Profile Summary
Results-driven loyalty program leader with 8+ years designing data-driven rewards ecosystems that drive retention, engagement, and revenue. Expert in customer segmentation, lifecycle marketing, and personalized offers across email, mobile, and in-store channels. Proven track record of reducing churn, increasing average lifetime value, and delivering measurable ROI through A/B testing and analytics.
Experience
Senior Loyalty Marketing Manager
- Redesigned the rewards architecture, boosting member retention by 18% year-over-year.
- Led CRM-driven campaigns across email, push, and in-store prompts, increasing redemption rates by 26%.
- Implemented predictive segmentation using SQL and Excel-based models to tailor offers by lifecycle stage.
Loyalty & CRM Manager
- Launched omnichannel loyalty program with personalized offers, achieving a 22% uplift in redemption and 15% lift in average order value.
- Scaled loyalty data warehouse and lifecycle campaigns, improving targeting accuracy by 35%.
- Partnered with product and analytics teams to measure program ROI, resulting in a 12% reduction in churn.
Head of Loyalty Analytics
- Built advanced segmentation models and dashboards to monitor program health and ROI across channels.
- Instituted A/B testing framework to optimize reward tiers, offers, and messaging, improving activation rates by 19%.
- Led cross-functional teams to deploy personalization at scale, driving 11% incremental revenue in first year.
Skills
Loyalty Program Design
CRM & Automation (Salesforce, Braze)
Data Analytics & SQL
Segmentation & Personalization
Omnichannel Campaigns
A/B Testing & Experimentation
ROI & Measurement
SQL, Excel, Tableau
Certifications
- CRM Certification – Salesforce Marketing Cloud
- Google Analytics IQ
- Data Visualization with Tableau – Fundamentals
Education
- MBA Marketing, University of Toronto, 2019
- Bachelor of Commerce, Mumbai University, 2012