Location: Mumbai
Function: Commercial Team - Loyalty Management
Reporting To: Associate Vice President - Loyalty Management

About the Role
We are looking for a Loyalty Marketing Manager to drive customer engagement, retention, and lifetime value through strategic CRM and loyalty marketing initiatives. The role will be responsible for designing and executing targeted campaigns, managing customer journeys, leveraging guest insights, and enhancing member experiences across multiple touchpoints.

Key Responsibilities
Loyalty Program & CRM Management
Design and develop customer journeys and oversee the corporate loyalty program to drive guest acquisition, retention, and lifetime value.
Ensure the loyalty program aligns with brand and business objectives.
Monitor and refine loyalty offerings to remain competitive, innovative, and relevant in the market.
Create experiences that strengthen customer engagement and loyalty.
Campaign Strategy & Execution
Create and manage targeted marketing initiatives and campaigns to maximize loyalty program participation and revenue impact.




Develop communication strategies that effectively articulate the value proposition of the loyalty program.
Create monthly campaign calendars and oversee execution across CRM channels including Email, SMS, WhatsApp, Digital and Social Media.
Coordinate with marketing agencies for creative concepts, designs, content and campaign implementation.
Customer Lifecycle & Retention Marketing
Partner with stakeholders to plan and execute upsell, cross-sell, retention and referral campaigns.
Create customer cohorts based on behavioral and transactional variables.
Drive dormant customer activation, customer retention and recent customer acquisition initiatives.
Map user journeys and manage end-to-end user lifecycle management campaigns.
Data, Analytics & Insights
Leverage guest data and analytics to create personalized marketing campaigns, improve guest satisfaction and enhance revenue opportunities.
Develop predictiv

📌 Loyalty Marketing Manager (Mumbai)
🏢 The Indian Hotels Company Limited (IHCL)
📍 Mumbai