Customer Loyalty Manager

Customer Loyalty & Campaign Manager CRM
(Tanishq North America)
Job DescriptionUnique Job RoleCampaign Manager CRM/Customer LoyaltyFunctionTitan International Business Division (IBD)Reporting toCRM Head, IBDJob DetailsThe role is responsible for planning & driving growth for international jewellery business. Also manage CRM/customer loyalty led Campaigns via email, SMS, WhatsApp for Tanishq North American Region. External InterfacesInternal Interfaces

• CRM Vendors
• Customer loyalty tool vendors
• Printing vendors
• Creative agencies
• Digital Agencies
• Website Vendor
• Communication Vendors (Email/SMS/WhatsApp)

• Analytics Function
• IT Function
• Inbound call-centre
• Marketing
• Retail
• Merchandising
• Legal and Finance
• Store Staff

Job RequirementsEducation

• Post Graduation with an MBA in marketing

Relevant Experience

• 6-8 years relevant experience

Behavioural Skills

• Learning Ability
• Perseverance
• Overcoming failures
• Listening
• Cross-functional teaming

Knowledge

• Retail and service industry
• Customer loyalty tools
• Awareness of latest technologies and ability to create specific solutions

Expected Process ContributionsDetails
Loyalty Strategy & Program Management
- Own the end-to-end loyalty program operations and performance.
- Define customer tiers, benefits, rewards, points, privileges and engagement mechanics.
- Continuously identify opportunities to improve customer participation, retention and repeat purchases.
- Benchmark the loyalty program against leading brands and emerging loyalty trends.
- Drive initiatives to increase loyalty-member penetration and active-member base.

Customer Engagement & CRM
- Develop customer lifecycle campaigns that covers New Customer acquisition, engagement, retention and win-back.
- Create targeted campaigns based on customer behaviour, purchase history, preferences, geography, demographics and engagement.
- Work closely with Marketing & Digital teams to execute campaigns across WhatsApp, SMS, email, website and other customer touchpoints.
- Develop personalised offers and communication journeys for different customer segments.

Analytics & Customer Insights
- Analyse customer purchase behaviour, frequency, recency, monetary value and engagement.
- Develop customer segmentation and identify high-value, high-potential, dormant and at-risk customers.
- Track Customer Lifetime Value (CLV), repeat purchase rate, retention, churn, average transaction value and purchase frequency.
- Identify actionable insights from customer data and convert them into campaigns and business initiatives.
- Build dashboards and regular reports to monitor loyalty program performance.

Revenue & Business Growth
- Drive incremental revenue through loyalty-led campaigns and customer engagement initiatives.
- Develop strategies to increase repeat purchases and cross-sell/up-sell opportunities.
- Measure incremental revenue and ROI generated through loyalty initiatives.
- Partner with merchandising, marketing, retail operations and category teams to create relevant customer propositions.
- Identify opportunities to increase customer wallet share.

Loyalty Campaigns & Offers
- Plan and execute monthly and seasonal loyalty campaigns.
- Develop personalised offers based on customer segments and purchase behaviour.
- Design special journeys for birthdays, anniversaries, festivals, milestones and other relevant occasions.
- Create differentiated experiences and benefits for premium/high-value customers.
- Evaluate campaign effectiveness and continuously optimise performance.
- Responsible for analysing & publishing Post

Technology & Data
- Work closely with CRM, technology and data teams to improve loyalty platforms and customer journeys.
- Define business requirements for loyalty and CRM technology enhancements.
- Ensure accurate customer, transaction, points and reward data.
- Explore the use of AI, predictive analytics and recommendation engines to improve personalisation and customer engagement.

Cross-functional Collaboration
- Work closely with Marketing, Digital, Regional Retail teams, Omni & Data Analytics
- Drive adoption of loyalty initiatives across stores and customer-facing teams.
- Train and enable retail teams to effectively communicate loyalty benefits to customers.
- Coordinate with external technology, rewards and marketing partners where ever required.
- Keep track of vendor invoices & process vendor payments