Job
Description
Job Title: Lead Loyalty & Partnerships Function: Commercial Location: Gurugram Reports To: Head – Marketing, Digital, Loyalty, Corp. Comm., Sustainability & Ancillary Experience: 8–10+ years in Sales & Marketing, with at least 5+ years in loyalty programs and partnerships Role Overview The Lead – Loyalty & Partnerships will be responsible for strategizing, implementing, and managing loyalty programs and building strategic partnerships to drive customer acquisition, retention, and revenue growth. The role involves developing innovative, data-driven loyalty initiatives and identifying high-impact partnerships across industries to enhance the customer experience and commercial performance. Key Responsibilities Strategic Leadership Design and lead loyalty programs to optimize customer lifecycle value and engagement. Develop and implement partnership strategies that align with overall business and loyalty goals. Plan and control project budgets related to loyalty and partnership initiatives. Loyalty Program Management Lead loyalty campaigns focused on customer acquisition, engagement, and retention. Identify and implement enhancements to the loyalty management system. Drive innovation and performance in the loyalty lifecycle using analytics and customer insights. Conduct regular usability studies, surveys, and market research to keep the loyalty program competitive. Partnership Development & Management Identify, evaluate, and negotiate strategic alliances with airlines, hotels, financial institutions, mobility providers, and lifestyle brands. Lead contract development and relationship management for all partnerships. Monitor partner performance and ensure delivery on partnership objectives. Collaborate with internal stakeholders to maximize value from partnerships and loyalty integration. Cross-Functional Collaboration Work with marketing, product, and digital teams to drive awareness and uptake of loyalty features. Align loyalty and partnership strategies with broader organizational objectives. Performance Monitoring & Reporting Define and track KPIs such as partnership ROI, revenue contribution, member growth, and engagement metrics. Deliver regular performance reports to senior leadership. Team Leadership Guide and manage direct reports in the loyalty and partnerships function. Set, monitor, and evaluate KPIs for team members and provide ongoing coaching. Key Skills Required Strategic thinking & analytical acumen Customer-centric mindset Strong negotiation and relationship-building skills Deep understanding of loyalty ecosystems Excellent communication and stakeholder management Data-driven decision-making and reporting (e.g., using SQL, analytics tools) Awareness of market trends and competitive landscape Key Performance Indicators Revenue generated through partnerships Member acquisition and retention rates Loyalty engagement metrics (e.g., redemption rate, frequency) Partnership ROI and contract execution Budget adherence Operational performance of loyalty platform Educational & Experience Requirements Education: Master’s/MBA/PGDM in Marketing or related field Experience: Minimum 8 years in Sales/Marketing At least 5 years in managing loyalty programs and partnerships Experience in airline/travel, credit card, or e-commerce sectors preferred Aviation experience is a plus
