Assistant Manager - Loyalty

AM - Loyalty

Job Overview

- This role will focus on analysing program performance, optimizing benefits, enhancing customer experience, and amplifying engagement across tiers.

The ideal candidate should have a deep understanding of customer segmentation, retention strategies, and loyalty program profitability while collaborating with cross-functional teams to drive program growth.

Knowledge and Skill / Qualification Requirements

- 3-5 years of experience in Loyalty, CRM, Customer Retention, or Data Analytics, preferably in e commerce or retail.

- Strong analytical skills with experience in Excel, SQL, Google Analytics, or BI tools.

- Deep understanding of customer segmentation, cohort analysis, and program profitability.

- Experience in managing loyalty programs, membership benefits, and customer engagement strategies.

Job Description

1. Prive Reporting, Site Activations & Experiments - Maintain and enhance Prive reports to track key performance metrics.

- Create new dashboards for deeper analysis and ad-hoc business requirements.

- Collaborate with cross-functional teams to ensure timely execution of Prive-specific activations.

- Continuously monitor activation performance and suggest optimizations for better engagement and conversions.

Prive Program Benefits & Structure - Develop and optimize incentives based on brand affinity to encourage customer loyalty.

- Identify and implement customer-centric benefits to enhance engagement and delight.

- Curate exclusive Prive-specific offers on Nykaa Prive cards to drive participation and spending.

Customer Experience & Journey - Extend the Nykaa Prive experience beyond the app, ensuring an omnichannel presence.

- Analyze and improve post-purchase conversions and the overall shopping journey for Prive members.

- Implement tier-based retention strategies, including lapse prevention journeys and profile management.

Amplification & Engagement - Strategize tier-wise benefit amplification to increase program participation.

- Drive engagement within Prive tiers using CRM, performance marketing, and social media.

- Work closely with marketing teams to create campaigns that highlight Prive exclusivity and benefits.

Prive Research & Analysis - Conduct deep segmentation analysis to understand customer behaviour within Prive tiers.

- Evaluate P&L impact and optimize strategies to ensure cohort profitability.

- Use data-driven insights to refine loyalty strategies, personalization, and customer retention efforts