Manager / Senior Manager - Loyalty & Rewards (D2C)

Industry: BFSI / Fintech / Loyalty & Rewards / Consumer Technology

Location: Chennai - Corporate Office

Department: Customer Experience

Experience: 7 - 11 Years (Preferred)

About the Role:

We are looking for an experienced Loyalty & Rewards professional to drive the strategy, execution, and growth of large-scale D2C loyalty and rewards programs.

The ideal candidate will have hands-on experience managing customer loyalty ecosystems, reward points, redemption programs, customer engagement, brand partnerships, and rewards economics, preferably within BFSI, fintech, loyalty aggregators, or consumer technology organizations.

Key Responsibilities:

1. Loyalty & Rewards Program Management:

- Own the end-to-end design, implementation, and optimization of D2C loyalty and rewards programs.

- Manage reward structures, customer tiers, earn-and-burn mechanisms, and redemption journeys.

- Drive customer acquisition, engagement, retention, and lifetime value through loyalty initiatives.

2. Customer Engagement & Personalization:

- Develop customer segmentation and personalized reward strategies using transaction and behavioral insights.

- Drive targeted campaigns to improve activation, redemption, repeat usage, and retention.

- Conduct A/B testing and optimize loyalty campaigns based on performance insights.

3. Rewards Economics & Performance:

- Manage rewards budgets, program ROI, redemption costs, points liability, and overall unit economics.

- Track loyalty KPIs including redemption rate, customer retention, repeat purchase frequency, churn, and incremental revenue.

- Collaborate with finance and product teams to ensure sustainable program profitability.

4. Brand Partnerships & Vendor Management:

- Manage partnerships with merchants, voucher providers, fintech partners, and rewards aggregators.

- Negotiate commercial agreements, onboard brand partners, and manage external vendors.

- Drive the growth of rewards catalogs, voucher ecosystems, and redemption marketplaces.

5. Cross-functional Collaboration:

- Work closely with Product, Technology, Marketing, Finance, and Customer Experience teams.

- Translate business requirements into product requirement documents (PRDs), campaign briefs, and execution roadmaps.

- Ensure seamless execution and continuous improvement of loyalty initiatives.

Required Skills & Experience:

- Preferred 7 - 11 years of experience, with significant hands-on exposure to loyalty and rewards programs.

- Proven experience managing D2C loyalty programs, reward points, redemption journeys, or rewards marketplaces.

- Strong understanding of earn-and-burn mechanics, rewards economics, ROI, and customer retention.

- Experience with customer segmentation, personalized campaigns, and loyalty performance analytics.

- Exposure to voucher ecosystems, merchant partnerships, brand onboarding, and vendor management.

- Strong stakeholder management, analytical thinking, and commercial negotiation skills.

- Experience handling large-scale customer loyalty programs (preferably 1M+ users).

Preferred Industry Background: Banks, fintech companies, loyalty and rewards platforms, payment companies, consumer technology, or large hospitality loyalty programs.

Note: Candidates with hands-on loyalty program ownership will be preferred over profiles limited to campaign execution or vendor sales.