Manager - Loyalty

Date: 24-Nov-2022

Location: Gurgaon

Company: TATA SIA Airlines Limited

Job Overview

  • This role will be the custodian of our loyalty system and will safeguard the seamless functioning of the loyalty system and related integration at all customer touch points. As a part of the team, you will oversee day to day operations and work with various stakeholders to run projects, identify opportunities & gaps, define and solve problems in collaboration with relevant stakeholders. Together with other team members and your manager, you will be responsible for creating a robust loyalty system and influence process efficiency resulting in a high value proposition, increasing customer acquisition, growing engagement and retention.

 

Key Responsibilities

  • Lead and maintain any integration of the loyalty platform with internal/external system in line with organisational guidelines.
  • Perform testing and validation of the configuration and system enhancements to the loyalty systems, ensuring quality control and accuracy, maintain the loyalty system roadmap in line with business objectives and timelines.
  • Assess and execute configuration changes, and maintenance updates to the loyalty systems, ensuring accuracy and timely delivery to enable business strategic initiatives and enhance the member experience.
  • With the help of the team, perform regular checks to ensure that the loyalty system is up to date and managed efficiently.
  • Develop and maintain internal documentation and guidelines for the configuration of the loyalty systems.
  • Responsible for reporting and reconciliation.
  • Cultivate and maintain relationships with Finance, Revenue Management, Ground Services, Customer Engagement, IT, and other key internal/external stakeholders.
  • Work with various departments throughout customer journey to identify and understand the requirements which involves loyalty system integration and offer support and insights to various business units to achieve business KPIs
  • Identify and troubleshoot any issues arising from loyalty system configuration/integration and ensure smooth member experience as per the promise of the loyalty program.
  • Work in close co-ordination with internal teams to ensure sound health for operational systems.
  • Control, monitor and measure the system’s performance, report issues, and take suitable corrective actions for continual improvement.
  • Prioritize the backlog of Loyalty solutions and capabilities, respond to changing priorities to ensure that the highest value business opportunities are delivered and captured.
  • Ensure compliance with digital security & data privacy requirements and be able to assess the risk and prevent fraudulent activities
  • Be the subject matter expert capable of working across technical and non-technical teams to establish the value and importance of our strategic loyalty initiatives.

Skills & Attributes

  • Self-starter, multi-tasker with a strong drive and agility to work in a fast-paced environment.
  • Guided by consumer-centric approach, be able to quickly spot and look for solutions in order to create a smooth end-to-end customer experience (both internal and external).       
  • Strong interpersonal skills and an outstanding team player
  • Strong organizational skills and attention to detail, accuracy and quality
  • Excellent project management skills and handling multiple projects in an organized and timely manner
  • A strong ability to work in cross functional teams and collaboration skills
  • Ability to communicate confidently and effectively, both in writing and verbally.
  • Ability to identify problems, collect data, establish facts, and draw valid conclusions
  • Must be able to lead teams and have project management experience.

Work Experience

  • 6-8 years of loyalty program management or equivalent experience including 2+ years of experience managing cross functional projects, and systems.
  • Previous experience in airlines, loyalty and project management is a plus

Qualification

  • Bachelor’s degree, preferably in Business/Marketing/ Statistics or related field
  • Advanced proficiency with Microsoft Office Applications (i.e. Excel, Word, Outlook)
  • Advanced proficiency in one or more airlines systems

 

Location

  • Gurgaon

Note

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