Loyalty Programme Manager
Al Tayer Group
Total years of experience :11 years, 6 Months
Manage the Amber Rewards programme for the Al Tayer Group. Amber operates as a coalition loyalty programme for the group. The programme caters to premium luxury brands (including Bvlgari, YSL, Gucci, Armani, & Ferrari) across multiple categories in luxury fashion, jewellery, home, food & beverages, beauty & automobile. My key deliverable was to take the established rewards programme to its next growth phase
KEY DELIVERABLES
Building an Analytics based campaign practise with revenue deliverables for the loyalty programme
Transforming the programme - expanding the scope to cover new categories and markets
Creating functional system requirements & testing technology enhancements to support the programme
Overseeing a team to manage the operations of the programme across 140 stores across different markets
Conceptualise, create, launch and manage the Rewards programme for the value retail chain - Megamart - a division of Arvind brands. Strategize the programme to create customer equity and repeat purchase across 127 stores in over 45 cities. My key deliverables included building the rewards programme, growing customer contribution to business and growing overall business
KEY DELIVERABLES
Launched “SmartOne” a nationwide loyalty programme for Megamart in 45 cities in a months time
Positioned the loyalty programme - SmartOne - as an additional savings tool successfully in the minds of consumers
Through direct marketing, focussed communication built a member base of .1 million with a repeat purchase % of 30 within 6 months of launch
Created direct marketing properties that resulted in 70% sales growth against comparable periods
Strategize the marketing plan pan India, by working with a team of three Zonal Marketing Managers and 16 Customer Support desks and three direct reportees, with revenue targets of over Rs.3.5 billion and accountable for the marketing budget of Rs. 70 million annually in pursuit of business objectives. My key deliverables include building customer equity, growing customer share of wallet, category penetration and growing overall business
KEY DELIVERABLES
Resourceful in managing the Consumer Loyalty operations encompassing In-house programme, Coalition programme and Bank Co brand programme
Enhanced the Loyalty Programme contribution to revenue by 16% and average ticket size by 15%.
Strategically repositioned the In-house loyalty programme - The Inner Circle and initiated the tiering of the programme
Brought down team strength by 50% without compromising on performance and deliverables, through process optimisation and automation
Launched a national campaign to improve customer service and achieved 30% growth in customer satisfaction
Create the marketing plan for South India, by leading a team of 2 Marketing Managers; with revenue targets of Rs. 300 Million. My key deliverables include building brand awareness, growing market share, and enhancing member referral response
KEY DELIVERABLES
Corporate branding initiatives undertaken for Club Mahindra at major IT companies like Infosys, CTS, TCS and Texas Instruments which translated into business of Rs.15 Million.
Bagged the Best Marketing Team Award for the Year 2004-05.
Resourceful in augmenting the business growth in Karnataka by 50 %, through focus on Holiday Worlds and Member affinity programmes.
Achieved the lowest cost per acquisition across the country & was instrumental in contributing highest percentage towards the sales through marketing campaigns across the country.
Support Customer service operations for Mumbai
Call centre management, team management & escalations
CGPA as of fall 2014. This will change after Spring 2015. Seely Hinckley scholarship for academic excellence