Experience: 2+ Years
Location: Mulund, Mumbai
We are looking for a performance-driven Operations Executive to manage and grow multiple channel loyalty programs. The candidate will be responsible for driving program KPIs, growing active user bases, evaluating campaign effectiveness, and recommending actionable strategies to improve program outcomes. This role sits at the intersection of data, operations, and client engagement — and requires someone who takes ownership of results, not just tasks.
Drive program KPIs across assigned loyalty programs — active users, engagement rates, point consumption, and redemption activity
Analyse program performance data to identify trends, gaps, and growth opportunities; translate data into clear insights and action plans
Plan and evaluate campaigns — assess what’s working, what isn’t, and recommend optimizations
Coordinate with the MIS team to ensure timely and accurate performance reporting; prepare client-facing performance decks and internal review reports
Study competition and conduct periodic competitive analysis to benchmark program design, rewards structures, and engagement mechanics
Proactively suggest strategies to clients and internal stakeholders to improve program performance and member engagement
Coordinate with the Rewards team to ensure timely and quality delivery of reward redemptions and vouchers to loyalty program members
Coordinate with the Tech team for app and dashboard requirements, enhancements, and issue resolution
Liaise with the Contact Centre team to monitor query resolution TATs and member experience quality
Work with MIS and Accounts teams to ensure data accuracy, reconciliation, and timely fulfilment processing
Support requirement documentation and process flows when new features or programs are being scoped
Advanced Excel — pivot tables, VLOOKUP/XLOOKUP, data analysis, working with large datasets
Strong analytical thinking — ability to study program data, identify performance levers, and build a growth narrative
Campaign evaluation and performance management mindset
Clear written and verbal communication — comfortable preparing client-facing reports and presenting recommendations
Project coordination across multiple internal teams simultaneously
Good to Have
Prior exposure to loyalty programs, channel engagement, or CRM platforms
Competitive research and market benchmarking experience
Experience in a B2B or trade marketing environment
Basic understanding of app-based platforms and UAT processes
