Lifestyle Manager | Relationship Manager | Loyalty Programs

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Summary:

Lifestyle Manager | Relationship Manager

Key Roles & Responsibilities:

Customer Support Operations

• Supervise and lead the support team handling loyalty-related queries (redemptions, invoices, point balances, tier upgrades/downgrades, etc.).
• Create SLAs and SOPs for query handling via WhatsApp, email, IVR, chatbot, and mobile app.
• Ensure timely resolution and zero leakage of complaints with real-time escalation protocols.

Program Governance & Reporting

• Monitor query volumes, ticket types, and resolution timelines; publish weekly dashboards for stakeholders.
• Maintain audit logs of communication and feedback for compliance and quality control.
• Escalate recurring issues to the loyalty ops or tech team for permanent resolution.

Members Experience Enhancement

• Implement mechanisms to capture feedback from dealers, influencers, and retailers post redemptions or experiences.
• Work with tech/product teams to improve self-service features (FAQs, chatbot flows, support ticketing within the app).
• Introduce empathy-driven scripts and multilingual support as needed.

Training & Knowledge Management

• Train support executives on program guidelines, reward rules, system usage, and partner journey.
• Maintain an up-to-date knowledge base and process documents for internal use.

Cross-functional Collaboration

• Coordinate with the tech team for ticket escalations and bug resolutions.
• Liaise with the rewards fulfillment team to update customers on dispatch/delivery timelines.
• Work with marketing/communication teams for festival-triggered messages and delight campaigns.

Key Qualifications:

Education & Experience

·     Bachelor’s degree in Marketing or any related discipline.

• Minimum 4–6 years of experience in Customer Support or Program Management.
• Prior experience managing loyalty or channel reward programs is a strong plus.

Skills & Competencies

• Excellent verbal and written communication (English, Hindi; regional languages are a plus).
• Strong understanding of loyalty programs, CRM tools, ticketing platforms.
• Proficient in MS Excel, MIS Reporting, and dashboard monitoring.
• Empathy-led leadership with attention to detail.
• Ability to work in a fast-paced, KPI-driven environment.