Manager - Loyalty Analytics

Overview: The Manager – CLM & Data Analytics will play a pivotal role in enhancing our digital experience across global markets by leveraging data insights to transform and optimize our Maharaja Club loyalty program.  

This position focuses on developing and refining the member lifecycle and communication strategies to increase enrolment and engagement with the loyalty program.  

The ideal candidate will have a deep understanding of CRM systems, digital marketing analytics, and customer engagement strategies, with hands-on experience in Adobe Campaign Management and SQL.  

This role also involves leading a team to maximize the value generated from CRM and digital initiatives by delivering data-driven, personalized communications to both new and existing members. 

Key Responsibilities: 

1. Use advanced analytics tool - Adobe Campaign Management (ACM) to analyze customer data and provide actionable insights that guide marketing strategies and drive business growth. 
2. Conduct a range of analyses using SQL, from exploratory to targeted research, to inform marketing activities throughout the customer engagement lifecycle. 
3. Design and execute member lifecycle campaigns across multiple digital channels (ecommerce, email, social, app) to increase program enrollments and deepen engagement. 
4. Lead the development of digital analytics capabilities, ensuring ACM is optimized for enhancing the digital experience and achieving key business objectives. 
5. Identify and implement opportunities for targeted, personalized communications that drive additional revenue from key consumer segments. 
6. Collaborate with cross-functional stakeholders to co-develop a comprehensive CRM and digital strategy roadmap, focusing on real-time, event-driven, omnichannel, and dynamic messaging capabilities. 
7. Run post-campaign performance analyses, generating insights to inform future marketing strategies and improve overall campaign effectiveness and present complex findings in a clear, actionable manner through dashboards and reports, tailored for various stakeholders, including executive leadership. 
8. Develop segmentation and personalization strategies to enhance customer experiences and maximize campaign impact. 

Skills & Qualifications: 

• Strong knowledge and hands-on experience with Adobe Campaign Management. 
• Expertise in writing and tuning SQL queries. 
• Experience in advanced analytics techniques, hypothesis testing, predictive modeling, and working with disparate data sources. 
• Deep understanding of CRM channels (Email, WhatsApp, Push Notifications) and experience with CRM databases and digital customer engagement strategies. 
• Strong project management skills, with the ability to manage multiple projects simultaneously in a fast-paced, dynamic environment. 
• 6-8 years of experience in analytics or marketing analytics, with a focus on B2C and eCommerce industries preferred.