PAID LOYALTY PROGRAM MANAGER

ROLE DESCRIPTION

Role Overview

This role owns the full lifecycle of Shoppers Stop's paid loyalty membership program, from proposition design and member experience to commercial performance and P&L; accountability. The incumbent will be responsible for driving sustainable growth in enrollment, engagement, retention, and program revenue while ensuring the program delivers measurable value to both members and the business.

Program Strategy & Proposition

- Own and evolve the paid loyalty program structure, including tier architecture, benefit design, pricing, and member value proposition.
- Conduct ongoing consumer, competitive, and market research to identify innovation opportunities and proposition gaps.
- Define and manage the annual program roadmap aligned with broader business goals.

Commercial Ownership & P&L;
- Own end-to-end program P&L; including enrollment income, renewal revenue, reward costs, and partner-funded contributions.
- Lead annual budgeting, forecasting, and cost optimization while tracking ROI across program investments.
- Drive program monetization through alliances, partner-funded campaigns, sponsorships, and co-marketing initiatives.

Member Acquisition, Engagement & Retention
- Drive enrollment, activation, renewal, and reactivation performance across stores and digital channels.
- Develop engagement strategies across CRM, events, and member experiences to increase frequency, spend, and retention.
- Build targeted interventions to win back lapsed members and improve lifecycle engagement.

Partnerships & Alliances
- Identify, negotiate,



and manage strategic partnerships that enhance member value and generate incremental revenue.
- Support co-branded card initiatives with banking partners across acquisition, activation, and spend objectives.
- Continuously review alliance effectiveness for renewal, expansion, or optimization opportunities.

Governance & Operations
- Ensure governance, compliance, audit readiness, SOP adherence, and benefit fulfillment accuracy.
- Manage agencies, vendors, and technology partners against defined SLAs and business outcomes.
- Present performance reviews, insights, and recommendations to senior leadership regularly.

Metrics

Enrollments, renewal rate, net member additions, paid member penetration

30-Day Activation Rate, 60-Day Activation Rate, 90-Day Activation Rate

Active member rate, lapsed member winback rate, member retention rate

Current-to-Repeat conversion rate, visit frequency, repeat purchase rate

Enrollment income, renewal income, partner revenue, member contribution to sales

Program P&L;, reward cost ratio, ROI, cost per acquisition

Partner-funded revenue, co-brand card acquisition and spend performance

NPS, CSAT, service recovery resolution metrics

Qualifications & Experience

- MBA / PGDM from a recognized institution.
- 5-8 years of experience, including at least 3-4 years in loyalty program management, CRM, partnerships, or customer lifecycle marketing.
- Experience in Retail, Banking, Aviation, Hospitality, or loyalty-focused consulting/agency environments preferred.
- Proven experience managing a paid membership or subscription program with direct P&L; ownership strongly preferred.

📌 Loyalty Program Manager (Mumbai)
🏢 Shoppers Stop
📍 Mumbai