TATA SIA Airlines Limited is seeking an Assistant Manager for its Loyalty team based in Gurgaon, with the posting date being February 5, 2024. The Loyalty team is responsible for designing, maintaining, and enhancing all aspects of the Club Vistara program to provide the best value proposition to its members across various touchpoints. This role will play a vital part in supporting the team to ensure that systems and processes operate at their optimum level, enhancing functionalities, and features, and conducting regular audits to achieve Loyalty KPIs.
Key responsibilities of the Assistant Manager include defining, managing, and monitoring the configuration and activities of the Loyalty Management System, preparing business requirements documents, issuing change requests, and executing quality assurance and user acceptance tests for program developments and enhancements. The role also involves ensuring that policies related to loyalty products are defined, documented, communicated, and understood both internally and externally, as well as proactively working with all stakeholders to optimize loyalty products and features in terms of performance, member experience, and standard improvements.
The Assistant Manager will maintain a roadmap and regularly review it with stakeholders and partners, manage the delivery of benefits and privileges at all customer touchpoints, maintain audits, and identify system improvements to prevent fraudulent activities. Additionally, the role involves ensuring that loyalty-related information and configuration reflect correctly in other associated systems and providing continuous feedback to enhance the information exchange for a better member experience. The Assistant Manager will also be responsible for end-to-end reporting and MIS delivery for multiple projects, serving as a Subject Matter Expert for all aspects of the program, and creating and updating training manuals, SOPs, and member communication.
Desired skills and attributes for this role include high attention to detail with a customer focus, good communication skills, proficiency in Excel and presentation skills, effective time management, analytical and problem-solving skills, a good understanding of airline reservation systems, loyalty business processes and systems, and project management or product ownership experience would be an asset. Candidates applying for this position should have a minimum of 4 years of relevant experience and hold a graduate degree from a recognized university.
The Assistant Manager position in the Loyalty team at TATA SIA Airlines Limited offers an opportunity for individuals with strong analytical and customer-focused skills to contribute to the enhancement and optimization of the Club Vistara program and deliver an exceptional member experience.
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