Description:

Job Summary:

The Senior Manager - Member Experience will own contact centre operations and governance for the IndiGo BluChip loyalty program, drive automation support initiatives, and manage leadership-level member escalations to ensure consistently superior member experience and brand trust.

Key Responsibilities:

Contact Centre Operations:

- Own end-to-end contact centre performance for all BluChip-related interactions.

- Drive key KPIs including CSAT/NPS, SLA adherence, AHT, FCR, QA scores, and escalation TAT.

- Lead vendor management, capacity planning, and performance improvement initiatives.

Contact Centre Governance:

- Establish and enforce governance frameworks, SOP adherence, and service quality standards.

- Ensure alignment with loyalty policies, audit requirements, and compliance guidelines.

- Review root causes of repeat complaints and drive continuous improvement actions.

Automation & Digital Enablement:

- Support automation and digital deflection initiatives in partnership with CRM, tech, and digital teams.

- Identify opportunities to reduce contact volumes through self-service, workflow automation, and AI-led CX initiatives.

- Track and report impact of automation on cost, efficiency, and member experience.

Leadership Escalation Management:

- Act as the single-point owner for leadership-level member escalations.

- Proactively reach out to high-value or escalated members via calls/emails to provide resolution and service recovery.

- Ensure timely closure and feedback loop to prevent recurrence.

Stakeholder Management:

- Work closely with Loyalty, CRM, Digital, Tech, Operations, and Contact Centre partners.

- Represent member experience insights in internal forums and senior leadership discussions.

Key Performance Indicators (KPIs):

- Member CSAT / NPS for loyalty interactions.

- Contact Centre SLA & Quality Scores.

- Escalation resolution TAT and repeat complaint reduction.

- Automation-led contact deflection.

- Vendor performance and governance compliance.

Experience:

Skills & Experience:

- 8-12 years of experience in customer experience, contact centre operations, or loyalty programs.

- Proven leadership experience managing large-scale contact centre operations.

Core Skills:

- Strong expertise in contact centre governance, CX metrics, and escalation management.

- Ability to work cross-functionally with senior stakeholders.

- Strong problem-solving, communication, and member advocacy skills.

Good to Have:

- Exposure to CRM platforms (Salesforce preferred).

- Experience supporting automation / AI-led CX initiatives.

- Airline, loyalty, or travel industry experience.