Job Description

Create and manage the backend processes for the SpiceJet Loyalty program to ensure best customers experience leading to rewarding and cultivating our top customers creating a community of brand ambassadors

ROLES AND RESPONSIBILITIES:

• Passionate about setting up the processes from scratch and automating and making the program future ready. Utilizing insights on the customers and overall program and constantly evolve the processes to set the new industry standards for the loyalty membership program
• Adept at Financial scenario modeling in partnership with finance & business teams to drive the development and iteration of the backend of the program including close management of the budget.
• Flawless execution and operations including cross functional collaboration to execute a seamless experience across all customer touch points including Airports, Inflight ,Call centers etc.
• Closely monitor and report out on learnings of the program against clearly defined goals including working closely with Customer Experience Research to monitor sentiment. Recommend iterations to the program working with cross functional partners
• Create relevant SLAs for the processes and ensure that they are adhered to by the stakeholders.
• Helping the product team in delivering the experience that the product has promised to the program members.
• Experience in building world class loyalty strategy and operations team.

QUALIFICATIONS:

• Must possess Bachelor's degree/ Masters degree from a college of repute.
• Experience in building process as per the loyalty strategy and executing for measurable gains in customer retention
• Understanding of the Airline space would be a plus.
• Overall experience of 10+ years with min. 4 + years in the similar role/profile is desirable.

Skills Required

• Communication