Job Description

Position - Analyst - Client Servicing / Accounts Management / Customer RetentionNumber of Openings : 7Location Gurgaon sector 49Objective of this roleWe are seeking a dynamic and results-driven Client Servicing and Loyalty Program Manager to join our team. The ideal candidate will be responsible for providing exceptional service to our clients, managing the execution of loyalty programs, and ensuring an outstanding customer experience. You will be the key point of contact for our clients, ensuring that all their needs are met while fostering long-term relationships. Additionally, you will oversee the strategic design, execution, and optimization of customer loyalty programs to drive customer retention and business growth.Key Responsibilities:1. Client Servicing:- Serve as the primary point of contact for assigned clients, addressing any inquiries or concerns in a timely and professional manner.- Build and maintain strong, long-lasting client relationships through regular communication and personalized service.- Proactively identify opportunities to enhance the customer experience and deliver tailored solutions.- Work closely with internal teams (e.g., sales, marketing, IT, operations) to ensure client satisfaction and seamless service delivery.- Resolve client issues or escalations efficiently, ensuring customer satisfaction and retention.2. Loyalty Program Management:- Design, implement, and manage customer loyalty programs that align with business objectives and drive customer retention.- Collaborate with marketing and sales teams to develop engaging campaigns that incentivize repeat business and brand loyalty.- Monitor the performance of loyalty programs, analyze customer engagementmetrics, and recommend improvements.- Ensure that loyalty programs are aligned with the latest market trends, industry standards, and customer preferences.- Conduct regular reviews of loyalty program activities and report on program success, challenges, and opportunities.3. Client Reporting & Analytics:- Provide regular reports and insights to clients on the performance of their loyalty programs.- Track key performance indicators (KPIs) related to client satisfaction and program success.- Analyze customer feedback, survey results, and usage patterns to continuously improve program effectiveness.4. Customer Communication & Education:- Develop and communicate detailed program guidelines and updates to clients.- Educate clients on how to maximize the value of loyalty programs and associated features.- Manage and update any client-facing materials (e.g., FAQs, guides, newsletters).5. Collaboration and Teamwork:- Work closely with cross-functional teams to align program initiatives with broader business strategies.- Ensure timely execution of loyalty programs by collaborating with internal teams, ensuring alignment with project timelines and deliverables.- Assist in training and mentoring junior team members in best practices for client servicing and loyalty management.Qualifications:- Proven experience (2+ years) in client servicing, account management, or customer success, preferably in a loyalty program or customer retention role.- Strong knowledge of loyalty program management, customer engagement strategies, and retention tactics.- Excellent communication and interpersonal skills with the ability to build and maintain relationships at all levels.- Strong analytical skills with the ability to derive insights from data and use them to drive improvements. (ref:updazz.com)

Skills Required