Customer Loyalty & Campaign Manager CRM

(Tanishq North America)

Job DescriptionUnique Job RoleCampaign Manager CRM/Customer LoyaltyFunctionTitan International Business Division (IBD)Reporting toCRM Head, IBDJob DetailsThe role is responsible for planning & driving growth for international jewellery business. Also manage CRM/customer loyalty led Campaigns via email, SMS, WhatsApp for Tanishq North American Region. External InterfacesInternal Interfaces

- CRM Vendors

- Customer loyalty tool vendors

- Printing vendors

- Creative agencies

- Digital Agencies

- Website Vendor
- Communication Vendors (Email/SMS/WhatsApp)

- Analytics Function

- IT Function
- Inbound call-centre

- Marketing

- Retail

- Merchandising

- Legal and Finance

- Store Staff

Job RequirementsEducation
- Post Graduation with an MBA in marketing

Relevant Experience
- 6-8 years relevant experience

Behavioural Skills
- Learning Ability
- Perseverance
- Overcoming failures
- Listening
- Cross-functional teaming

Knowledge
- Retail and service industry
- Customer loyalty tools
- Awareness of latest technologies and ability to create specific solutions

Expected Process ContributionsDetails Loyalty Strategy & Program Management

- Own the end-to-end loyalty program operations and performance.
- Define customer tiers, benefits, rewards, points, privileges and engagement mechanics.
- Continuously identify opportunities to improve customer participation, retention and repeat purchases.
- Benchmark the loyalty program against leading brands and emerging loyalty trends.
- Drive initiatives to increase loyalty-member penetration and active-member base.





Customer Engagement & CRM

- Develop customer lifecycle campaigns that covers New Customer acquisition, engagement, retention and win-back.
- Create targeted campaigns based on customer behaviour, purchase history, preferences, geography, demographics and engagement.
- Work closely with Marketing & Digital teams to execute campaigns across WhatsApp, SMS, email, website and other customer touchpoints.
- Develop personalised offers and communication journeys for different customer segments.

Analytics & Customer Insights

- Analyse customer purchase behaviour, frequency, recency, monetary value and engagement.
- Develop customer segmentation and identify high-value, high-potential, dormant and at-risk customers.
- Track Customer Lifetime Value (CLV), repeat purchase rate, retention, churn, average transaction value and purchase frequency.
- Identify actionable insights from customer data and convert them into campaigns and business initiatives.
- Build dashboards and regular reports to monitor loyalty program performance.

Revenue & Business Growth

- Drive incremental revenue through loyalty-led campaigns and customer engagement initiatives.
- Develop strategies to increase repeat purchases and cross-sell/up-sell opportunities.




- Measure incremental revenue and ROI generated through loyalty initiatives.
- Partner with merchandising, marketing, retail operations and category teams to create relevant customer propositions.
- Identify opportunities to increase customer wallet share.

Loyalty Campaigns & Offers

- Plan and execute monthly and seasonal loyalty campaigns.
- Develop personalised offers based on customer segments and purchase behaviour.
- Design special journeys for birthdays, anniversaries, festivals, milestones and other relevant occasions.
- Create differentiated experiences and benefits for premium/high-value customers.
- Evaluate campaign effectiveness and continuously optimise performance.
- Responsible for analysing & publishing Post

Technology & Data

- Work closely with CRM, technology and data teams to improve loyalty platforms and customer journeys.
- Define business requirements for loyalty and CRM technology enhancements.
- Ensure accurate customer, transaction, points and reward data.
- Explore the use of AI, predictive analytics and recommendation engines to improve personalisation and customer engagement.

Cross-functional Collaboration

- Work closely with Marketing, Digital, Regional Retail teams, Omni & Data Analytics
- Drive adoption of loyalty initiatives across stores and customer-facing teams.
- Train and enable retail teams to effectively communicate loyalty advantages to customers.
- Coordinate with external technology, rewards and marketing partners where ever required.
- Keep track of vendor invoices & process vendor payments

📌 Customer Loyalty Manager (Bengaluru)
🏢 Titan Company
📍 Bengaluru