Senior Partnership Development and Marketing Manager

A. Overall Purpose Of The Job (Brief description of the primary purpose of this position)

Aspire Lifestyles is an integrated Concierge, personal assistance and customer relationship engagement company. We develop & design white label loyalty programs for leading brands as their marketing preposition which enables new customer acquisition, retention and loyalty of their customers. This position is responsible for new business development (B2B) by targeting CXOs, CMOs and product managers of leading banks, Hospitality Luxury Auto & Insurance companies along with retention and growth of the current business through relationship & key account management.

Aspire Lifestyles (www.aspirelifestyles.com) is part of International SOS, a leading travel, medical and security assistance company.

B. Key Responsibilities (Critical responsibilities and skills of this position, listed in order of importance)

Partner network management

• Generate revenue by curating and developing partnership network across India that will meet the service expectations of our clients defined concierge services and increase utilization of our services.
• Sign and manage agreements with the identified partners for benefits, delivered via concierge, that will enhance our clients service offerings
• Evaluate partners and their offerings regularly to ensure we are meeting clients needs and ensuring a competitive edge in the industry.
• Develop and manage quality control and feedback process for all partners in the market.
• Establish where appropriate, VIP and priority access, special partner agreed deliverables, promotions, special offer, commission or preferential treatment
• Obtain partner approved marketing collaterals, images and copy for marketing channels (including approved content format to serve digital channels – web and mobile app)
• Manage on-going relationships with identified service partners. Possess a good understanding of terms and conditions that will go with partners’ benefits. Ensure corrective systems and procedures are established to reinforce utilization and to ensure ongoing quality.
• Collaborate with all Aspire Lifestyles’ markets globally, marketing & partnership teams to establish cross border offerings.
• Ensure that identified partners and their offers are recorded in a global knowledge database to enable easy search and recommendation of relevant partner offers by concierges when fulfilling customer requests.
• Work closely with Service Delivery (Concierge Manager, QA & Trainer) to provide input and assist with the development and delivery of the necessary training to the Concierge Consultants on how best to recommend and fulfill the partners that have been selected.

Client sales and marketing engagement

• Develop custom benefit, reward and experiential offerings for client programs utilizing relevant and valued partnership assets / offers.
• Consult with clients on rewards program design, marketing promotions and all channels of digital and offline marketing platforms to drive program ROI and utilization
• Work closely with BD, marketing and Client Service to identify and utilize data and marketing assets to secure best possible benefit/offer set to clients. Manage creation and production of all program-marketing materials, ensuring client’s brand is being represented to their customers to increase engagement (utilization) and loyalty (as measured by NPS)
• Work closely with sales to understand prospect needs and opportunities. Support sales efforts to pitch and sell the global product set as well as custom benefits development.
• Understand clients' changing needs and identify client growth opportunities as they relate to loyalty (e.g., rewards, marketing promotions, benefits, experiences and sponsorships).
• Conceptualize and develop unique, branded events and experience packages that clients can promote to their customers to enhance brand awareness that drive utilization.
• Ensure that any other local, regional or assigned projects are on track and met.

Driving engagement with affluent customers of our Existing Clients

• Executing on agreed engagement initiatives with our clients as per jointly agreed marketing calendars to drive utilization and client ROI
• Training the stakeholders of our clients like RMs, Dealers etc. on program nuances so that they can promote the program benefits to their respective customers
• Account reviews to discuss progress, understand gaps and expectations from clients and continuously work on improving the engagement initiatives
• Engagement benefits/ events will be secured by Partnership team but executed by Account Management team and some examples of such initiatives are:
• Welcome benefits
• Member birthday greetings and gifting
• New program launches like airport transfer
• Travel, Lifestyle Offers
• On ground and digital expert talks & events like Golf lesson for family members

Close collaboration would be required with following departments

• Business Development
• Marketing
• Partnerships
• Service Delivery or Operations
• Training & Quality

Other Duties

• To coach, develop and mentor the reporting PDM staff in India
• To work within and adhere to all Aspire’s policies and procedures.
• To carry out any other reasonable duties as requested by the line manager and other senior management members.

C. Job Profile

Required Skills and Knowledge (Brief description of technical knowledge or skills needed to perform the job)

• Skills / Knowledge: IT literate and proficient in the use of computer software including Microsoft Outlook, Excel, Power Point.
• Persuasive, articulate and able to work with and influence people at all levels, diverse background/ industries and personalities.
• Self motivated and possess excellent relationship management skill that helps in achieving quantitative results.
• Able to work in a calm, logical and professional manner at all times.
• Good organizational and administrative skills.
• Creative & out of the box thinking.
• Report writing skills. Demonstrate a consultative sales approach and be able to foster relations with a wide range of local and expatriate clients.

Required Competencies (Critical behaviors necessary to successfully perform the job)

Customer orientation

• Actively listens and seeks information, identifies customer/client need and checks understanding, builds rapport, develops relationships with key customers/clients, confident in building relationships at all levels.

Communication

• Excellent written & oral communication in English; good knowledge of local language.
• Actively listens, checks understanding, uses language and tone appropriate for the audience, expresses ideas clearly and logically.

Ethics and Values

• Adheres to the company’s Core Values and beliefs during both good and bad times; acts in line with those values.

Ability to work under pressure

• Able to work under pressure to meet deadlines. Uses positive and constructive coping strategies when under pressure. At all times conducts oneself professionally to reflect positively on the profession he/she represents.

Initiative and Innovation

• Proactive, generates creative solutions, uses different approaches to resolve issues, generates ideas for improvement, and takes productive action(s) without being asked.

Problem solving

• Uses logic and methods to solve difficult problems with effective solutions; probes all sources for answers; can see hidden problems; is good at honest analysis; looks beyond the obvious and doesn’t stop at first answers.

Good Negotiating skills

• Ability to negotiate skillfully in tough situations with both internal and external groups; make winning negotiations; can be both direct and forceful as well as diplomatic; gains trust quickly of other parties to facilitate negotiations.

Result orientation

• Effectively sets and achieves realistic goals, monitors own progress and assesses quality, develops and follows action plans, seeks feedback and modifies accordingly.

Required Work Experience (Brief description of the job-related experience needed to perform the job)

• 10+ years of proven Account Management experience in Product & Services industry handling MNC clientele.
• Experience of working with matrix organization is preferable.
• Luxury product experience an advantage

Required Qualifications (Brief description of the educational background needed to perform the job)

• Minimum graduate (any stream).

MBA with specialization in Sales/ Marketing or related subjects

Required Languages (Brief description of the language skills needed to perform the job)

• Excellent oral and written English communication and good knowledge of local language (usually Hindi).

Travel / Rotation Requirements (Brief description of any travel or rotation requirements)

• As and when required.