Rewards Program Engagement Lead
FABINDIA LIMITEDNew Delhi, Republic Of India, IN4 days ago
Job descriptionDevelop a detailed understanding of the Fabfamily loyalty program structure. Create and manage digital and physical collateral / campaigns (social media, email, WhatsApp, Visual Merchandise) tailored for general and tier-specific communications to Fabfamily Members in our efforts to share the Fabcoin Multiplier offers being extended by our Rewards Partners. Learn and utilize the Xeno platform for tracking customer transactions, tier-movements and Fabcoins earn & burn activities. Work closely with various internal teams (Product, Technology, Fulfilment, Customer Support, Corporate Strategy, Marketing) to ensure seamless execution of program initiatives. Manage P&L to meet budgeted plans and monitor key business metrics such as increasing reward redemptions and marketing effectiveness. Address Fabfamily Member escalations and concerns that are raised by the customer care team. Continuously collect, monitor, analyse and report SVC data regarding Fabcoins earn & burn activities. Use data insights to help improve the loyalty program from the customers’ perspective and partner engagement strategies. Lead promotions with marketing teams, manage the microsite and app merchandising and execute promotions calendar in close coordination with our Branding & Marketing as well as E-commerce teams. Identify and implement ROI-focused marketing initiatives to increase awareness and conversion rates. Prior experience in sales, P&L management, growth roles preferably in an e-commerce or customer-focused company. Strong understanding of market and consumer trends, with a focus on sustainability and social impact. Self-starter with excellent communication, leadership, presentation, interpersonal and analytical skills. Ability to build and maintain strong business relationships with partners. Proficiency in using Excel and other analytical tools. Approximately 4-7 years of experience in a relevant field. Experience in campaign management is an added advantage.
FUNCTIONAL AREA : Customer Experiences & Services
POSITION’S OBJECTIVE :
Manage the end-to-end onboarding and ongoing engagement of Rewards Partners that are a part of Fabfamily, ensuring customers can redeem their Fabcoins towards a variety of Experiences, Benefits, and Causes. Additionally, address and manage Fabfamily Members' queries and special requests as a secondary responsibility.
KEY RESPONSIBILITIES :
Onboarding and Management of Rewards Partners :
- Identify, negotiate, onboard and maintain robust relationships with Rewards Partners across various sectors such as travel & hospitality, dining, learning, sustainability and social impact.
- Conduct Reputational Due Diligence and basic evaluations on aspects such as Sustainability, Social Impact, Promotion of Traditional Knowledge & Culture, and Healthy, Conscious Living.
- Ensure adherence to the Fabcoin Multiplier concept, negotiating deals where Fabcoins are worth significantly more than One Indian Rupee for Experiences & Benefits.
Program Management :
Customer Engagement and Issue Resolution :
Data Monitoring and Reporting :
Promotions and Optimization :
JOB SPECIFICATION : Qualification :
Bachelor’s in Management or a related field
Knowledge and Skills Required :
Experience :
Interested candidates please share your resume at nishi.mishra@fabindia.net
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Program Lead • New Delhi, Republic Of India, IN
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