Reward360 - Vice President - Concierge

Reward360 Global Services is India's premier Customer Engagement Solution provider. R360 powers a data-driven customer engagement ecosystem that enables the world's leading organizations to earn customer loyalty every day. For over 18 years, R360's loyalty and reward platforms have driven ambitious loyalty programs for some of the world's biggest brands - including Standard Chartered Bank, American Express, HDFC Bank, ICICI Bank, and Axis Bank. We have 1000+ global retail partnerships and offer our clients reward programs, nuanced customer segmentation, data-centric campaigns, and big data analytics.

Our Technology, Marketing, Alliances, Business, Product, and Operations teams collaborate to develop and execute highly successful loyalty programs in India. With over 2000 retail alliances nationwide and access to over 10 million rewards globally, we possess a distinct advantage, positioning us as one of the most dynamic and rapidly expanding loyalty companies in Asia.

Over 300+ dedicated team members work in collaboration to create world-class loyalty products out of our Corporate Office and Operation Hubs.

About the Role:

VP, Concierge would play a key role in leading and managing the digital concierge function at R360 group. R360's digital concierge team would deal with the premier customer base of India's leading banks, airlines, and retail partners.

The role would primarily involve -

1. 0-1 journey of setting up the concierge team for affluent customers which involves hiring, training and mentorship, process development and compliance fulfilment.

2. Scale-up, assistance in growth and new client acquisition.

3. P&L ownership

4. Continuous iteration on process, service quality and delivery experiences.

The concierge service line is envisioned to play a crucial role in the long-term business growth of R360 group and as such expectational leadership and experience is expected.

Key responsibilities:

- Leading a team of concierge professionals, setting goals, and ensuring exceptional service delivery.

- Tracking and analyzing key performance metrics to ensure service excellence and client satisfaction.

- Frontend and manage the end-to-end delivery of solutions and services for the clients while working with the internal & external stakeholders.

- Identifying and mitigating risks associated with concierge services, including data privacy and security.

- Process optimization, developing strategies to engage clients and enhance their customer experience.

- Keeping abreast of industry trends and implementing innovative solutions to enhance the concierge services offered for the client

- Ensuring compliance with regulatory requirements and internal policies.

- Providing regular reports to senior management on the performance of the concierge services team and client satisfaction levels.

What you will need:

- A bachelor/ master's degree with an overall experience of 12+ years. Preference - MBA degree with additional qualifications related to concierge services.

- Minimum 5+ years of experience in managing B2B clients for Concierge services for affluent customers.

- Experience in loyalty & rewards and/or e-commerce and/or BFSI/Airlines will be preferred.

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

- Experience in managing clients is a must.

- Excellent written, verbal communication and interpersonal skills.

- Excellent team management and leadership skills.