Job Description

:Job Summary:The Bank Loyalty Manager is responsible for designing, executing, and optimizing customer loyalty and rewards programs for Credit Cards to drive customer engagement, retention, and satisfaction. This role will focus on analyzing customer behavior, managing loyalty campaigns, and ensuring alignment with the bank's overall marketing and customer retention strategies.Key Responsibilities: * Loyalty Program Design & Management:

• Develop and manage the bank's loyalty and rewards programs.
• Design programs that align with customer needs and the bank's business objectives.
• Evaluate and optimize existing programs based on customer feedback and market trends.
• Customer Engagement & Retention:

• Work closely with the customer relationship team to ensure the loyalty programs promote long-term customer engagement.
• Analyze customer data to identify segments and create personalized offers.
• Develop strategies to enhance customer lifetime value (CLV) through loyalty programs.
• Campaign Execution:

• Plan and execute loyalty marketing campaigns, promotions, and events.
• Collaborate with cross-functional teams such as product, marketing, and sales to drive program success.
• Manage external vendors and partners for program implementation and reward fulfillment.
• Data Analysis & Reporting:

• Use data-driven insights to track the performance of loyalty programs.
• Provide regular reports on program ROI, customer behavior, and key performance metrics.
• Conduct customer surveys and feedback sessions to gauge program success.
• Partnerships & Collaborations:

• Identify and negotiate partnerships with third-party vendors for exclusive customer benefits.
• Explore co-branded loyalty initiatives with other businesses or sectors to enhance program offerings.
• Customer Experience Optimization:

• Ensure that the customer journey within the loyalty programs is seamless and adds value.
• Implement feedback loops to continuously improve the customer experience.

Key Requirements: * Educational Qualifications:

• Bachelor's degree in Marketing, Business Administration, or a related field.
• MBA or Master's in Marketing.
• Experience:

• 5-7 years of experience in customer loyalty programs, preferably in the banking or financial services sector.
• Experience in customer segmentation, data analytics, and campaign management.
• Skills & Competencies:

• Strong understanding of loyalty program mechanics and customer retention strategies.
• Excellent analytical skills with experience in data-driven decision-making.
• Proficiency in CRM tools, marketing automation, and analytics platforms.
• Strong communication and interpersonal skills for internal and external stakeholder management.
• Ability to manage multiple projects and deadlines in a fast-paced environment.
• Behavioral Competencies:

• Customer-centric mindset.
• Strategic thinking with attention to detail.
• Proactive problem-solving skills.
• Team player with leadership capabilities.

Performance Indicators:

• Increase in customer retention rate.
• Growth in customer lifetime value (CLV).
• Reduction in customer churn.
• Program participation and engagement rates.
• Return on investment (ROI) of loyalty initiatives.

Kotak Mahindra Bank