Loyalty SME

Loyalty SME / Functional Lead

Experience: 15+ Years

Location: PAN India

We are looking for an experienced Loyalty SME / Functional Lead to drive loyalty strategy, program design, customer engagement, and transformation for a large-scale retail environment.

Key Responsibilities:

• Lead end-to-end loyalty strategy and program design, including tiers, points, rewards, promotions, personalization, and member engagement journeys.
• Drive customer lifecycle, engagement, and retention strategies.
• Lead requirement gathering, functional workshops, and discussions with senior business stakeholders.
• Define loyalty business processes, operating models, KPIs, and success metrics.
• Work closely with CRM, Marketing, Analytics, Product, and Technology teams to translate business requirements into functional solutions.
• Provide functional leadership across cross-functional business and delivery teams.
• Support solution discussions, client presentations, and transformation initiatives.

What We’re Looking For:

• 15+ years of experience in Loyalty, CRM, Customer Engagement, or Marketing Transformation.
• Strong experience designing and managing enterprise-scale loyalty programs.
• Deep understanding of loyalty economics, tiers, points, rewards, promotions, retention, and personalization.
• Experience in Retail, Consumer Goods, eCommerce, or Omnichannel environments.
• Strong functional consulting, stakeholder management, and communication skills.
• Ability to engage with senior stakeholders and lead business and functional discussions.

Key Skills:

Loyalty Strategy | Loyalty Program Design | CRM | Customer Engagement | Customer Lifecycle Management | Rewards & Promotions | Personalization | Retail / eCommerce | Business Analysis | Stakeholder Management