Head - Program Management - IIT/IIM/XL

Head Program Management

About the Organization

Loylty Rewardz Mngt. Pvt. Ltd. is India’s Premier Loyalty & Relationship management company. We help industries to develop and operate Loyalty Programs, installing best loyalty marketing practices and processes, generating lasting relationships and garnering incremental business with their customer base. Founded in 2006, Loylty Rewardz management has a history of creating large-scale, successful customer-focused loyalty programs. We are venture-funded by VenturEast Venture Capital Fund and Canaan Partners.

Loylty Rewardz currently manages Loyalty Programs for over 160 mn of the about 220mn Debit cards in India. We began by managing the Loyalty program for India's largest bank - State Bank of India and currently have a significant dominance amongst the Public Sector Banks here with over 55% market share amongst all credit & debit cards put together. Currently we also manage loyalty programs for HDFC, Citibank, ISB & the likes. We would soon be launching a very innovative group loyalty platform that will help us consolidate the strengths of the different programs we run.

Objective

- Drive effective operational and technological management of all Programs, through in depth understanding of business requirements

- Set & drive quality of programs & processes with customer focus

Key Responsibilities

- Strategic Leadership & People Management

- Provide budgets for operations; set strategic processes; drive compliance; review & drive performance of team; motivate & develop team

- Inputs into Business Development

- Raise queries to the commercial team to understand context of customer RFP; Prepare concept document; process flows; time estimation; requirement document etc for RFP; client presentation
Implementation - Process basis Scoping and BRD

- Discuss & firm up scope of work with commercial team; Set delivery guidelines; Drive adherence to timelines & quality of delivery; Prepare UAT & cutover for launch of the program; Monitor the program post launch; propose regular feature enhancements; internally drive quality enhancements

Escalation Management

- Resolve escalated customer queries; fix bugs & implement permanent solutions; work with technology, operations & customer service teams;

Program health checks

- Define performance parameters for various programs & processes (viz. LIDSYS Interface, payment gateway, smart layer, MAX; design reporting tools; monitor performance of various programs based on set standards; drive adherence to set quality standards

Liaison with Finance

- Provide transaction data to finance team; liaison with finance for reconciliation

Analytics

- Segment customers based on type of card, location, retail-outlets, amount, category of spend (clothing/grocery) etc; Define target customers for campaigns for our partners; track campaign success based on transaction data received; draw consumer loyalty trends towards specific partners/ outlets/ locations/ card preference etc;

- Collate report requirements from the business development, relationship mngt & acquisitions teams; define report sections; highlight spend behaviours from different perspectives; share key consumer loyalty insights; Create predictive analytics models to predict customer life-time value, spend behaviour, sales at partner outlet

Candidate Profile

Education: Graduate Engineer & MBA (Tier 1 colleges only, IIM, IIT & XLRI)

Qualification: Alteast 7 years of experience; atleast 4+ years in program management

Business Understanding: Understanding of revenue, travel, loyalty domains

Please send your resume to careers@loylty.com

Contact Us
careers@loylty.com
022 - 40454747