Job Purpose:
Associate Manager – Loyalty is a role that involves in-depth knowledge and expertise in loyalty products, services, or processes. This role involves overseeing all loyalty operations, driving program enhancements and ensuring the loyalty program aligns with company’s overall business objectivities.
Key Accountabilities:
• Product Knowledge: Develop a deep understanding of the loyalty products, services, and processes, including features, functionalities, and troubleshooting techniques.
• Process Improvement: Identify opportunities for process improvement and collaborate with management and cross-functional teams to implement changes that enhance overall efficiency and customer satisfaction.
• Stakeholder Collaboration: Collaborate with internal stakeholders, such as product managers, technical support teams, and training departments, to stay updated on product/service changes and enhancements. Act as a liaison between customer facing teams, facilitating effective communication and problem resolution.
• Incident Reporting & Bug Management: Identify and report bugs in the current systems. Collaborate with IT & technical teams to ensure timely resolution of the issues, minimizing disruptions for customers and ensuring seamless user experiences.
• User Acceptance Testing (UAT): Execution of UAT for new features or updates to the loyalty platform. Ensure that enhancement meet business requirements and provide a seamless user experience before deployment.
• Customer Effort Reduction: Reduce customer service contacts by improving the existing functionalities, introducing new self-service features and enhancing the current processes & policies. Ensure customers can easily access and manage their accounts, rewards and information independently.
• Reporting and Analytics: Collect and analyze data related to customer inquiries and generate reports and provide insights to management on trends, issues, and areas for improvement.
• Training and Mentoring: Provide training and guidance to new and existing CS agents, Airports & other stakeholders ensuring they have the necessary knowledge and skills to effectively handle customer inquiries and issues.
• Documentation and Knowledge Management: Develop & maintain knowledge bases, FAQs, and standard operating procedures (SOPs) to ensure accurate and up-to-date information is available to all customer facing teams.
