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Senior Manager - Loyalty Design

Location:  Gurugram
|
Nov 19, 2024

  1. Job Purpose 

Responsible for overseeing the management and strategic development of the all aspects of Air India's loyalty program. This role focuses on enhancing the member experience, optimizing the value proposition, and ensuring that the strategies align with the broader goals of loyalty and customer engagement. 

  1. Key Accountabilities 

Product Development 

  • Own online projects from beginning to end — from gathering of requirements, design and development, to testing, launch, and support 

  • Identify and apply insight from customer research, data analytics, market and competitor analysis, industry / product / technology trends etc. 

  • Manage requirements ranging from customer problems, new features, optimizing existing features, quick wins’ vs strategic changes. 

  • As part of the product team, help build the product vision and execute on the prioritised roadmap for your product area to ship features and product improvements 

Customer Focus 

  • Optimize, measure and report the performance of the customer experience on the website to understand customer journeys 

  • Support in targeting and customer segmentation to personalize digital campaigns jointly with the campaign management lead 

  • Responsible for the ongoing day-to-day functionality and upkeep of our website, including site/ performance optimization and mobile optimization. 

  • Be on top of customer feedback and obtain actionable insights into the solutions we are building 

Redemption Strategy and Portfolio Management 

  • Develop and implement comprehensive strategies for redemption management that align with the loyalty program’s objectives and Air India’s broader business goals. 

  • Innovate and enhance redemption options to increase program attractiveness and member engagement. 

  • Oversee the entire redemption portfolio, managing inventory availability, and redemption rates to ensure optimal customer satisfaction and program profitability. 

  • Establish key performance indicators for the redemption process, track and analyze data to assess the effectiveness of redemption strategies. 

Performance Monitoring and Optimization 

  • Analyze loyalty trends, monitor market dynamics, and adjust inventory and offerings to meet changing customer needs and preferences. 

  • Define success criteria & metrics of new products & perform post‐implementation analysis and ongoing optimization 

Stakeholder Engagement and Collaboration 

  • Collaborate with cross-functional teams including Marketing, Operations, Finance, and IT to ensure that loyalty design strategies are integrated with overall loyalty program initiatives. 

  • Build and maintain relationships with external partners and vendors to enhance redemption opportunities and maximize value for loyalty program members 

  • Communicate and coordinate with key stakeholders across the organization to share priorities, roadmap, and key learnings 

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. 

  1. Skills/Qualities Required 

  • Strong strategic planning and project management skills, with a focus on loyalty program management and redemption strategies 

  • Excellent analytical and problem-solving abilities, capable of making data-driven decisions to optimize the redemption portfolio 

  • Superior communication and interpersonal skills, essential for leading teams and managing partner relationships  

  • Deep understanding of loyalty program dynamics, customer behavior related to redemption, and the competitive landscape 

  1. Educational and Experience Requirements 

  • Masters/MBA/PGDM/PGP/PG degree, preferably Business, Marketing, or a related field 

  • 8+ years’ experience in loyalty program management, with a focus on accrual and redemption strategies and value proposition optimization 

  • Demonstrated success in enhancing loyalty program offerings and managing complex product portfolios within the airline or travel industry 

  • Prior experience in the aviation sector is an added advantage 

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