Senior Associate - Loyalty CLM
B. Key Accountabilities
Digital Content & Channel Support
- Maintain and regularly update Maharaja Club pages on the website, mobile app with relevant, brand-consistent content.
- Collaborate with design and development teams to ensure smooth publishing, usability, and alignment with UX best practices.
- Manage and maintain the content and email calendar, ensuring alignment with ongoing campaigns and seasonal promotions.
Campaign Execution & BTL Support
- Support the execution of loyalty campaigns across email, WhatsApp, website, SMS, app push, and on-ground channels.
- Create co-branded and promotional content for Maharaja Club partners across digital and offline channels.
- Ensure brand tone, message clarity, and visual consistency across all loyalty communications.
- Assist in developing POS materials, standees, handouts, and merchandise for airport activations and sales-led enrollment drives.
- Coordinate with Sales and Airport teams to amplify on-ground visibility and customer engagement.
Performance Monitoring & Reporting
- Track and report on digital campaign metrics (open rate, CTR, enrollments) and website performance using analytics tools.
- Identify trends in user behavior and content engagement to inform future optimizations.
- Support regular reporting on campaign effectiveness, enrollment trends, and BTL activity performance.
Partnership & Program Support
- Assist in executing loyalty partnership campaigns, ensuring timely delivery of content, creative coordination, and channel readiness.
- Coordinate with the Loyalty Product and Partnership teams to integrate marketing communications with program launches or updates.
- Ensure accurate partner-related updates across website, email, and other loyalty platforms.
Collaboration & Coordination
- Work closely with cross-functional teams including Brand, Digital & Technology to ensure cohesive and compliant program messaging.
- Liaise with creative and media agencies to develop campaign assets and ensure timely approvals.
- Maintain project documentation including campaign trackers, feedback logs, and asset libraries.
Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.
- Skills/Qualities Required
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Experience with website management systems - CMS, email marketing, and digital communication platforms. Strong eye for detail, user experience, and brand consistency. |
Excellent project management and collaboration skills to work across teams and with external partners. |
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Strong command of written English; excellent grammar, proofreading, and editing skills including storytelling skills with a customer-first approach.
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Agency Handling experience will be a bonus. Ability to manage multiple projects and meet deadlines.
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- Key Interfaces
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Internal Interfaces |
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Work closely with the Loyalty Operations, Loyalty Partnerships, Digital and Technology Teams, E-commerce, Brand Marketing teams and Sales Team to align marketing communications and website management initiatives. |
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External Interfaces |
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Collaborate with external agencies, vendors, and consultants who provide specialized expertise and services related to loyalty marketing, BTL activities, and related digital services.
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- Educational and Experience Requirements
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Minimum Education requirements |
Bachelor’s or Business Administration, Aviation or related field. |
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Experience |
Minimum |
Desired |
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2-4 years of experience in customer relationship management, loyalty marketing, website management, or a related field, with a strong focus on marketing communications and content writing. |
Hands-on experience in managing digital content across web, app, and owned channels, ensuring alignment with brand tone and UX best practices. |
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