Profile Overview:

Customer Insights and Analytics

Conduct comprehensive customer behavior analysis to drive actionable insights, such as identifying bulk buyers, redeemers, and transitions between online and offline purchasing.
Use advanced analytics to personalize campaigns and improve customer engagement across segments.

Customer Segmentation and Personalization

Utilize customer data to define and segment target audiences, creating personalized marketing and communication strategies.

Drive Capillary (Loyalty Partner)

should have hands-on experience and strong understanding of Capillary tools, campaign management, CRM modules, customer lifecycle journeys, rewards configuration, analytics dashboards, and integrations.

Data Management and Reconciliation

Ensure data accuracy and consistency across systems by addressing discrepancies in loyalty penetration reports and other datasets
Build scalable and optimized data pipelines for reconciliation and reporting purpose

Primary Responsibilities:

Designing long term strategic loyalty programs
Identifying loyal, and potentially loyal, customers and then attracting and retaining them with rewards
Drive segmentation of customer cohorts and devise specific strategies to retain them
Ensure delivery of training to ensure front line store staff drive acquisition and retention
Perform Fraud Detection Analysis and identify fraud customers data and suggest action plans, precautionary measures accordingly
Ability to query loyalty database and do ad-hoc analysis and hypothesis validation
Drive implementation of AI/ML models for segmentation, churn management and fraud detection
Increase the revenue base by managing customer retention, renewal and account growth
Resolve major customer issue with the help of Category Teams
Develop competitive intelligence data assets and dashboards tracking customer behavior to identify opportunities for the business
Preparing financial forecasts for loyalty program liabilities

Experience & Education:

Customer Loyalty Manager