Job Title & Summary
Executive -
Loyalty Responsible for managing escalations, resolving customer issues, optimizing digital journeys, and supporting partner operations within the loyalty program.
Key Responsibilities
- Resolve escalated customer cases and coordinate with internal teams for timely closure.
- Address complex customer queries and ensure high satisfaction through empathetic communication.
- Monitor digital journeys across web and app, identifying friction points and driving improvements.
- Maintain accurate records of member activity and generate reports for stakeholders.
- Coordinate with external partners for reward fulfillment, campaign execution, and SLA compliance.
Required Skills / Must-Have
- Educational: Graduate
- Experience: 12 years
- Skill Set Required:
- Strong verbal and written communication skills
- Experience with reporting tools (Excel, Power BI, Tableau)
- Coordination across cross-functional teams (Product, Tech, UX, Support)
- Partner/vendor management
- Process documentation and SOP creation
Nice-to-Have / Preferred Skills
- Exposure to loyalty program management systems
- Familiarity with customer experience optimization tools
- Knowledge of CRM platforms
Education & Qualifications
- Preferred: Graduate degree in Business, Marketing, or related field
- Secondary: Equivalent qualification with relevant experience in customer service or loyalty programs
Certifications/Licenses
- Preferred: Certifications in Customer Experience, CRM, or Data Analytics tools (e.g., Tableau, Power BI)
Skills Grouping & Synonyms
- Customer Service: Escalation handling / complaint resolution / customer satisfaction
- Data & Reporting: Analytics / dashboards / reporting tools (Excel, Power BI, Tableau)
- Operations: Partner/vendor management / SLA monitoring / onboarding support
- Process: Documentation / SOP creation / continuous improvement
Location & Work Mode
Gurugram Full-time onsite, 5 days working, fixed shifts
