Loyalty SME (Functional Lead) - S

Tata Consultancy Services; India; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Tata Consultancy Services Limited seeks a Senior Loyalty Program Manager to own the end-to-end lifecycle of customer loyalty and rewards programs, defining journeys, rewards structures, tiering, and engagement strategies across omni-channel touchpoints.

You will collaborate with Marketing, Product, CRM, Customer Experience, and Operations to translate business requirements into functional specs, manage point accrual and redemption logic, and continuously improve programs through analytics and

Qualifications

• Strong experience in Loyalty Program Management and Customer Engagement.
• Deep understanding of loyalty program design, rewards management, and customer retention strategies.
• Experience gathering and documenting business and functional requirements.
• Ability to translate business needs into functional specifications.
• Experience with customer segmentation and campaign management.
• Knowledge of loyalty KPIs and performance measurement.

Responsibilities

• Lead the end-to-end lifecycle of loyalty and rewards programs.
• Define loyalty requirements, journeys, rewards structures, tiering models, and engagement strategies.
• Develop loyalty propositions aligned with business goals and customer expectations.
• Drive program enhancements to improve member acquisition, retention, and engagement.
• Monitor program performance and recommend continuous improvements.
• Act as the SME for loyalty solutions and validate configurations.
• Gather, analyze, and document business requirements and translate them into functional specs.
• Support UAT, validation, and production rollouts.
• Manage points accrual, redemption, promotions, rewards, and membership lifecycles.

Skills

Loyalty Mgmt

Customer Engagement

Requirements Gathering

Functional Specs

Customer Segmentation

KPIs & Metrics

Data-Driven Decisions

Job description

Key Responsibilities

Loyalty Program Strategy & Management

• Lead the end-to-end lifecycle of customer loyalty and rewards programs.
• Define loyalty program requirements, customer journeys, rewards structures, tiering models, and engagement strategies.
• Develop loyalty propositions aligned with business goals and customer expectations.
• Drive program enhancements to improve member acquisition, retention, and engagement.
• Monitor program performance and recommend continuous improvements.

Functional Leadership

• Act as the primary business and functional SME for loyalty solutions.
• Gather, analyze, and document business requirements and functional specifications.
• Translate business needs into functional requirements for technology and implementation teams.
• Conduct solution reviews and validate loyalty system configurations.
• Support UAT, business validation, and production rollouts.

Stakeholder Management

• Partner with Marketing, Product, Digital, CRM, Customer Experience, and Operations teams.
• Coordinate with technology teams, vendors, and implementation partners.
• Facilitate workshops, requirement discussions, and solution walkthroughs.
• Provide recommendations based on customer behavior and loyalty analytics.

Loyalty Operations

• Manage points accrual, redemption, promotions, rewards, and membership lifecycle processes.
• Define customer segmentation strategies and personalized campaigns.
• Ensure compliance with loyalty program policies and operational procedures.
• Support issue resolution and continuous operational improvements.

Key Functional Areas

Loyalty Program Management

• Points-Based Loyalty Programs
• Tier-Based Loyalty Programs
• Rewards and Redemption Management
• Cashback Programs
• Coalition Loyalty Programs
• Membership Lifecycle Management
• Customer Retention Programs
• Campaign Management

Customer Engagement

• Customer Experience (CX)
• CRM Integration
• Omnichannel Engagement
• Personalization Strategies
• Customer Segmentation
• Customer Lifetime Value (CLV)
• Customer Retention Analytics

Loyalty Business Processes

• Earn and Burn Models
• Tier Qualification Rules
• Rewards Catalog Management
• Promotional Campaigns
• Member Enrollment
• Customer Journey Mapping
• Loyalty Partner Management

Required Skills & Qualifications

Functional Expertise

• Strong experience in Loyalty Program Management and Customer Engagement.
• Deep understanding of loyalty program design, rewards management, and customer retention strategies.
• Experience gathering and documenting business and functional requirements.
• Ability to translate business needs into functional specifications.
• Experience with customer segmentation and campaign management.
• Knowledge of loyalty KPIs and performance measurement.

Domain Knowledge

• Customer Loyalty Management
• Customer Relationship Management (CRM)
• Rewards Programs
• Digital Customer Journeys
• Marketing Automation
• Retail and Consumer Behavior
• Customer Analytics

Analytical Skills

• Customer Behavior Analysis
• Loyalty Metrics Reporting
• Program Performance Analysis
• Campaign Effectiveness Assessment
• Data-Driven Decision Making