Customer Relationship Manager -Loyalty Programs
- Shoppers Stop
- 4 - 9 years
- Mumbai
- 13 hours ago
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Job Description
Key Responsibilities:
Campaign Management & CRM Execution:
- Drive repeat sales and member retention through First Citizen Club loyalty initiatives.
- Segment customer cohorts using shopping behavior and analytics to run targeted, high-impact campaigns.
- Own end-to-end execution of loyalty campaigns briefing, creative coordination, deployment, and performance tracking.
- Collaborate with creative and CRM agencies to deliver campaigns across WhatsApp, RCS, and other modern platforms.
- Create and analyze campaign reports, MIS, and dashboards to identify areas of improvement and optimize effectiveness.
Stakeholder Management & Program Monetization:
- Act as a program evangelist across the organization, promoting the value and impact of First Citizen to internal teams and external partners.
- Collaborate closely with cross-functional stakeholdersmerchandising, store operations, marketing, digital, and customer serviceto ensure consistent program delivery and advocacy.
- Identify monetization opportunities within the loyalty ecosystem (e.g., co-branded offers, data-driven partnerships) to generate incremental value for the business.
Analytics, Technology & Projects:
- Work with the Analytics team to analyze customer behavior and define actionable insights.
- Project-manage loyalty platform upgrades, feature rollouts, and integration tasks in partnership with tech teams.
Reporting & Communication:
- Develop dashboards and reports using Excel for key CRM KPIs.
- Build engaging PowerPoint presentations summarizing loyalty performance, campaign results, and recommendations.
- Support internal communication and documentation with strong written and verbal English skills.
Qualifications & Experience:
- MBA in Marketing or related discipline.
- 6-8 years of relevant experience in Loyalty Marketing, CRM, or Customer Engagement.
- Prior exposure to Retail, Travel, Banking, E-commerce, or similar loyalty-driven industries.
- Mandatory: Hands-on experience managing CRM or Loyalty programs.
Key Skills & Attributes:
- Proficient in Excel, PowerPoint, and campaign management tools.
- Strong analytical mindset with creative thinking.
- Comfortable working independently in a fast-paced environment.
- Self-starter with a bias for action and continuous learning.
Job Classification
Industry: RetailFunctional Area / Department: Marketing & CommunicationRole Category: MarketingRole: Marketing - OtherEmployement Type: Full timeContact Details:
Company: Shoppers StopLocation(s): Mumbai
Keyskills: Customer Relationship Loyalty Programs Campaigns Customer Retention CRM
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