Job Summary
The Head – Loyalty Programs & CRM will lead the strategy, development, and execution of the organization's customer loyalty ecosystem and CRM initiatives. The role is responsible for designing innovative loyalty programs, rewards and benefits, premium membership and privilege card offerings, strategic partner alliances, and customer engagement initiatives to enhance customer acquisition, retention, and lifetime value.
The incumbent will also provide business leadership for the development and enhancement of the organization's loyalty and CRM technology platforms, including web and mobile applications, ensuring seamless integration with internal systems and external partners.
Key ResponsibilitiesLoyalty & CRM
- Develop and implement the organization's loyalty and CRM strategy.
- Design and manage loyalty programs, rewards, membership tiers, referral programs, and customer engagement initiatives.
- Develop premium membership/privilege card programs with exclusive customer benefits.
- Drive customer acquisition, retention, engagement, and lifecycle management through CRM platforms.
- Monitor program performance and continuously enhance customer value propositions.
Strategic Partnerships
- Establish and manage partnerships with banks, payment providers, retailers, hospitality, healthcare, travel, and other organizations to expand customer rewards and benefits.
- Negotiate commercial agreements and develop cross-partner loyalty initiatives.
- Build a scalable partner ecosystem that enhances customer value.
Technology & Digital Platforms
- Lead the business planning and development of loyalty, rewards, and CRM platforms across web and mobile applications.
- Define business requirements and work closely with technology teams to deliver scalable digital solutions.
- Oversee platform integrations with CRM systems, payment gateways, APIs, and third-party partner platforms.
- Ensure seamless customer experiences across enrollment, rewards, redemption, and partner benefit utilization.
Leadership & Performance
- Lead cross-functional teams across Loyalty, CRM, Partnerships, and Customer Experience.
- Develop policies, governance frameworks, and operational standards.
- Track key metrics including customer retention, customer lifetime value, engagement, redemption rates, and program ROI.
- Present strategic recommendations and performance reports to senior management.
Qualifications
- MBA in Marketing, Business Administration, Customer Experience, or a related field.
- Professional certifications in CRM, Customer Experience, Loyalty Management, or Digital Business will be an added advantage.
Experience
- Minimum 19 years of experience in Loyalty Programs, CRM, Customer Experience, Rewards Management, or Customer Engagement.
- Proven expertise in designing and managing enterprise-level loyalty and rewards programs.
- Experience in developing strategic partnerships and alliance programs.
- Strong experience leading digital platform development for loyalty and CRM solutions.
- Experience in retail, banking, financial services, hospitality, healthcare, digital commerce, or large consumer-facing organizations will be preferred.
Key Skills
- Loyalty Program Strategy
- CRM & Customer Lifecycle Management
- Rewards & Benefits Management
- Strategic Partnerships & Alliance Development
- Customer Engagement & Retention
- Digital Product & Platform Development
- API & Third-Party Integrations
- Business Analytics & Performance Management
- Commercial Negotiation
- Leadership & Stakeholder Management
Key Performance Indicators (KPIs)
- Growth in loyalty program membership
- Customer retention and repeat business
- Customer Lifetime Value (CLV)
- Customer engagement and rewards redemption
- Strategic partnerships established
- Platform adoption and digital engagement
- ROI of loyalty and CRM initiatives
- Overall contribution to customer growth and business performance
Work Location: In person
