Khazana Jewellery - Loyalty Management Role

CTC - 10-20LPA

Job Overview

Responsible for Implementation of Loyalty program with end-to-end ownership. Program implementation would involve establishment of consumer engagement strategy, establishing program, governance structures, and processes across all stores and upcoming E-commerce business. Manage single view of customer in an Omni channel environment.

Loyalty Manager is responsible for recognition and engagement of our most valuable customers. Deep dive into the customer database to glean insights that can be applied to drive the business growth. Develop customer strategies in order to improve customer data capturing & enrichment. Optimize key matrix of the program like RFM, AOV and Customer Lifetime Value. Uphold data governance standards and ensure data is captured consistently and appropriately across different touch points and channels and in compliance with the regulations. Extract, analyse and interpret data from different sources to enable data visualisation and translate findings into simple actionable insights. Plan and execute different customer journeys in regards to the strategic target for each of the segments defined.

The position requires

- Coordinating with IT team and Loyalty Program vendor / partner

- Coordinate across Business stakeholders, key users & vendor

- Reporting progress and measures of success on all KPI's of program

- Driving Transformation and user adoption

Financial metric

- Achieve Repeat Member sale and increase consumer life time value

- Cross category Sales

- Manage Loyalty budgets as per annual operating plan

Customer

- Devise suitable campaigns to ensure existing Members shop and are not lapsed

- Execute campaigns on cluster segmentation and regional category analysis to improve Cluster and region performance

- Enhancing customer centricity by bringing in adequate measures and improvements through learnings from NPS (Net Promoter Score)

Internal Business Process

- Plan Loyalty Communication Calendar

- Timely Rollout of campaigns & result to be analysed & published

- Weekly & Monthly Loyalty Dashboards to be published

- Build competency through exposure to various Analytics Methods & Industry Best Practices

Functional Competencies: Analytic thinking, Customer Centricity & Detail Oriented