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Senior Manager - Loyalty Design
ARI Simulation
posted 1mon ago
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Flexible timing
Key skills for the job
Job Description
Responsible for overseeing the management and strategic development of the all aspects of Air Indias 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.
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.
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
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
Employment Type: Full Time, Permanent
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based on 40 employees
Flexible timing
Monday to Friday
No travel
Day Shift
ARI Simulation Benefits
Health Insurance 
Job Training 
Soft Skill Training 
Work From Home 
Free Transport 
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