Program Manager - User Loyalty - Adhesives & Chemical Manufacturing Firm

We are looking for Program Manager User Loyalty for one of the India's largest adhesives and chemical manufacturing company. The role will be responsible for smooth functioning of the Loyalty programs. This would include:

- Working on Group Coding and Uniform KYC

- Design and implement Annual Tier program

- Standardization of Loyalty QR Code printing

- Running and tracking the programs

- Monitor and execute Tier program

- Design, execute and track Central user specific campaigns

- Constantly get feedback from market and improve the programs

- Co-ordinate with Manager Digital platforms for constant improvement and tracking at tech end.

- Work on Lead management system

Revamp Redemption process by:

- Identifying centers basis locations, walk-ins, demand, etc. and finalize on count and locations of the centers to be kept active

- This will also include building different models of centers like Small, Medium, Large and Center on Wheels for standardization across country

- Maintain, run, onboard, close centers basis performance and demand

- Ensure upkeep and standard service levels at all time

- Hire and train Experience center managers and keep a track of their score card

- Plan regular Onboarding and Training sessions for new and existing center managers

- Track walk-ins, redemptions, demos, opportunities, etc on regular basis

- Onboard and manage external audit agencies for ensuring high levels of service always

- Constantly work on improving experience of a user at the center to pull more walk-ins by feedback and TNPS (Touchpoint NPS) tracking