Loyalty Program Manager

About the Role

The Manager / Sr Manager – Loyalty will be responsible for executing loyalty campaigns, managing stakeholder relationships, and leveraging analytics to enhance customer engagement.

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 stakeholders—merchandising, store operations, marketing, digital, and customer service—to 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

MBA in Marketing or related discipline.

7-8 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.

Required Skills

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.