Community Engagement & Loyalty Programs Lead

Position Name : Senior Manager – Community Marketing

Purpose of the position

The Community Manager at TATA Motors plays a pivotal role in fostering community engagement both offline and digitally, crafting personalized experiences for each customer / member, and spearheading loyalty programs aimed at enhancing customer retention and advocacy. This position is essential for nurturing a vibrant community at TATA.Ev, facilitating referrals, driving repurchases, and fostering positive word-of-mouth marketing. The role is vital in nurturing a robust community at TATA.Ev, ensuring active customer engagement, and fostering brand advocacy

Dimensions of the position

• Customer Engagement Program management : Both offline and digital engagement initiatives
• Loyalty Program Management (including Referral Program Management)
• Event Management : Planning, organizing, and executing

Key Responsibility & Key Tasks Measures

1 Customer Engagement Program and Loyalty Program Management

Enrolling customers into the program and managing backend operations

Managing updates and maintenance of the program portal.

Collaborating with agencies to steer program management effectively.

Managing budgets and finances related to the program.

Developing and implementing a robust loyalty program to engage and reward customers.

Devising strategies to engage community members

Utilizing the loyalty program for customer retention and upselling opportunities

Digitizing the loyalty program and integrating with other business units such as After Sales, Accessories, etc.

Plan and manage execution of events on weekends and at various locations, ensuring end-to-end event management, liaison with the sales team, and ensuring social media coverage

2 Referral Program Management

Rolling out communication for the referral program.

Updating digital interface portals for program management.

Onboarding brands to offer their products and services as benefits.

Steering agencies managing the program and managing associated budgets

Conducting training sessions for the sales team regarding the program

Education : Full Time MBA in Marketing

Experience : 5 - 10 Years