Karan Arora
Summary
Karan is Loyalty and Strategy expert with over 9+ years of experience focusing on large scale loyalty programs with expertise in managing end to end loyalty programs, content creation in alignment with business objectives, ensuring a seamless customer experience across channels and touchpoints.
Overview
11
11
years of professional experience
2
2
Certifications
Work History
Senior Consultant - Customer strategy and design
Deloitte India
05.2022 - Current
- Projects managed: DLF Loyalty Program: Designed Loyalty landscape: Overall Loyalty program blueprint, business rule, Loyalty tiers, incentive scheme, accrual and redemption conversion rates
- Program execution: Campaign and promotions design, partner eco-system framework, communications philosophy, training material
- Technology Roadmap: Loyalty and CRM enhancements, merchant & partner integrations, customer analytics and insights and Campaigns, Activation & personalization
- Riyadh Pulse Loyalty program: First city in the world to have have end-to-end, integrated loyalty program by a city of this scale
- Worked on entire solutioning for Riyadh pulse that included pulse platform, defining key activities across loyalty lifecycle, principles for actions that trigger earning and burning potential, segmentation and personas, engagement model and designing eco-systems users, partners visitors, etc
- Loyalty Defining building blocks: Defining and designing loyalty triggers, reward architecture, partnerships, campaigns, processes and platforms
- Defining earn and burn philosophy: Defining earn mechanism and avenues to earn points, redemption mechanism
- Reward Architecture: Defining type of rewards to be awarded to drive stickiness and to target engagement
- Partner Ecosystem: Customisation of loyalty program driven through specific partners
- Loyalty Program Strategy: Develop and execute the overall loyalty program strategy in alignment with business objectives, ensuring a seamless customer experience across channels and touchpoints
- Program Development: Design, launch, and manage loyalty programs and initiatives, including point systems, tiered rewards, exclusive offers, and personalized communications, to engage and retain customers
- Cross-Functional Collaboration: Collaborate with internal stakeholders such as product, sales, and customer service teams to ensure alignment and integration of loyalty initiatives with overall marketing and business strategies
- Performance Tracking and Analysis: Monitor and analyze key performance metrics and customer insights to assess the effectiveness of loyalty initiatives and make data-driven recommendations for optimization
- Campaign Management: Plan and execute targeted marketing campaigns and promotions to drive participation in the loyalty program and increase customer engagement
- Industry Trends: Stay updated with industry trends, competitive landscape, and emerging technologies in loyalty marketing to identify opportunities for innovation and improvement
- Analyze data, monitor performance from reports and dashboards and share integrated insights with clients thereby strategizing new campaigns and offers for end customers
- Leading vendor management for marketing collaterals
- Drive product launches for clients
- Create Campaign strategies, intelligent discounting, communication calendars
- Roll Out of timely email/SMS marketing communication to customers
- Selecting the right medium to reach the audience
- Ideating, creating and executing end to end digital and in-store campaigns for Big Bazaar and other Future Group verticals
- Campaigns and Communications: Posting creatives on social media, e-mail & SMS communication for better brand presence
- Run and optimize campaigns with various goals/KPIs and ability to recommend DSPs based on historical performance
- Work on designing, creating and executing collateral related to marketing
- Work with brand and marketing teams for conceptualizations, content, ideas and brief with the digital agencies
- Campaign strategy: Worked with UAE Retail company to support the marketing manager in driving growth and increase awareness of the Gulf Oil products
- Create a communication / campaign calendar
- Discuss the marketing needs (pain points) of the client and devise campaign strategies to surmount them
Account Manager - Loyalty
GrassRoots India
02.2020 - 04.2022
- Developing, designing, scoping and managing end to end projects right from scratch to development of dashboards, reports and analytics of the program
- Responsible for members growth and retention of members
- Current Handling clients like Gulf Oil, Dell (Malaysia and Singapore), Legrand (French Conglomerate), Willis and Corob
- Achievement and tracking of defined program objectives (Client Sales), farming of new opportunities and driving growth of accounts
- Analyze data and share integrated insights with clients thereby strategizing new campaigns and offers for end customers
- To work closely with all departments to ensure the delivery of added value solutions to the client
- Drive client satisfaction by providing insights and actionable recommendations during presentations or business reviews and also by providing value-added analyze
- Plan and execute Relevant communications and segmentation for Target customers
- Schedule Call, SMS and email and social media communications via Marketing automation tool
- Customizing the communications according to the target audience
- To ensure the day-to-day delivery of all operational elements in a timely manner and to a high quality standard
- To build and maintain good working relationships with allocated clients to ensure client satisfaction
- Identify and recommend enhanced and new services that answer clients' business needs
- Operational Excellence Manage the delivery of various accounts
- Prepare appropriate operational documentation for your accounts ie
- Monthly program reports, Statement of Work, Project plan PPTs, programmed documentation, SOP's etc
- Develop and manage strong relationships with other internal departments to ensure outstanding service and solutions
- Worked with Singapore based Tech Company for planning and executing relevant communications and segmentations for target customers
- Achievement and tracking of defined program objectives (client Sales), farming new opportunities and driving growth
Asst. Manager
Future Group India
09.2018 - 12.2019
- Manage the design of the loyalty program and all related features
- Single point contact for loyalty program - drive customer segmentation, lifecycle management and develop engagement calendars
- Responsible for acquiring new customers, reducing customer churn, designing promotions, improving cross sell, and intelligent discounting
- Drive growth and development of the loyalty program discount scheme to deliver positive change to membership volumes, purchase behaviour and attrition
- Oversee development of reporting dashboards, including customer segment performance reports, brand & store performance heat maps, customer migration behaviour tracking, brand & category affinity modelling
- Worked with a French Conglomerate for building large scale loyalty program- Legrand based in Mumbai, India
- Conceptualize & execute Loyalty strategies for member acquisition, retention and engagement and increase member spends
- Drive client satisfaction by providing actionable recommendations during presentations and business reviews
- Preparing appropriate operational documents, monthly program reports, statement of Work, Project plans, Program documents, SOPs, Etc
Senior Associate - Client Success
Emart solutions Pvt. Ltd.
10.2016 - 08.2018
- Understanding of loyalty program(s) and industry
- Drive Renewals, Referrals, existing DB management/ engagement using email and sms
- Campaign Management - Create a communication / campaign calendar
- Discuss the marketing needs (pain points) of the client and devise campaign strategies to surmount them
- Map, monitor and improve customer journey
- Worked on Firsthive - Marketing analytics software for campaigns and data analysis
- Developing and driving daily campaigns to client's audience
- Selecting the right medium to reach the audience
- Marketing - ATL and BTL activities, co-ordinating wtih vendors for marketing collaterals
- Drive product launches for clients
- Drive product training especially new products as required
- Make a plan for the account with new ideas and strategies to execute
- Co-coordinating with tech teams for timelines and effort estimates and deliver the same
- Make Weekly / Monthly reports of client success
- In depth Analysis of Client marketing requirements
- Maintaining records on the account, sending weekly JSRs, Minutes of meetings, POs, Contracts, NDAs, Program Note, SEDs, Service quotes, Invoices, Account receivables
- Give new ideas on existing accounts
- Cross functional Co Ordination among Various Divisions to lead Digital Efforts
- Exploring new avenues to promote the brand
- Helping in-store partner brands in getting visibility and promoting them through marketing promotions
- Responsible for New Products Introduction: Conducting market study, market share analysis, competitor analysis, and then introducing the new products in the market
- Build company profile and brand image in the market through sustained campaigns
Assistant Manager - Business
Ambab Infotech Pvt. Ltd.
02.2015 - 10.2016
- Client Servicing: Co-ordinate with the clients to gather all requirements for their Media and ecommerce business
- Handling multiple esteemed clients
- Research and analytics about client business and provide relevant solutions
- In Depth Data Analysis from multiple market reports and provide relevant media and market strategies
- Making presentations showcasing the analysis and findings
- Give observations and solutions to client
- Scope out the project with the client and internal teams and phase out the project with timelines and deliverables to the client
- Understand and detail out the requirement to discuss internally with the tech team
- Co-ordinate with the clients for demos, data, feedback and implementation of the feedback into the site
- Co-ordinate with the internal teams to ensure we are adhering to the timelines and deliverables to the client
- Develop relationship with client and manage expectations
Summer trainee
Pepsico India Pvt. Ltd.
05.2014 - 06.2014
- Meeting new retailers & conceptualising practical and innovative ideas
- Account management
- Channelizing sales and distribution
- Managing the sales team and clientele
- Visual merchandising
- Responding to retailer grievances and solving them
- Meeting retailer expectations and cross selling PepsiCo products
Education
MBA - Marketing
Mumbai University
Master in Management studies (M.M.S) - undefined
Lala Lajpatrai institute of management
MumbaiBachelor in management studies (B.M.S) - undefined
Lala Lajpatrai college of commerce
MumbaiH.S.C - undefined
Tolani College of commerce
MumbaiS.S.C - undefined
St Johns the evangelist high school
MumbaiSkills
Loyalty management
Campaign management
Customer experience
Digital strategy and transformation
Microsoft word, excel and PPT expertise
Data Analysis
Relevant Competencies
- Digital Customer journey experience
- Campaign management
- Customer engagement
- Performance tracking and analysis
- Loyalty management
- Customer lifecycle management
Certification
Digital transformation
Timeline
Digital transformation
03-2023
Data analytics
03-2023
Senior Consultant - Customer strategy and design
Deloitte India
05.2022 - Current
Account Manager - Loyalty
GrassRoots India
02.2020 - 04.2022
Asst. Manager
Future Group India
09.2018 - 12.2019
Senior Associate - Client Success
Emart solutions Pvt. Ltd.
10.2016 - 08.2018
Assistant Manager - Business
Ambab Infotech Pvt. Ltd.
02.2015 - 10.2016
Summer trainee
Pepsico India Pvt. Ltd.
05.2014 - 06.2014
MBA - Marketing
Mumbai University
Master in Management studies (M.M.S) - undefined
Lala Lajpatrai institute of management
Bachelor in management studies (B.M.S) - undefined
Lala Lajpatrai college of commerce
H.S.C - undefined
Tolani College of commerce
S.S.C - undefined
St Johns the evangelist high school