Job Purpose

Lead the loyalty analytics and insights function for Maharaja Club, owning the analytics roadmap, strategic segmentation, and lifecycle measurement. The role is accountable for driving personalization, CLM‑led revenue, and real‑time performance visibility through robust analytics, automation, and governance. Partnering closely with marketing, product, and technology teams, this role enables data‑led decisions that shape loyalty propositions, optimize campaigns, and accelerate programme growth.

Key Accountabilities

Strategic Ownership

Own the loyalty analytics roadmap and deliver scalable, future‑ready data solutions.
Define and monitor loyalty KPIs, health scorecards, and dashboards across markets and segments.
Support long‑term business cases for programme evolution (tiers, partnerships, benefits, redemptions).

Advanced Analytics & Insights

Lead modelling for segmentation, churn, CLV, and tier migration.
Drive pre‑ and post‑campaign analysis to identify performance drivers and optimization levers.
Convert behavioural data into actionable insights for personalization and proposition design.

Lifecycle Performance & CLM Optimization

Measure and optimize lifecycle journeys (onboarding, retention, upgrades, reactivation).
Identify drop‑offs and gaps across journeys using data‑led diagnostics.
Execute A/B and multivariate testing to improve CLM effectiveness.

Segmentation & Personalization

Design and evolve value‑based, behavioural, and RFM segmentation frameworks.
Enable data‑driven targeting for personalized, high‑impact communications.
Build strategic audiences for experimentation and differentiated benefits.

Campaign Measurement & ROI

Establish attribution frameworks and benchmarks for lifecycle and partner campaigns.
Deliver actionable post‑campaign insights to marketing and product teams.
Track revenue uplift, ROI, and member actions driven by campaigns.

Data Quality & Governance

Ensure data integrity, privacy compliance, and reporting governance.
Oversee BI tools, SQL‑based reporting, and model validation.
Partner with IT/data teams to enable real‑time analytics and scalability.

Commercial Collaboration

Partner cross‑functionally to assess campaign, tier, and redemption profitability.
Build models linking engagement to revenue, retention, and brand affinity.
Support CLM and lifecycle strategy to maximize customer lifetime value.

Education & Experience

Education

Master's / MBA / PGDM / equivalent, preferably in Marketing or Business Analytics

Experience

Minimum: 5–7 years managing CRM/CLM in digital or data‑driven organisations
Hands‑on experience with MarTech platforms (Adobe Campaign, MoEngage, Clevertap, etc.)
Preferred: Demonstrated success in driving engagement, lifecycle journeys, and measurable business outcomes through analytics

Senior Manager - Loyalty CLM & Automation