Manager Customer Experience

Job Description: Manager - Customer Experience (Loyalty Programs) Job Purpose The Manager/ Asst Manager - Customer Experience will lead the strategic management and operational excellence of our retail contractor loyalty program, driving engagement, retention, and business value through effective program design and execution.

In addition, the incumbent would support the function head in execution of Customer Experience projects spanning Loyalty, Customer VoC, Training, Digitalisation. This role ensures alignment with organizational objectives while delivering measurable improvements in business outcomes. The role requires working closely with multiple stakeholders at all levels of the organisation across functions and geographies.

Ability to think Strategically as well as execute tactically are both critical for this role.

Roles And Responsibilities

Primary Responsibilities: Loyalty Program Management

Strategic Program Leadership

• Own management of the retail contractor loyalty program, ensuring alignment with organizational priorities and business objectives
• Define and refine program objectives, value propositions, and rewards structures based on contractor needs and business goals
• Conduct regular program health assessments and implement corrective actions to optimize performance

Process Excellence and Operations

• Establish and maintain robust operational processes for program administration, including eligibility verification, points accrual, redemption management, and dispute resolution
• Ensure seamless coordination between internal stakeholders (finance, IT, sales, marketing, operations) and external partners (vendors, technology providers)
• Develop standard operating procedures, process documentation, and training materials for program operations
• Monitor program compliance with regulatory requirements and company policies

Performance Management and Analytics

• Define, track, and report on key performance indicators (KPIs) including enrollment rates, active participation, redemption patterns, contractor retention, incremental spend, and program ROI
• Conduct data-driven analysis to identify trends, insights, and opportunities for program optimization
• Prepare regular performance dashboards and executive presentations on program health and impact
• Establish benchmarks and continuously monitor performance against industry standards

Vendor and Stakeholder Management

• Manage relationships with technology platforms, rewards catalog providers, and program partners
• Negotiate vendor contracts and service level agreements to ensure cost-effectiveness and quality
• Serve as primary point of contact for contractor inquiries, feedback, and escalations related to the loyalty program
• Collaborate with cross-functional teams to integrate loyalty initiatives into broader business processes

Secondary Responsibilities: Customer Experience Enhancement

Support execution on CX Projects

• Support customer experience initiatives to gather customer VoC and translate into actionable inputs for the organization
• Identify pain points in customer journey and recommend solutions to enhance satisfaction
• Co-ordinate with different customer segments to operationalize targeted training programs
• Contribute in management and execution of digitalization projects

Communication and Coordination

• Assist in developing customer communication strategies across touchpoints, plan and execute the communication calendar
• Cross functional coordination on customer experience initiatives
• Support the planning and execution of customer engagement events

Desired Work Experience

Essential Experience

• 5-7 years of relevant work experience in customer experience, loyalty program management, customer marketing, relationship management, digitalisation
• Minimum 2-3 years of direct experience managing loyalty programs, membership programs, or customer retention initiatives
• Proven track record of managing B2B or B2B2C programs; experience with contractor, dealer, or distributor networks highly preferred
• Demonstrated experience working with cross-functional teams and managing multiple stakeholders

Preferred Experience

• Background in retail, construction, FMCG, automotive, or similar industries with dealer/contractor networks
• Experience managing loyalty program technology platforms and integration with CRM systems
• Exposure to customer analytics, segmentation, and predictive modeling
• E