Reward360 - Director - Customer Success - Airport Loyalty Programs

Reward360 Global Services Pvt Ltd is India's premier Customer Engagement Solutions Company. Headquartered in Bangalore with an office in Dubai and Singapore, our 'Global' loyalty solution has been built after years of deep understanding of consumers, the nuances of the loyalty diaspora, the onset of big data, and most important the simplicity that needs to be delivered across any loyalty program.

Our Technology, Marketing, Alliances, Business, Product, and Operations teams work in collaboration to create and deliver the most successful loyalty programs in India today. With over 2000+ retail alliances in India and access to over 10 million rewards globally, gives us the edge to be one of the most exciting and growing loyalty companies in Asia.

The only constant in today's difficult and dynamic market is 'change'. Our team is dedicated to using behavioural patterns of customers combined with cutting edge technology to take complex problems that enterprises face today and simplify them. This helps make our programs more relevant and puts the customer on the path of true loyalty.

Over 100+ dedicated team members work in collaboration to create world-class loyalty products out of our Corporate Office and Operation Hubs.

We are hiring for Director - Customer Success (Airport Loyalty Programs)

About Airport Loyalty Programs _ Business Division

R360 is launching India and the region's first of its kind innovative Customer Engagement initiative aimed capturing the 100 million plus air travel passengers in the country to create India's largest loyalty program.

This will be an airport ecosystem driven program that brings to life an unmatched combination of travel reward & privileges dovetailed with online & retail earn & burn.

R360 - has already announced the launch of the first of many airport programs, in the form of Bangalore International Airport Customer Engagement program.

We will adding other leading airports in India very soon, both domestic and international.

About this role:

In this role, you will be at the fore front of Airport Loyalty Program, working with key stakeholders in implementing our class-leading industry first loyalty program. You will play a very critical role in solving business problems for the program launch & its sustained growth. You will have a deep knowledge of Loyalty program best practices combined with in-depth understanding of our product and Technology and use this knowledge to evaluate and suggest innovative solutions and workarounds for our customers while being the focal point of contact for our customer.

Must have for this role:

- Minimum 5 years of experience in 'program management' role for Airline Frequent flyer programs such as - Intermiles (Jet Privilege), Club Vistara or International Airline Programs like Emirates Skywards, Singapore KrisFlyer etc. Or Hotel Loyalty Programs like SPG, Bonvoy etc.

(or)

- Minimum 5 years of experience in in 'program management' role for multi-brand/ category programs like PayBack, Shoppers Stop First Citizen, Tata group-wide programs (Tanishq, Titan, Westside), Lifestyle Group etc

(or)

- Minimum 8 years of experience in 'Customer success/ client servicing' for loyalty program management companies like Collinson, Aimia, LoyaltyRewards, Capillary Technology etc.

What you will do -

- Project managing the launch of Airport Loyalty program(s)

- Ensure Airport Loyalty program KPI, ROI and Commercial delivery

- Frontend and manage the end-to-end delivery of solutions and services for the program

- Work closely with various internal teams including Partnership & Alliances, Technology, Product & Design, Marketing and Business Analytics to help drive our program strategy and objectives

- Work with the clients to understand their requirements, challenges and problems proactively and then work with internal stakeholders to provide a solution

- Define processes for delivering solution effectively with high quality, productivity and early / on-time delivery

- Work with a team of Data Scientists, Engineers & Analysts to deliver the next-gen Loyalty program that delivers long term customer value

- Collaborate with other product teams across the organization to ideate and find win-win-win solutions on common objectives across Growth, Unit economics and Customer experience.

What you will need -

- Master's degree with an overall experience of 12+ years. Preference - MBA

- Sound understanding of business finance. Hands-on experience will be preferred.

- Good in creating presentations and expert in crunching numbers on excel.

- Sound business fundamentals along with operational business ethics is a must.

- Experience in managing clients is a must.

- Excellent written, verbal communication and interpersonal skills.

- Extremely good at managing teams, handling difficult goals by simplifying them into smaller tasks.

- Good in hiring and nurturing talent.

- Good understanding of product/platform/IT solution delivery along with basics of information security is a must