Operations Manager(Loyalty Programs)

Company Profile

Customer Capital is at the forefront of providing innovative Product as a Service solutions, tailored to 

meet the needs of large enterprises. We specialize in creating commerce platforms — including shopping,

travel, and deals — that are seamlessly integrated with loyalty programs to serve the end customers of our

clients. Our solutions enhance customer engagement and loyalty for the end customers of our enterprise 

clients.

As a funded company founded by industry veterans in India, Customer Capital leverages a robust SaaS 

cloud-based platform to power these comprehensive solutions. Our expertise lies in combining loyalty 

with commerce to drive meaningful customer interactions and boost engagement. Join us to be part of a 

dynamic team that is transforming the landscape of loyalty and commerce for some of the biggest names 

in the industry.

Job Title — Operations Manager, Loyalty Program

Location: Mumbai

Position: Full-time

Direct Reporting: Program Lead

Dotted Reporting: Operations Head

Only candidates from hospitality and travel background will be contacted

Job Summary

The Operations Manager will oversee the day-to-day functioning of the loyalty program, particularly from

a resort standpoint, ensuring seamless coordination across resorts, finance, marketing, and contact center 

teams. The role holder will ensure adherence to loyalty metrics, process efficiency, and operational 

excellence.

Key Responsibilities

1. Operational Management

• Drive end-to-end operational processes across all program touchpoints.

• Coordinate with internal teams to ensure timely reconciliation, reporting, and issue resolution.

• Supervise the reporting and monitor key updates of the employee engagement program and call 

center operations.

• Stakeholder management across resorts, finance, marketing, and contact center teams.

2. Performance Management

• Monitor key loyalty metrics like member satisfaction, budget deployment vs. impact, and user 

spends.

• Identify process gaps and recommend solutions for improvement.

• Serve as the escalation point for operational challenges.

3. Continuous Improvement

• Develop and implement best practices to enhance member experience.

• Work closely with tech and product teams to streamline workflows.

Key Performance Indicators (KPIs)

• Program efficacies at resort levels (increase in spends, earn and redeeming members, etc.).

• CSAT scores, overall and at a resort level.

• Budget allocation vs. utilization tracking and efficacy.

• Program awareness and perception metrics.

Required Skills and Experience

• MBA/PGDM in Marketing or equivalent.

• 10–12 years of experience in loyalty operations, vendor operations, resort management, or front 

desk management.

• Should have managed/owned an end-to-end customer-impacting process.

• Exposure to loyalty platforms, POS systems, and data processes preferred.

• Travel & Hospitality experience preferred.

• Strong negotiation and stakeholder management skills.

• Excellent relationship-building and collaboration abilities.

• Analytical and results-oriented mindset with a focus on evaluating and driving cross-functional 

performance.

Additional Details

• Location: Mumbai.

• Travel: As per job & client requirement.

• Industry Type: Travel & Hospitality — Loyalty Program