Asst. Manager - Loyalty

Date: 28-Jul-2022

Location: Gurgaon

Company: TATA SIA Airlines Limited

Job Overview

The Loyalty team works to design, maintain, and enhance all aspects of the Club Vistara program to offer the best value proposition to the members across touch points. This role will support the team in ensuring system and processes perform at the optimum level, help enhance functionalities, features and track/conduct regular audits, to achieve the Loyalty KPIs.

Key Responsibilities

  • Responsible for defining, managing, and monitoring the configuration and activities of the Loyalty Management System
  • Prepare business requirements documents, issue change requests and execute quality assurance and user acceptance tests for programme developments and enhancements
  • Ensure policies relating to loyalty products are defined, documented, communicated, and understood, both internally and externally
  • Proactively work with all stakeholders (external & internal) to ensure loyalty products and features are optimized in terms of performance, member experience and standard improvements at all times
  • Maintain a roadmap and regularly review with stakeholders and partners
  • Insure inputs into business cases are backed by in-depth data analysis and should be able to demonstrate how key KPI will be impacted
  • Manage delivery of benefits and privileges at all customer touch points
  • Maintain Audit and identify system improvements to prevent fraudulent activities
  • Ensuring the loyalty related information and configuration reflects correctly in other associated systems & provide continuous feedback to enhance the information exchange for a better member experience
  • Own end-to-end reporting and MIS delivery for multiple projects. Be responsible for ensuring the timeliness and accuracy of all reports
  • Serve as Subject Matter Expert (both internal and external) for all aspects of the program
  • Create and update training manuals, SOPs and member communication
  • Continuously work towards improving member services based on member and internal staff feedback

 

Skills & Attributes

  • High attention to detail with Customer focus
  • Good communication skills
  • Good Excel & Presentation skills
  • Good time management skills
  • Good Analytical & Problem-Solving Skills
  • Good Knowledge of Airline Reservation System
  • Good understanding of Loyalty business processes & systems
  • Project management or product ownership experience an asset
  • Demonstrate commitment to teamwork through relationship-building, reliability, and collaboration

Work Experience

  • Minimum 4 years of relevant experience

Qualification

  • Graduate from a recognized university

Location

Gurgaon

Note

All Vistara employees are required to be fully vaccinated against COVID-19.