Sales Services Manager– Loyalty&Retail Excellence, Raniganj

Role Overview The Retail Program Manager will own the end-to-end design, execution, optimization, and governance of Retail / Loyalty programs aimed at driving retailer acquisition, engagement, retention, and incremental sales growth . This role combines program strategy, analytics, CRM, partner management, and operational excellence , acting as a critical interface between Sales, Marketing, IT, Finance, and external partners to deliver measurable commercial outcomes and superior retailer experience.Key Responsibilities Retail&Loyalty Program Strategy Own the overall loyalty program framework, including value proposition, reward structures, tiers (e.g., premium / gold members), and earn–burn mechanics. Drive member acquisition, activation, engagement, retention, and reactivation through data-driven initiatives. Design and optimize schemes, promotions, and incentive programs to maximize incremental sales and ROI.Build and manage annual and quarterly program roadmaps aligned with commercial priorities. Performance Analytics&KPI Ownership Define, track, and report key KPIs including: Active retailer base Engagement and participation rates Redemption efficiency Incremental sales uplift Program ROI and cost-to-serve Partner with Analytics and Finance teams to conduct scheme-level, cohort-level, and vendor-level ROI analysis.Develop leadership dashboards and actionable insights for Sales and Marketing teams. Program Operations&Retailer Help Desk Own the Retailer Help Desk, managing: 1.2+ lakh retailer/member records Data hygiene, updates, and accuracy Retailer queries, escalations, and SLAs End-to-end responsibility for: Member benefit calculations Approval workflows Disbursements and settlements Retailer communications and notificationsEnsure process rigor, audit readiness, and operational governance across all programs. CRM, Lifecycle&Communication Management Design and execute retailer lifecycle journeys: Onboarding&activation Engagement nudges Tier progression Inactivity and win-back Leverage CRM platforms (e.g., Salesforce or equivalent) for segmentation, personalization, and campaign execution. Own communication strategy across digital and assisted channels (App, SMS, WhatsApp, Email, on-ground). Retailer Engagement&Field Enablement Own retailer engagement across digital and physical touchpoints. Liaise closely with Sales teams across India to ensure: Strong program advocacy Scheme clarity and adoption Timely issue resolution Support field execution through training materials, FAQs, playbooks, and enablement tools.Partner&Vendor Management Manage ecosystem partners including: Rewards and redemption vendors Technology/service providers Marketing and communication agencies Lead commercial negotiations, service fee optimization, and performance reviews, delivering significant annual cost savings. Monitor redemption mix and partner performance to ensure optimal economics and member satisfaction.Track market trends across loyalty ecosystems and continually refine benefits. Technology, UX&Process Excellence Act as business owner for loyalty technology platforms. Collaborate with IT/Product teams to: Improve UI/UX and retailer journeys Simplify workflows and automate manual processes Strengthen system integrations and data flows Lead UAT, enhancements prioritization, and post-launch reviews.Governance, Finance&Compliance Ensure compliance with legal, finance, taxation, and audit requirements. Own program budgets, accruals, forecasting, and reconciliations. Establish clear governance for: Scheme approvals Vendor onboarding Claims validation and controls Skills&Competencies Functional&Technical Retail / Trade Loyalty Program Management CRM platforms (Salesforce or equivalent) Program&Marketing analytics (ROI, segmentation, cohort analysis) Vendor and contract management Financial modeling and benefit-cost optimization Strong Excel and reporting/dashboard skills Behavioral&Leadership Strong cross-functional collaboration and influence Data-driven decision-making Structured problem-solving mindset Commercial negotiation skills High ownership, attention to detail, and execution excellence Qualifications&Experience Bachelor's degree in Business, Marketing, Engineering, or related field 6–10 years of experience in Retail Programs, Loyalty, Sales Excellence, Trade Marketing, or CRM roles Experience managing large-scale B2B / trade loyalty programs preferred Exposure to FMCG / Agri-inputs / Retail ecosystems is an advantageWhat Success Looks Like Sustained growth in active retailer base and engagement Measurable incremental sales and ROI from loyalty initiatives High retailer satisfaction and seamless program experience Strong governance, audit compliance, and cost optimization