We are looking for an Assistant Manager – Customer Loyalty Program to drive customer engagement, loyalty and retention across our retail network.
The role will be responsible for managing customer enrolment, database quality, loyalty programmes, engagement campaigns, customer follow-ups, reactivation initiatives, and performance reporting. You will also supervise the Customer Loyalty team and work closely with Store Operations, Marketing, Customer Care, Digital, E-commerce, IT, CRM, Finance, and Analytics teams.
Key Responsibilities
- Manage day-to-day customer loyalty and engagement operations across stores and digital channels.
- Monitor customer registration, membership activation, profile completion, and database quality.
- Drive customer enrolment and maintain accurate customer information with appropriate consent.
- Plan and execute customer engagement campaigns through SMS, WhatsApp, Email, App notifications and outbound calls.
- Support customer segmentation based on purchase history, customer value, location, product category and engagement level.
- Monitor loyalty points, rewards, coupons, vouchers, referrals and redemption activities.
- Handle customer follow-ups related to purchases, delivery, installation, warranty, service, upgrades and repeat purchases.
- Drive inactive customer reactivation and customer retention initiatives.
- Supervise and monitor the productivity and quality of Customer Loyalty Executives.
- Set team targets, allocate customer lists and calling assignments, and conduct regular performance reviews.
- Coordinate with stores to improve customer enrolment, engagement and repeat-purchase performance.
- Monitor customer feedback, complaints, CSAT and escalation resolution.
- Prepare and analyse daily, weekly and monthly MIS reports and dashboards.
- Track key metrics including enrolment, engagement, reactivation, repeat purchases, campaign conversion and loyalty performance.
- Identify process gaps and coordinate with CRM/IT teams to resolve system and customer-data issues.
- Ensure compliance with approved customer-data, loyalty and communication processes.
Requirements
- Bachelor's degree in Business Administration, Marketing, Commerce, Retail Management or a related field.
- MBA/Postgraduate qualification in Marketing, CRM, Retail or Customer Experience will be an advantage.
- 3–6 years of relevant experience in customer loyalty, customer engagement, retail operations, customer service or digital engagement.
- Experience in a multi-store retail environment is preferred.
- Hands-on experience with loyalty, POS, ERP or campaign-management platforms is preferred.
- Strong knowledge of CRM and customer lifecycle management.
- Good understanding of customer segmentation, engagement and retention.
- Strong MS Excel and MIS reporting skills.
- Excellent communication, interpersonal, follow-up and team-management skills.
- Target-oriented with strong analytical and problem-solving abilities.
Job Location: Kozhikode
Pay: ₹30,000.00 - ₹40,000.00 per month
Benefits:
- Food provided
- Health insurance
Work Location: In person
