Loyalty Program Manager

Hector And Streak Consulting; Mumbai; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Hector And Streak Consulting in Mumbai, India is seeking a seasoned Loyalty Program Manager to lead and scale our loyalty and engagement ecosystem targeting influencers and trade partners such as masons, plumbers, and contractors. The role emphasizes data-driven strategy, lifecycle management and cross-functional collaboration.

You will own program design, drive active participation, optimize LTV and work with regional teams to execute targeted campaigns and on-ground activation across regional

Qualifications

• MBA/PG in Marketing or related field.
• 6–7 years total experience, 3–5 years in loyalty programs, CRM or channel/influencer marketing.
• Proven track record of scaling trade-focused loyalty programs.

Responsibilities

• Scale the loyalty program nationwide for masons, plumbers and contractors.
• Design end-to-end lifecycle strategies from onboarding to tier upgrades.
• Improve benefits, rewards, points, and redemption catalogues.
• Monitor KPIs, segment campaigns, and drive ROI.
• Collaborate with sales, regional teams, and vendors for on-ground activation.

Skills

Strategic thinking

Data-driven

Stakeholder management

Communication skills

Analytical mindset

Education

MBA / PG Marketing

Tools

Loyalty CRM platforms

Mobile app ecosystems

Marketing automation tools

Job description

Job Description:

Loyalty Program Manager

Position:

Loyalty Program Manager

Department:

Marketing & Channel Engagement

Reports to:

Chief Marketing Officer

Position Summary

We are looking for an experienced, strategic, and data-driven Loyalty Program Manager to lead, scale, and optimize our loyalty and engagement ecosystem targeting influencers and trade partners (specifically masons, plumbers, contractors and tile applicators).

In this critical role, you will be responsible for driving active participation, enhancing lifetime value (LTV) and scaling our influencer loyalty program across key regional markets. You will combine sharp strategic vision with ground-level execution to turn trade influencers into passionate brand advocates.

Key Responsibilities

1. Program Strategy & Scaling

• Scale the Ecosystem: Drive the strategic expansion of the loyalty program to onboard new masons, plumbers and contractors nationwide, significantly increasing active monthly engagement and tier progression.
• Lifecycle Management: Design and execute end-to-end member lifecycle strategiesfrom seamless onboarding and first-scan activation to retention, reactivation and tier upgrade advocacy.
• Value Proposition Enhancement: Continuously evaluate and upgrade program benefits, reward structures, point-earning mechanics and redemption catalogues to maintain high desirability among trade partners.

2. Data Analytics & Performance Marketing

• Metrics Tracking: Monitor key program KPIs including Active Participation Rate (APR), point accumulation vs. redemption ratios, cost-of-loyalty, repeat purchase behaviour, and ROI.
• Segmented Campaigns: Leverage data analytics to segment members based on region, project scale and buying behaviour to run targeted promotional campaigns and bonus point multipliers.
• Fraud Prevention & Integrity: Implement robust audit mechanisms and tracking systems to prevent leakage, fake scans and fraudulent claims within the trade network.

3. Channel Integration & Cross-Functional Collaboration

• Sales & Distribution Synergy: Work closely with the sales team, regional branch managers and channel partners to ensure the loyalty program acts as a pull mechanism at retail counters.
• Trade Outreach & On-Ground Activation: Partner with regional marketing teams to design impactful on-ground activation events, mason/plumber meets, product training sessions and localized promotional drives.
• Tech Platform Ownership: Collaborate with digital/IT vendors to ensure smooth operation, high uptime and user-friendly UX for the loyalty mobile app or SMS/WhatsApp-based redemption gateways.

4. Communication & Engagement

• Personalized Outreach: Drive direct communication strategies via WhatsApp, SMS, and vernacular push notifications to keep members engaged and informed about ongoing schemes, milestone rewards and contests.
• Feedback Loops: Regularly conduct VOC (Voice of Customer) surveys and field focus groups with masons and plumbers to gather insights and refine program rules.

Candidate Profile & Requirements

• Education: MBA / Post Graduate degree in Marketing, Business Administration, or related fields.
• Experience: 6 to 7 years of total experience, with at least 3-5 years specifically managing loyalty programs, CRM or channel/influencer marketing within the building materials, consumer durables, hardware, paints, or cement/ceramics industries.
• Proven track record of scaling trade-focused loyalty programs (targeting masons, plumbers, carpenters, or contractors) from the ground up.
• Strategic & Analytical Mindset: Strong capability to analyse large datasets, interpret trade behaviour, and translate insights into actionable, revenue-driving loyalty initiatives.
• Industry Acumen: Deep understanding of the Indian construction, interior, and hardware ecosystem, particularly the influence and purchasing behaviour of local contractors and labour unions.
• Tech-Savviness: Familiarity with modern loyalty CRM platforms, mobile app ecosystems, and automated marketing tools.
• Communication Skills: Excellent stakeholder management skills and the ability to collaborate effectively with regional sales teams and external vendor partners.