Job Description

Role Overview:

• The position is responsible for building strong, long-term relationships with customers through structured loyalty programs, exclusive engagement initiatives, and premium ownership experiences. This role focuses on enhancing customer loyalty, strengthening brand affinity, and acting as a strategic custodian of high-impact customer relationships. The position also manages only critical and high-sensitivity customer escalations, ensuring brand integrity and customer trust are upheld at all times.

Responsibilities:

Customer Loyalty Strategy & Governance

• Develop customer loyalty and engagement strategies aligned with business objectives.
• Define KPIs to track loyalty, engagement, program effectiveness, and customer sentiment.
• Ensure governance, policy compliance, and customer data protection across all loyalty and engagement initiatives.
• Prepare regular management reports on loyalty performance, engagement outcomes, and escalation trends.
• Build strong relationships with key customer groups, owners’ clubs, and brand communities.
• Act as the primary interface to understand evolving customer needs, expectations, and feedback.

Customer Experience & Engagement

• Plan and execute customer engagement initiatives, campaigns, and exclusive experiences to strengthen brand affinity.
• Enhance the post-purchase customer journey to deliver a consistent and positive ownership experience.
• Introduce innovative engagement formats, digital platforms, and community-building initiatives.

Critical Customer Escalation Management

• Own and manage only high-risk, high-impact customer disputes (e.g., severe dissatisfaction, buyback requests).
• Collaborate cross-functionally with Aftersales, Quality, Legal, and Management to resolve sensitive cases effectively.
• Ensure escalations are handled with empathy, fairness, and alignment to company policies while safeguarding brand reputation.

Job Requirements

Key Requirements:

• Bachelor’s degree in Business, Marketing, Communications, Customer Experience, or a related field.
• Minimum 7 years of experience in customer experience, loyalty management, user operations, or brand engagement roles.
• Proven experience managing customer loyalty programs and premium customer engagement initiatives.
• Strong capability in handling sensitive, high-stakes customer escalations.
• Strong planning, execution, and analytical abilities.
• Experience in automotive, premium consumer brands, or service-oriented industries is an advantage.

Skills