Executive Loyalty Program Management

Executive Loyalty Program Management

Department: Marketing
Location: Noida
Experience: 23 Years

Job Purpose

The Executive Loyalty Program will be responsible for managing day-to-day activities of the companys loyalty program, including member engagement, outbound/inbound calling, new member registration, activation, event participation, reward redemption and referral generation. The role will ensure effective communication with loyalty members and maintain accurate member information and interactions in the CRM.

Key Responsibilities

• Manage inbound and outbound calls to loyalty members as per defined daily/monthly productivity targets.
• Drive activation and engagement of inactive loyalty members through structured calling campaigns and follow-ups.
• Generate new loyalty member registrations, particularly among carpenters and channel partners.
• Coordinate and support member participation in CPC, Carpenter Meets, Dealer Meets and other loyalty program events.
• Verify, update and maintain accurate member information and database records in the CRM.
• Assist loyalty members with reward redemption requests and ensure resolution within defined SLA.
• Generate project referrals, business leads and new opportunities through loyalty member interactions.
• Ensure timely follow-up with members on registrations, activations, events, rewards and other program activities.
• Maintain positive relationships with loyalty members and address their queries and concerns effectively.
• Follow approved calling scripts, communication guidelines and quality standards during member interactions.
• Record calls, member feedback, outcomes, follow-ups and other interactions accurately in the CRM.
• Prepare regular reports on calling productivity, member activation, registrations, referrals, redemptions and engagement activities.
• Collect member feedback and share insights with the Marketing/Loyalty Program team to improve member engagement and program effectiveness.
• Ensure adherence to loyalty program processes, SOPs, CRM workflows and defined service standards.

Required Candidate Profile

Education: MBA/PGDM in Marketing

Experience: 2–3 years of experience in Customer Engagement, Loyalty Programs, Inside Sales, Telecalling, CRM, Customer Relationship Management or Marketing Operations. Experience in building materials, architectural products, paints, adhesives, construction or related industries will be preferred.

Required Skills

• Excellent verbal communication and interpersonal skills.
• Strong telecalling and customer engagement skills.
• Good follow-up and relationship management abilities.
• Customer-centric and service-oriented approach.
• Good working knowledge of CRM systems and MS Excel.
• Ability to handle member queries and resolve issues effectively.
• Target-oriented and disciplined approach.
• Good data management and reporting skills.
• Ability to work with calling scripts, SLAs and defined processes.