DM/Manager - Loyalty(Club Cinepolis)

Job Title

DM / Manager – Loyalty (Club Cinepolis)

Department

Commercialization

Location

Gurugram, Haryana

Reporting Manager

GM – Box Office

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Job Summary

The Loyalty Manager will manage and enhance the Club Cinepolis loyalty program with a focus on customer retention, lifetime value growth, and data-driven decision-making. The role involves loyalty strategy development, customer analytics, campaign measurement, personalization, and cross-functional coordination with Marketing, IT, Operations, and Cinema Managers.

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Key Responsibilities

• Manage and execute the existing loyalty program and identify opportunities for growth

• Design and implement competitive loyalty slabs while optimizing cost structures

• Develop and improve customer earning and redemption (burn) experiences

• Analyze customer data to derive actionable insights and improve RFM, ATV, and Customer Lifetime Value

• Develop customer segmentation, targeting, and personalization strategies

• Lead campaign testing, measurement frameworks, and control group methodologies

• Identify retention drivers and analyze potential churn factors

• Own loyalty program–related technology across cinema locations

• Coordinate with Cinema Managers to meet defined KPIs

• Collaborate with Marketing to develop loyalty communication and campaign collaterals

• Work with Global and India IT teams to resolve technical issues

• Track competitor pricing and loyalty offerings at the site level

• Prepare weekly, monthly, and quarterly Box Office and loyalty performance reports
  
  
  Experience & Qualifications

• Minimum 3 years of experience in Business Analysis, Business Analysts,  Loyalty Programs, CRM, Customer Analytics, or related roles

• Bachelor’s degree (mandatory)

• MBA or B.Tech (Computer Science / IT preferred)

• Experience in Retail, Entertainment, QSR, Hospitality, or Consumer-facing industries preferred