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Maruti Suzuki India Ltd
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Loyalty Manager

Loyalty Manager

Maruti Suzuki India Ltd

6 years

0 Lacs

Delhi

Posted:2 weeks ago| Platform: GlassDoor logo

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Skills Required

retention engagement collaboration drive design service testing segmentation compliance reconciliation automation benchmarking regulations data crm salesforce marketing analytics visualization reporting excel powerpoint security communication negotiation

Work Mode

On-site

Job Type

Part Time

Job Description

Job Title: Loyalty Manager,
Job Purpose To strategize, implement, and optimize the loyalty program aimed at increasing customer retention, enhancing engagement, and maximizing customer lifetime value. The role involves cross-functional collaboration to deliver meaningful rewards, drive repeat sales, and build long-term customer relationships. Key Responsibilities

Design and evolve loyalty program frameworks across sales, service, insurance, and repurchase touchpoints
Map customer journeys and pitch relevant offers to drive retention and upsell/cross-sell opportunities
Collaborate with internal teams and external partners for seamless program execution and system integration
Plan and execute targeted campaigns using digital channels; optimize through A/B testing and analytics
Monitor KPIs such as program adoption, customer segmentation, and ROI alignment with business goals
Identify and onboard reward and redemption partners; ensure SLA compliance and customer satisfaction
Ensure adherence to DPDP privacy guidelines and implement fraud prevention mechanisms
Manage loyalty platform operations, financial reconciliation, and automation initiatives

Major Challenges

Keeping pace with evolving loyalty technologies and benchmarking best practices
Deep understanding of customer lifecycle and engagement strategies
Navigating privacy regulations and ensuring data security
Measuring and optimizing program ROI and customer experience

Skills & Qualifications
Education: B.Tech/MBA
Experience: 2–6 years in CRM, loyalty, and customer experience roles, preferably in the retail sector
Technical Skills:

Loyalty platform expertise (e.g., MoEngage, Salesforce Marketing Cloud)
Data analytics, segmentation, and visualization tools
Campaign reporting and ROI tracking
Microsoft Excel and PowerPoint proficiency
Compliance and security awareness

Behavioral Competencies

Customer Obsession
Analytical Thinking
Stakeholder Management
Innovation & Agility
Accountability & Ownership
Communication & Negotiation Skills

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Maruti Suzuki India Ltd

Automotive

New Delhi

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Loyalty Manager