Assistant Manager Loyalty Operations

CIEL HR; Kozhikode district; On-site; INR 600,000 - 900,000; Full time

Job summary

CIEL HR seeks an Assistant Manager Engagement and Loyalty Operations to support customer engagement, loyalty, retention and CRM across our retail network. You will ensure enrolment, accurate data capture, benefits management and campaign execution across stores and digital channels.

You will supervise Executives Customer Loyalty, monitor productivity and quality of customer interactions, and coordinate with Marketing, IT, CRM, Analytics and others to boost retention and repeat purchases.

Qualifications

• 3–6 years of relevant experience in CRM, customer loyalty, retail operations, telesales, customer service, or digital engagement.
• Experience in a multi-store retail environment is preferred.
• Experience with CRM, loyalty, POS, ERP, customer-care, or campaign-management platforms is preferred.

Responsibilities

• Support execution and monitoring of customer engagement, loyalty, retention, and CRM activities across the retail network.
• Ensure effective customer enrolment and accurate customer-data capture; manage loyalty-benefits and campaigns.
• Coordinate with Store Operations, Marketing, Customer Care, Digital, E-commerce, IT, CRM, Finance, Analytics and other teams to improve retention and repeat purchases.

Skills

CRM platforms

Loyalty programs

Retail operations

Telesales

Customer service

Digital engagement

Education

Bachelor's degree in Business/Marketing/Commerce/Retail Management

MBA or PG in Marketing/CRM/Retail/Customer Experience

Job description

Role & responsibilities

The Assistant Manager Engagement and Loyalty Operations is responsible for supporting the execution and monitoring of customer engagement, loyalty, retention, and CRM activities across the retail network. The role ensures effective customer enrolment, accurate customer-data capture, loyalty-benefit management, campaign execution, customer follow-up, and reactivation activities across stores and digital channels.

The role supervises Executives Customer Loyalty, monitors their productivity and quality of customer interactions, and coordinates with Store Operations, Marketing, Customer Care, Digital, E-commerce, IT, CRM, Finance, Analytics, and other relevant teams to improve customer retention, repeat purchases.

Preferred candidate profile

Educational Qualification

• Bachelors degree in Business Administration, Marketing, Commerce, Retail Management, or a related field.

• MBA/Postgraduate qualification in Marketing, CRM, Retail, Customer Experience, or a related discipline will be an advantage.

Experience

• Approximately 3–6 years of relevant experience in CRM, customer loyalty, retail operations, telesales, customer service, or digital engagement.

• Experience in a multi-store retail environment is preferred.
• Experience with CRM, loyalty, POS, ERP, customer-care, or campaign-management platforms is preferred.