Loyalty Program Manager

Job Description – Loyalty Program Manager Location :  Indore

Department :  Loyalty Program Management

Employment Type :  Full-time (Work from Office)

Experience :  4–8 Years in Loyalty / CRM / SaaS / Program Management

About IMAST IMAST Operations Pvt. Ltd. is India’s leading Loyalty & Rewards Program Management and SaaS Solution provider for Supply Chain. With a 95% client retention rate and 100+ clients across industries, we deliver end-to-end loyalty, CRM, and SaaS-based sales solutions.

Role Overview As a  Loyalty Program Manager , you will be responsible for the end-to-end management of client loyalty programs. The role involves overseeing program execution, ensuring client satisfaction, managing cross-functional coordination with technology and rewards teams, and driving program success through analytics, reporting, and continuous improvement.

Key Responsibilities Program Management Lead the execution of loyalty programs (B2B & B2C) for assigned clients.

Ensure timely onboarding of members, partner integrations, and smooth program operations.

Develop program timelines, budgets, and delivery schedules with internal and client stakeholders.

Client Relationship & Escalation Handling Act as the primary point of contact for clients.

Handle escalations, resolve issues within defined SLAs, and ensure smooth communication.

Build strong client relationships, ensuring satisfaction and long-term retention.

Technology & Process Coordination Work closely with IT / Tech team for mobile app, web portal, and CRM functionality updates.

Raise, track, and close program tickets (bugs, enhancements, new reports).

Manage program SOPs, workflows, and ensure process compliance.

Rewards & Redemption Coordinate with the rewards team for catalog management, vendor tie-ups, and logistics.

Monitor redemptions across cash, vouchers, and physical rewards, ensuring timely fulfillment.

Manage budgets for rewards, redemptions, and promotions.

Analytics & Reporting Generate and analyze loyalty dashboards and reports.

Track KPIs such as member engagement, redemption %, ROI, and client business impact.

Present insights and recommendations to clients and management.

Campaigns & Promotions Drive promotional campaigns, digital activations, and seasonal offers.

Manage communication campaigns (SMS, WhatsApp, Email, App Notifications).

Work with marketing teams for creatives, influencer activities, and digital ads.

Required Skills & Competencies Strong understanding of Loyalty Programs, Rewards Management, and CRM.

Hands-on experience in program / project management with SaaS / IT exposure.

Excellent client communication and stakeholder management skills.

Analytical mindset with ability to work on data dashboards and KPIs.

Proficiency in MS Excel, PowerPoint, and project reporting.

Problem-solving attitude with ability to manage escalations and tight deadlines.

Team player with ability to work cross-functionally (Tech, Rewards, Finance, HR).

Qualifications Bachelor’s Degree (MBA / B.Tech / BBA preferred).

4–8 years of experience in Loyalty Program Management, CRM, SaaS Projects, or Client Success roles.

Growth Opportunities Fast-track career growth with India’s leading Loyalty & SaaS provider.

Opportunity to manage marquee clients across industries.

Exposure to large-scale B2B & B2C program implementations.

Scope to move into Senior Program Manager / Vertical Head roles based on performance.

Compensation Competitive salary package (based on experience & capability).

Incentives linked to program performance & client retention.

Resumes can be sent to

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