachelors degree in Marketing, Business Administration, or a related field. Masters degree is a plus.
• 8 years+ of experience in customer retention and loyalty management, preferably in the e-commerce fashion domain.
• Proven track record of managing successful loyalty programs.
• Strong analytical skills with hands-on experience in tools like SQL, Excel, and Tableau.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously.
• Strong problem-solving skills and attention to detail.

Why Join Us:

• Be part of a dynamic and innovative team at one of Indias top e-commerce platforms.
• Opportunity to work on cutting-edge projects and make a significant impact on the business.
• Competitive salary and benefits package.
• A collaborative and inclusive work environment that values diversity