Position Summary:
We are seeking a highly motivated and detail-oriented Senior Executive to lead the planning, execution, and optimization of our loyalty program. The ideal candidate will play a key role in driving customer engagement, retention, and value creation through innovative loyalty initiatives. This role involves close collaboration with cross-functional teams to enhance customer satisfaction and deliver measurable business results
A. Key Responsibilities:
- Loyalty Program Strategy & Execution:
- Develop and implement effective loyalty program strategies to enhance customer retention and lifetime value.
- Design, launch, and manage loyalty campaigns to achieve customer engagement goals.
- Monitor program performance, analyze customer data, and recommend improvements.
- Customer Engagement:
- Build strong customer relationships by delivering value-driven loyalty rewards and experiences.
- Manage communications related to loyalty program benefits, updates, and promotions.
- Collaborate with customer service teams to resolve loyalty-related queries or concerns.
- Data Analysis & Reporting:
- Track, measure, and analyze key loyalty program metrics (e.g., participation rate, redemption rate, ROI).
- Generate regular reports and insights to inform business decisions and identify trends.
- Use customer data to segment audiences and personalize loyalty offers.
- Cross-Functional Collaboration:
- Partner with marketing, product, and operations teams to integrate the loyalty program into the overall customer journey.
- Work closely with IT and vendors to ensure seamless program execution and system updates.
- Coordinate with external partners or affiliates to enhance the program’s offerings.
- Program Innovation:
- Stay updated on industry trends and emerging technologies in loyalty program management.
- Identify and implement innovative strategies to keep the program competitive and engaging.
- Test and roll out new reward structures, gamification, or exclusive benefits.
Education: Bachelor’s degree in Business Administration, Marketing, Project Management, or related fields.
Experience:
- Minimum 3-5 years of experience in loyalty program management, customer experience, or CRM.
- Proven track record of designing and executing successful loyalty campaigns.
Skills:
- Strong analytical skills and proficiency in tools like Excel, Tableau, or Power BI.
- Knowledge of CRM software and loyalty management platforms.
- Excellent communication, negotiation, and stakeholder management skills.
- Creative thinking and problem-solving abilities.
Key Competencies:
- Strategic Thinking
- Customer-Centric Mindset
- Strong Analytical and Financial Acumen
- Effective Communication and Persuasion
- Leadership and Team Collaboration
