The Role:

- Loyalty programs are a major driver of customer engagement with most businesses.

- To create their brand perception, customer experience and overall value by tapping into a successful loyalty program.

This role has two major elements:

1) Loyalty program management for last mile;

2) Loyalty program design and development.

1. Loyalty program management for last mile

- Effective management of proprietary loyalty programs is critical to delivering the right customer experience, supporting the growth objectives of the business, managing costs and profitability, and managing risk.

- Building and executing a customer communications and engagement plan with vendors/partners, Marketing and Portfolio Management teams to maximize engagement with the loyalty program

- Actively managing reward costs and outstanding liabilities, including planning and forecasting, reporting and insights, reward offering and mix, and marketing activities to drive more profitable customer redemption behavior

- Managing supplier and partner relationships, including managing contracts, performance metrics, profitability, due diligence and the day-to-day relationship

- Ensuring effective policies, procedures and processes

2. Loyalty program design and development

The loyalty landscape is evolving very quickly driven by innovation in technology and business models across a range of industries. This role is accountable for ensuring Delivers best in class loyalty experiences that drive customer loyalty and financial performance. This accountability includes:

- Working with the MD Operations, Business Development Team and other key stakeholders to develop the strategy and roadmap for new loyalty program aimed to enroll new customers based on deep customer insights

- Designing, building and enhancing the loyalty program over time to deliver an exceptional customer experience

- Optimizing the rewards offering and customer journey

- Continually finding ways to enhance customer engagement and the loyalty experience through innovative new value added services and engagement tools like gamification and personalization

- Continually monitoring the competitive environment and anticipating customer needs

- Periodically participating as a core team member in selecting loyalty vendors and partners and negotiating contracts

Qualifications:

Knowledge & Experience :

- Strong track record delivering results in ambiguous and challenging situations IN LAST MILE DOMAIN

- 8-14 years loyalty program and/or product management experience

- 2-3 years partnership management & payments experience

- P&L accountability

- An MBA or other post-graduate degree, or equivalent industry related experience preferred

Skills :

- Strategic thinker who can develop and execute near-term and long-term strategies and roadmaps

- Proven ability to build relationships with external partners and colleagues across different business units and groups

- Proven ability to influence without authority and drive change

- Able to think like a customer and design the right customer experience

- Proven ability to manage multiple facets of a complex business and effectively prioritize most important business levers and initiatives

- Excellent business acumen and financial, analytic and business casing skills

- Very strong communication skills (oral and written) with ability to frame and effectively communicate complex problems

- Excellent problem solving skills

- Team-oriented, collaborative and flexible

- Strong time management and project management skills

- Risk management capabilities

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