Job Summary
The Senior Manager – Member Experience will own contact centre operations and governance for the IndiGo BluChip loyalty program, drive automation support initiatives, and manage leadership-level member escalations to ensure consistently superior member experience and brand trust.
Key Responsibilities
- Contact Centre Operations
- Own end-to-end contact centre performance for all BluChip-related interactions.
- Drive key KPIs including CSAT/NPS, SLA adherence, AHT, FCR, QA scores, and escalation TAT.
- Lead vendor management, capacity planning, and performance improvement initiatives.
- Contact Centre Governance
- Establish and enforce governance frameworks, SOP adherence, and service quality standards.
- Ensure alignment with loyalty policies, audit requirements, and compliance guidelines.
- Review root causes of repeat complaints and drive continuous improvement actions.
- Automation & Digital Enablement
- Support automation and digital deflection initiatives in partnership with CRM, tech, and digital teams.
- Identify opportunities to reduce contact volumes through self-service, workflow automation, and AI-led CX initiatives.
- Track and report impact of automation on cost, efficiency, and member experience.
- Leadership Escalation Management
- Act as the single-point owner for leadership-level member escalations.
- Proactively reach out to high-value or escalated members via calls/emails to provide resolution and service recovery.
- Ensure timely closure and feedback loop to prevent recurrence.
- Stakeholder Management
- Work closely with Loyalty, CRM, Digital, Tech, Operations, and Contact Centre partners.
- Represent member experience insights in internal forums and senior leadership discussions.
Key Performance Indicators (KPIs)
- Member CSAT / NPS for loyalty interactions
- Contact Centre SLA & Quality Scores
- Escalation resolution TAT and repeat complaint reduction
- Automation-led contact deflection
- Vendor performance and governance compliance
Experience
Skills & Experience
- 8–12 years of experience in customer experience, contact centre operations, or loyalty programs.
- Proven leadership experience managing large-scale contact centre operations.
Core Skills
- Strong expertise in contact centre governance, CX metrics, and escalation management.
- Ability to work cross-functionally with senior stakeholders.
- Strong problem-solving, communication, and member advocacy skills.
Good to Have
- Exposure to CRM platforms (Salesforce preferred).
- Experience supporting automation / AI-led CX initiatives.
- Airline, loyalty, or travel industry experience.
