Job/Soft skill training

Health insurance

Office cab/shuttle

Cafeteria

Free meal

Professional degree assistance

Child care facility

International/On-site exposure

Office gym

Joining bonus

Course reimbursements

Annual health checkup

Annual leaves

Paternity leaves

Mental health wellbeing

Life insurance

Gifts on festivals

Gym membership

Car lease

Career break/Sabbatical

Retirement benefits

Maternity leaves

InterGlobe Aviation Reviews by Employees

Customer Service Executive

Security Officer

Senior Executive

Security Executive

Customer Service Officer

Assistant Manager

Cabin Attendant

Cabin Crew

Airport Ground Staff

Executive

Ground Staff

Senior Cabin Attendant

Senior Customer Service Executive

Senior Security Executive

Lead Cabin Attendant

Aircraft Maintenance Technician

Executive Security Officer

Aocs

Aircraft Maintenance Engineer

Flight Attendant

Manager

Customer Service Associate

Cabin Crew Incharge

Technical Officer

Executive Officer

Process Associate

Junior Technical Officer

Cargo Officer

Finance Executive

Operations Executive

Cargo Executive

Flight Manager

Customer Care Executive

Officer

Associate Technician

Senior Manager

Senior Aircraft Maintenance Technician

Security Manager

Assistant Manager Security

Security Supervisor

Senior Cabin Crew

Desktop Support Engineer

IT Executive

Data Analyst

Aircraft Technician

Supervisor

Associate Engineer

Senior Technician

Assistant Manager Operations

Assistant Technical Officer

Cargo Operations Executive

Associate Director

Senior Executive Operations

Administration Executive

Airport Manager

Technician

Cabin Crew Lead

Inflight Manager

Customer Service Agent

Customer Service Manager

Junior Technician

Associate

Lead Flight Attendant

Senior Executive - Finance

Ramp Officer

Analyst

Driver

Operations Manager

HR Executive

Airport Operations Executive

Cargo Operations Officer

Ramp Customer Service Executive

Loader Operator

Assistant Sales Manager

Project Manager

Security

Computer Operator

Assistant Manager Customer Service

Customer Service Professional

Data Entry Operator

Senior IT Executive

Engineer

Customer Relation Executive

Catering Executive

Catering Officer

AIR Ticketing Executive

CAR Driver

Inflight Executive

Aviation Security Officer

Ticketing Executive

Nurse

Ramp Supervisor

Skipper

Job Description (JD): Head - Customer Experience (Loyalty Division) Department: Loyalty Program Location: Gurugram (WFO, Mandatory, All 5 days) Position Type: Full-Time Reports To: Head of Loyalty Requirements: - 10+ years of experience in customer success or related roles, with at least 5 years in a leadership position, preferably in contact centre management and operations. - Proven track record of driving customer satisfaction and retention. - Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams. - Strong leadership and management skills, with the ability to motivate and mentor a team. - Analytical and data-driven, with experience developing and implementing customer success metrics and KPIs. - Excellent problem-solving skills and ability to handle customer escalations. - Strong understanding of customer experience best practices. 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 Customer Experience Head to oversee and drive the success of the Loyalty Program, with a primary focus on building, managing, and scaling the Loyalty Program's customer experience practices and program operations. Job Summary The Head of Customer Experience will be responsible for providing outstanding customer service to our Loyalty Program members by developing effective customer experience framework & procedures and setting customer satisfaction goals. To be responsible for end-to-end customer contact centre and program operations processes and the associated customer experience, supporting cross team initiatives to drive improvements, improve efficiency and reduce complaints. The person will guide all functions of the customer contact centre to provide exceptional experiences for customers communicating with the contact centre seeking reservations, loyalty account information, assistance, and issue resolution. Similarly, the person will guide all functions of backend program operations including ongoing partnership and transaction managements viz. accrual transactions, redemption transactions, tier management, etc. This role will be pivotal in building strong relationships with our loyalty members, maximising those relationships to lead the customer towards proactive engagement. Responsibilities: Strategic Leadership: - Define and execute the customer experience strategy for IndiGo's Loyalty Program in alignment with the company's business goals. - Thought leader and knowledge of the latest industry trends and potential technology solutions in the loyalty domain. - Work collaboratively with the team (and external partners) at all levels across the organisation, to optimize Loyalty Program's member experience journeys and practices, and ensure those are cost-effective, scalable, easy to use and meet current and future needs. - Build, lead, and mentor a team of CX professionals, driving a culture of customer obsession throughout the loyalty department. Member Contact Centre Operations: - Manage member support through contact centre and oversee all aspects of contact centre to create and deliver exceptional member experiences driving member loyalty and satisfaction. - Develop and implement member service standards, member communication templates at contact centre, policies, and procedures to ensure consistent and exceptional service across all touchpoints. - Define and manage key customer experience metrics, including customer satisfaction (C-SAT), Net Promoter Score (NPS), Customer Effort Score (CES) and customer lifetime value (CLV). - Drive operational excellence by analysing contact centre data to improve processes, issue resolution, turnaround times and manpower resource allocation to maximize team efficiency. - Design and implement member feedback loops to drive continuous improvement and innovation. - Drive continuous improvement by addressing member issues, concerns, and trends by identifying root cause and corrective/mitigation actions. - Plan and manage on an ongoing basis the training and upskilling of the loyalty team at the contact centre in line with Loyalty Program's objectives. Program Operations: - Manage day-to-day program operations across areas like member profile management, update of member's loyalty transactions into the loyalty management system, data quality and assurance of transactions in the loyalty management system. - Collaborate with external program partners across verticals like travel, retail, financial services, etc. to ensure timely receipt of member transactions information. - End-to-end management of member transactions' lifecycle in the program - credit, debit, retro-claim, updates, etc. - Work closely with the loyalty technology and other stakeholders on new loyalty initiatives to undertake testing in the loyalty management system and manage go-live of these initiatives. - Drive operational excellence by analysing program operations data to improve processes, issue resolution, turnaround times and manpower resource allocation to maximize team efficiency. - Plan and manage on an ongoing basis the training & information update of the organization's front-line staff viz. airports, cabin crew, sales, etc. on the Loyalty Program and identify improvement opportunities and influence actions. - Promote continuous improvement by seeking and implementing industry leading tools and processes to support exceptional customer experiences. - Manage vendor relationships and partnerships to ensure best-in-class customer experience services.

Gurgaon/Gurugram

IndiGo Airlines - Head - Customer Experience - Loyalty Division 

Job Description for IndiGo Airlines - Head - Customer Experience - Loyalty Division  in IndiGo (InterGlobe Aviation Ltd) in  Gurgaon/Gurugram for (10-15) years of experience. Apply Now!

IndiGo Airlines - Head - Customer Experience - Loyalty Division  | iimjobs.com