DGM - Loyalty

Job Overview

The role is responsible for the strategy, design and enhancement of the Loyalty program, product (LMS system, website and App) and member experience. This role also takes care of program and product ancillaries with a PNL responsibility. The role has multiple sub verticals under the portfolio and is also expected to manage a large team. The primary expectation from this role is to drive the growth of the program in terms of revenue and customers and also run and deliver a world class frequent flyer program.

Key Responsibilities

• Drive program KPIs such as “active members”, program revenue, Acquisition into the program and revenue contribution from Club Vistara members.
• Responsible for achieving direct revenue targets from the program and program ancillaries.
• To lead a team of talented and energetic young professionals to deliver program KPIs
• Responsible for key program strategy, operations, and evolution of the Frequent Flyer program
• To own the Loyalty systems, website and app pages and features for the loyalty program
• Responsible for processes and SOPs for member experience across all customer facing touchpoints.
• To Build business cases, models and scenarios for any program initiatives, projects.
• Lead day to day operations, coordination and decisions related to the program.
• Oversee end to end back-end jobs for the program and manage the budget allocated efficiently across vendors and expenses.
• Responsible for delivering customer rewards, incentives, and benefits.
• Responsible for any program changes enhancement and to keep the program up to date and benchmarked even lead as compared to other contemporary international programs.
• Conceptualize and launch innovative revenue generating features and benefits for the program
• Audit and fraud control in terms of customers misusing the program and internal controls for prevention of misuse.

Skills & Attributes

• Strong excel and presentation skills
• Strong service orientation and soft skills
• Excellent operational prowess
• End to end Vendor management
• Business case modelling & development
• Functional knowledge of Adobe AEM, ACM or any equivalent marketing automation tools
• Woking knowledge of airline loyalty systems, rules processes etc of an FFP

Work Experience

• Minimum 10 years of work experience preferably in loyalty, marketing, or strategy across large B2C organizations.
• Airline experience preferred but not a must if candidate meets criteria above.

Qualification

• Post-Graduate from a recognized university
• MBA + engineering preferred.

Location

Gurgaon

Note

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