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Role: Business Head - Travel Services Department: Loyalty Program Location: Gurugram (WFO, All 5 days Mandatory) Position Type: Full-Time Reports To: Head of Loyalty Qualifications: - Master's degree in Business, Marketing, or a related field. - Minimum of 15 years of experience in Loyalty Program management, preferably in the airline industry. - Proven track record of building and managing successful partnerships. - Strong analytical and financial acumen. - Excellent communication and leadership skills. - Strategic thinker with the ability to drive results. About IndiGo: IndiGo is a leading airline dedicated to providing exceptional travel experiences to our customers. As part of our commitment to customer loyalty and satisfaction, we are in the process of designing a cutting-edge Loyalty Program. We are seeking a dynamic and experienced Business Head to oversee and drive the success of the Travel Loyalty Program, with a primary focus on managing our partnership with IndiGo and achieving key airline objectives. Job Summary: The Business Head, Loyalty Program will be responsible for developing and executing a comprehensive strategy to ensure the success and growth of the Airline Loyalty Program, with a specific emphasis on managing the partnership with IndiGo. This role requires strong leadership, strategic thinking, and the ability to drive revenue growth and customer engagement in the Loyalty Program. Key Responsibilities: 1. Manage Collaboration and Alignment with IndiGo The Business Head is responsible for establishing and maintaining a productive and collaborative relationship with IndiGo, including various departments within the airline such as marketing, sales, airport services, finance, legal, and customer service. By effectively managing the relationship with IndiGo and its various departments, the Business Head plays a crucial role in ensuring that the Loyalty Program remains aligned with the airline's objectives and achieves its performance targets. This collaboration is essential for the program's success and the delivery of value to Loyalty Program members. This involves: - Alignment & Delivery of Loyalty Program objectives for IndiGo: Ensuring that the goals and objectives of the Loyalty Program are closely aligned with IndiGo's business objectives and strategies; design and implement strategies and initiatives towards achievement of these objectives. - Regular Communication: Maintaining open lines of communication with key stakeholders at IndiGo, including regular meetings and updates to discuss the progress of the partnership and address any issues or concerns. - Cross-Functional Collaboration: Collaborating with different departments within IndiGo to leverage their expertise and resources in support of the Loyalty Program. For example, working with the marketing team to create joint promotional campaigns or with the customer service team to improve the member experience. - Issue Resolution: Proactively identifying and addressing any issues or challenges that may arise in the partnership, working closely with IndiGo to find mutually beneficial solutions. - Performance Tracking: Monitoring the performance of Loyalty Program's contribution to IndiGo, such as promotional activities and member engagement, and providing feedback to ensure that performance targets are met. - Mutual Growth: Identifying opportunities for mutual growth and revenue generation, such as exploring new services, or special offers that benefit both the Loyalty Program and IndiGo. 2. Partnership Management: - Build and Maintain Partnerships: Identify, build, negotiate, and maintain strong partnerships with strategic airlines and other relevant travel category partners. Establish mutually beneficial terms and agreements. - Collaboration: Work closely with the IndiGo team, other airline & travel category partners to align Loyalty Program objectives, marketing efforts, and promotional activities. 3. Program Strategy Development: - Strategic Planning: Develop a comprehensive strategic plan for the Loyalty Program. This includes setting short-term and long-term objectives, as well as defining the strategies to achieve them. - Product Planning: Identify & develop new products, services, specific initiatives, campaigns, and projects that align with the vertical's goals and create detailed plans for their execution. 4. Program Growth: - Membership Acquisition: Devise and execute strategies to acquire new Loyalty Program members from the travel category. This includes marketing campaigns, promotions, and referral programs. - Activation, Retention & Churn Management Strategies: Develop and implement activation, retention & churn management initiatives aimed at increasing member engagement on IndiGo and the travel category, such as new points earning initiatives, new products, personalised offers, points redemption initiatives & products, gamification, and recognition programs. 5. Revenue Generation: - Member Revenue Contribution to IndiGo: Monitor and optimise the financial performance of the Loyalty Program by driving increased revenue contribution from members through their travel on IndiGo. - Member Revenue Contribution to the Loyalty Program: Lead and manage revenue generation initiatives including but not limited to sale of points to partners, new products, etc. 6. Performance Measurement: - KPI Tracking: Define, track, and analyse key performance indicators (KPIs) to assess the success of the Loyalty Program. This includes metrics like membership growth rate, member segment penetration on IndiGo, redemption rate, and customer satisfaction scores. - Reporting: Regularly report on program performance to the executive team, providing insights and recommendations for improvement. 7. Financial Planning & Management: - Business Plan: Prepare and manage the financial metrics of the travel vertial against the approved business plan. Update the plan based on a periodic basis to reflect the actual performance, and initiate corrective actions required. - P/L Management: Responsible for the P/L management for the travel vertical. - Budget Allocation: Manage the budget for the Travel vertical, ensuring efficient allocation of resources across marketing, operations, and partnership initiatives. 8. Team Leadership: - Team Building: Build and lead a high-performing team, including analysts to execute program strategies and initiatives effectively. - Performance Management: Set clear goals and expectations for team members, provide regular feedback, and promote professional development. Key Performance Indicators (KPIs): - Membership Growth Rate: Percentage increase in Loyalty Program members over time. - Revenue from Loyalty Program: Monitor the revenue generated directly from the Loyalty Program members' transactions in the travel category. - Member Engagement: Assess member participation and engagement through metrics like active members, activity penetration rate, redemption rate, and frequency of interaction with the category. - Business Plan performance: Assess performance against the Approved Business plan and the annual approved budget - Partnership Success: Evaluate the strength and profitability of program for the anchor partner IndiGo. - Customer Satisfaction: Gather feedback from members and track customer satisfaction scores to ensure a positive experience. - Cost-to-Revenue Ratio: Measure the efficiency of operations by comparing travel vertical costs to generated revenue.

Gurgaon/Gurugram

IndiGo Airlines - Business Head - Travel Services - Loyalty Program 

Job Description for IndiGo Airlines - Business Head - Travel Services - Loyalty Program  in IndiGo (InterGlobe Aviation Ltd) in  Gurgaon/Gurugram for (15-20) years of experience. Apply Now!

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