Kotak Mahindra Bank - Portfolio Head - Loyalty - Credit Cards

- Portfolio Head loyalty involves introduction of various campaigns to increase customer retention through various loyalty and reward offers. The role will drive and enhance communication of the brand proposition to a broader range of targeted customers. 

- You will be instrumental in improving the processes and program features to cater to bank and customer expectations. The role is for those who can lead, manage and drive - the loyalty programs for all banking products. The role expects to drive strategic priorities around  remarkable customer experience, through various loyalty, rewards and redemption programs.

Roles and Responsibilities:

- Create program KPIs and ongoing reporting to measure loyalty program effectiveness

- Leverage technology to deliver Cost and Customer Experience advantages

- Develop and implement strategies that grow customer base and drive sale & traffic, leveraging loyalty and cross selling programs

- Include and update the rewards catalogue with up to date to manage rewards points for bank wide products

- Run campaigns segment wise, overall as required for promoting redemptions and spending on cards

- Improve the reward program consistently to ensure seamless and friendly redemption process for customers

- Identify, highlight and attempt changes in portfolio, basis overall portfolio health, and cost of addition, servicing and bank's overall objectives

- Launch and run new platforms on loyalty, rewards redemption and promote them through various offers

- Ensure customer satisfaction and 95% fulfillment of requests

- Introduce and run campaigns to retain customer stickiness on credit cards through various offers

- Manage lead the communication for loyalty section of the website and increase mobile app ownership.

- Lead, manage and drive loyalty and rewards transactions and map it to business strategy

- Drive and manage accrual and redemption transaction for loyalty business for bank wide products

Desired Skill Sets:

- Understanding of loyalty domain with 12-18 years of experience into managing Loyalty portfolio.

- Broad knowledge of business banking products

- In depth knowledge in different mode of advertisements and promotions

- Set clear goals for the strategy and ensures its correct and timely execution

- Does Long term coaching of developing people and anticipates, plans to all types of team dynamics

- Lead the customer loyalty points, rewards and promotional campaigns

- Deals firmly and promptly with different partners and strategies promotions and advertisement for customer experience programs

What you can expect:

- A culture where leaders have the autonomy and support to drive the business agenda.

- Strong processes that enable employees to deliver their best every day.

- A well-defined roadmap where performers have the opportunities to learn and grow.

- We believe in the power of professional entrepreneurship. Giving our people ownership of their work empowers and inspires them to do better each day. This way, we are creating the next generation of leaders.