Job Description

The role involves coordinating, onboarding and managing day to day activities such as customer escalation, partner billing etc. for Club Vistara airline and non-airline partners. The key performance metrics for this role will be partner technical setup, offers and campaign management, customer escalation handling, periodic billing, and data management.

Key Responsibilities

• Setup and monitor partner technical systems integrations, perform regular checks to ensure smooth file exchange and coordinate with relevant internal stakeholders to timely resolve partner and/ or passenger requests and queries
• Work closely with internal and external product owners and all relevant stake holders. Ensure all projects are delivered as per timelines. Perform User Acceptance Testing for project deliverables with end-to-end flows
• Work with internal teams to coordinate marketing campaigns, offer launches and performance tracking to improve product and partner reach and visibility to target audience
• Generate periodic performance and MIS reports by using advance analytical platform functions such as (but not limited to) Qlik Sense, Excel VBA etc
• Ensure all customer query and escalations are handled within defined TAT and followed as per company matrix
• Assists in other duties and tasks, related to partner management as and when required by reporting manager

Skills & Attributes

• Prior experience in working closely with IT teams to integrate partner systems
• Expert in MS Office suite, Qlik Sense or any other Analytical / BI Platform
• Experience with Loyalty Systems and Platform Management. Proficient in Project and Process documentation, User Acceptance Testing. Experience in handling day to day customer queries will be an added advantage
• Working knowledge of Airline Loyalty and reservation systems such as ARD, Altea, Airline CRMs etc
• Basic understanding of how a Loyalty Management system works, Data file exchange, Airline accrual and redemption; system integrations (API, SFTP, ARD - Reservations)

Work Experience

• 2-4 years of minimum work experience with an airline in partner onboarding, system integration and MIS
• Experience in partnerships and alliances of strategic nature is preferred

Qualification

• Graduate/ Post-Graduate from a recognized university

Location

Gurgaon

Skills Required

• Customer Service
• Technical Support
• Microsoft Excel