Chief Manager - Loyalty & NPD

Job Description

Air India Express is hiring for Chief Manager - Loyalty & NPD for Head Quarters- Gurugram Location. Job Purpose Responsible for developing and managing loyalty programs, driving new product development (NPD), and fostering strategic partnerships Responsible for developing and executing the partnership strategy to enhance the airline's loyalty program, drive customer acquisition and retention, and deliver incremental revenue growth Role & responsibilities Strategic Activities 1. Lead the loyalty programs to drive new customer acquisition, development, and retention, and optimization of existing customer engagement 2. Control the cost of the projects and prepare budgets for various projects under Loyalty Program; suggest iteration in the budget in accordance with dynamics 3. Collaborate with customers, clients, internal SMEs, and cross-functional teams to maintain and grow the existing loyalty programs of the airline and seek out and develop new loyalty opportunities. 4. Develop and implement a comprehensive partnership strategy aligned with the airline's overall business objectives and loyalty program goals Functional Activities 5. Interface with customers through field research, usability studies, and surveys to identify/prioritize product needs and ensure an industry-leading loyalty solution that includes program design, creative theme, reward recommendations, communications, insights, program roadmap, ongoing program strategy, and ROI evaluation 6. Responsible for defining, managing, and monitoring the configuration and activities of the Loyalty Management System 7. Drive growth through customer loyalty offerings and leverage analytics and experimentation capabilities to build innovative selling strategies to optimize loyalty lifecycle management across all customer segments 8. Lead the ideation, development, and launch of new products and service 9. Conduct market research to identify trends, customer needs, and opportunities for innovation 10. Collaborate with internal teams to ensure successful NPD execution 11. Identify and evaluate potential partnership opportunities with airlines, hotels, car rental companies, financial institutions, and other relevant industries; Lead negotiations and contract development to secure mutually beneficial agreements 12. Establish and maintain strong relationships with existing partners, acting as the main point of contact and ensuring the fulfillment of partnership obligations 13. Establish key performance indicators (KPIs) and regularly monitor partnership performance, providing timely and accurate reports to senior management Team Management Provide direction and advice to the direct reports in performing their delegated responsibilities Oversee the overall performance of direct reports and ensure KPIs are well communicated and monitored Preferred candidate profile Collaborate with the marketing team to maintain and grow the existing loyalty programs and seek out and develop new loyalty opportunities Engage and manage relationships with external partners, including airlines, hotels, car rental companies, financial institutions, and other industry players, negotiating partnership agreements, resolving issues, and maximizing the value of partnerships Educational and Experience Requirements 10+ years experience in Sales and Marketing, preferably with 6+ years in creating loyalty programs Prior experience in managing airline partnerships and NPD Prior experience in the aviation sector is an added advantage