Sr. Manager-Rewards & Loyalty

Role Purpose

Responsible for operationalizing the rewards & loyalty programs as per defined business strategy, managing a large rewards budget and managing external Rewards partners.

Role Accountability

1. Act as a single point of contact (SPOC) between the company and rewards agency for all the activities related to the loyalty programs
2. Manage product and voucher introduction and rationalization. Build engagement by increasing catalogue redemption rates without corresponding increase in costs Introduce new product periodically in the catalogue
3. Create and implement periodic, seasonal and need based campaigns to increase the catalogue redemption; Strategic and tactical partnerships with various merchant partners at a regional and national level
4. Negotiate with the vendor for continuously adding more value for cardholders and lowering cost per point
5. Get regular insights on the Customer behavior, preferences etc. ensure Customer Satisfaction Index scores are optimum
6. Monitor capping of Reward points, accrual and redemption trends, negative reward point balances and other rewards related reporting
7. Work with Cross functional team of IT and Finance to ensure proper reporting of rewards
8. Perform process documentation and ensure compliance adherence

Measures of Success

1. Rewards Catalogue management: New Product introduction
2. Cash to Non Cash redemption Ratio
3. Agency SLA adherence
4. Timely & accurate agency billing 
5. Rewards reporting
6. Process adherence as per MOU

Technical Skills / Experience / Certifications

1. Understanding Rewards & Loyalty dynamics
2. Experience in setting up rewards programs

Competencies critical to the role

1. Analytical Ability
2. Stakeholder Management / Agency or partner management
3. Innovation & Problem Solving ability
4. Detail Orientation