Role & responsibilities The Loyalty Program Manager will be responsible for end-to-end management, execution, and growth of the companys loyalty programs, ensuring robust member engagement, seamless reward delivery, data accuracy, and measurable business impact. The role will work closely with Sales, Marketing, CRM/SFDC, Technology, Finance, Operations, and external partners to drive enrolment, engagement, transactions, rewards, and retention.

Key Responsibilities

1. Loyalty Program Management

- Own the day-to-day management of loyalty programs and ensure smooth program operations.

- Define and implement member journeys, engagement plans, reward structures, and program interventions.

- Monitor program performance against defined KPIs and business objectives.

- Identify gaps and implement corrective actions to improve member participation and activity.

1. Member Acquisition &
- Engagement

- Drive member enrolment, activation, retention, and reactivation.

- Develop strategies to convert enrolled members into active and transacting members.

- Segment members based on potential, activity, purchase behaviour, and engagement.

- Design targeted campaigns, communication journeys, and member interventions.

1. Rewards &
- Redemption Management

- Manage reward structures, point matrices, tiers, slabs, and redemption mechanisms.

- Ensure timely and accurate reward fulfilment, including eGVs, merchandise, experiences, and incentive trips.

- Coordinate with Finance and vendors for TDS, invoicing, reconciliation, and settlement.





- Monitor reward liability and ensure appropriate financial controls.

1. Data, CRM &
- Technology

- Own loyalty data accuracy across CRM/SFDC, loyalty platforms, and applications.

- Work with technology teams to define API integrations, business logic, data flows, dashboards, and system enhancements.

- Prepare BRDs/user requirements and coordinate UAT, testing, deployment, and issue resolution.

- Ensure accurate mapping of member, transaction, points, sales, redemption, and reward data.

1. Sales &
- Business Integration

- Work closely with Sales teams to link loyalty activity with the business funnel: Member Enrolment Visits/Engagement Lead Creation Project Conversion Sales Reward Qualification.

- Develop dashboards and review mechanisms for SO/ASM/BM/RSM-level visibility.

- Identify high-potential members/accounts and create focused activation plans.

- Support Sales teams with actionable insights to drive demand generation and business growth.

1. Analytics &
- Performance Reporting

- Develop and maintain program dashboards covering:

- Enrolment

- Active members

- Transactions/sales

- Points earned

- Redemption

- Member engagement

- Reward liability

- ROI

- Analyse member behaviour and identify opportunities for growth.

- Provide periodic management reports and actionable recommendations.

1. Vendor &
- Partner Management

- Manage loyalty technology, reward, eGV, travel, and other program partners.

- Evaluate vendor performance, commercials, SLAs, and service quality.

- Ensure timely resolution of operational and member-related issues.

📌 Deputy Manager Influencer Marketing (Delhi)
🏢 Merino Industries
📍 Delhi