Key Responsibilities
Loyalty Program Strategy & Management
- Lead the end-to-end lifecycle of customer loyalty and rewards programs.
- Define loyalty program requirements, customer journeys, rewards structures, tiering models, and engagement strategies.
- Develop loyalty propositions aligned with business goals and customer expectations.
- Drive program enhancements to improve member acquisition, retention, and engagement.
- Monitor program performance and recommend continuous improvements. Functional Leadership
- Act as the primary business and functional SME for loyalty solutions.
- Gather, analyze, and document business requirements and functional specifications.
- Translate business needs into functional requirements for technology and implementation teams.
- Conduct solution reviews and validate loyalty system configurations.
- Support UAT, business validation, and production rollouts. Stakeholder Management
- Partner with Marketing, Product, Digital, CRM, Customer Experience, and Operations teams.
- Coordinate with technology teams, vendors, and implementation partners.
- Facilitate workshops, requirement discussions, and solution walkthroughs.
- Provide recommendations based on customer behavior and loyalty analytics. Loyalty Operations
- Manage points accrual, redemption, promotions, rewards, and membership lifecycle processes.
- Define customer segmentation strategies and personalized campaigns.
- Ensure compliance with loyalty program policies and operational procedures.
- Support issue resolution and continuous operational improvements. Key Functional Areas Loyalty Program Management




- Points-Based Loyalty Programs
- Tier-Based Loyalty Programs
- Rewards and Redemption Management
- Cashback Programs
- Coalition Loyalty Programs
- Membership Lifecycle Management
- Customer Retention Programs
- Campaign Management Customer Engagement
- Customer Experience (CX)
- CRM Integration
- Omnichannel Engagement
- Personalization Strategies
- Customer Segmentation
- Customer Lifetime Value (CLV)
- Customer Retention Analytics Loyalty Business Processes
- Earn and Burn Models
- Tier Qualification Rules
- Rewards Catalog Management
- Promotional Campaigns
- Member Enrollment
- Customer Journey Mapping
- Loyalty Partner Management Required Skills & Qualifications Functional Expertise
- Robust experience in Loyalty Program Management and Customer Engagement.
- Deep understanding of loyalty program design, rewards management, and customer retention strategies.
- Experience gathering and documenting business and functional requirements.
- Ability to translate business needs into functional specifications.
- Experience with customer segmentation and campaign management.
- Knowledge of loyalty KPIs and performance measurement. Domain Knowledge
- Customer Loyalty Management
- Customer Relationship Management (CRM)
- Rewards Programs
- Digital Customer Journeys
- Marketing Automation
- Retail and Consumer Behavior
- Customer Analytics Analytical Skills
- Customer Behavior Analysis
- Loyalty Metrics Reporting
- Program Performance Analysis
- Campaign Effectiveness Assessment
- Data-Driven Decision Making

📌 Loyalty SME (India)
🏢 Tata Consultancy Services
📍 India