Role Overview:
The role is responsible for driving customer engagement initiatives across key projects as a Single Point of Contact (SPOC), ensuring seamless execution across functions. It focuses on enhancing customer experience, building strategic partnerships, delivering high-impact engagement events and enabling loyalty-led revenue generation with measurable business outcomes.
Key Responsibilities:
1. Customer Engagement & SPOC Ownership
- Act as the central SPOC for all customer engagement initiatives across assigned projects
- Ensure seamless coordination between CRM, hospitality, partnerships and sales teams
- Drive consistent, high-quality customer touchpoints across the customer lifecycle
- Strengthen customer experience through structured engagement frameworks
2. Partnerships & Alliances (Execution-Focused)
- Identify, evaluate and onboard relevant mid-tier brand partners across lifestyle, home, wellness and local services
- Drive value-based partnerships for customer engagement initiatives, events and gifting
- Maintain and track partnership pipeline, performance and deliverables
- Ensure partnerships contribute to enhanced customer experience and business value
3. Event Management (Customer-Facing)
- Conceptualize, plan and execute customer engagement events (small to mid-scale)
- Collaborate with club and hospitality teams for seamless on-ground execution
- Own end-to-end event lifecycle including:
- Event planning and calendarization
- Vendor management and coordination
- Customer communication and participation management
- Ensuring events drive engagement, customer satisfaction and potential sales opportunities
4. Leads & Revenue (L&R) Enablement
- Collaborate closely with Relationship Managers (RMs) to drive lead generation through engagement initiatives
- Track and monitor the conversion funnel from engagement activities
- Analyze and improve key metrics: Participation → Leads → Conversion
- Align engagement strategies with revenue generation objectives
5. Loyalty & Customer Lifecycle Management
- Drive loyalty-led engagement initiatives to enhance customer retention and advocacy
- Contribute to designing and executing customer lifecycle engagement strategies
- Ensure alignment between engagement initiatives and long-term customer value creation
6. Data, Reporting & Governance
- Own and manage Excel-based trackers, dashboards and performance reports
- Develop structured management presentations for leadership reviews
- Monitor budgets, ensure cost optimization and maintain financial discipline
- Ensure governance, process adherence and reporting accuracy
Key Metrics (Indicative KPIs)
- Event participation & engagement rates
- Leads generated through engagement initiatives
- Conversion contribution from L&R initiatives
- Partnership value delivered (revenue / cost savings / experience enhancement)
- Customer satisfaction / feedback scores
Candidate Profile Experience
- 5–8 years (Manager) / 7–10 years (Sr. Manager)
- Background in:
- Customer engagement / CRM
- Events / hospitality / real estate / lifestyle services
- Loyalty programs or customer lifecycle roles
Key Competencies
- Customer-first mindset with a practical execution approach
- Customer-centric mindset with a strong focus on experience delivery
- High ownership and result orientation
- Strong analytical and problem-solving ability
- Ability to operate effectively in a fast-paced, cross-functional environment
- Excellent organizational and stakeholder management skills
Key Skills
- Strong execution & coordination ability
- Good understanding of customer experience & engagement frameworks
- Working knowledge of partnerships & vendor management
- Advanced proficiency in:
- MS Excel
- PowerPoint (structured storytelling)
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