Deputy Vice President - Rewards and Loyalty

SBI Card · India

Role Purpose : Responsible for leading a team to manage the Loyalty program for the SBI Credit Cards portfolio; optimize redemption rate and rewards costs.

Role Accountability

1. Devise and implement rewards and loyalty programs execution plan to manage redemption rate withing a given cost per point and within overall assigned budgets
2. Manage rewards processes from control standpoint and perform checks to prevent misuse of reward points
3. Develop and nurture strategic and tactical partnerships & programs at a regional & national level for direct deals on redemption
4. Manage agency relationships for rewards fulfillment and ensure their service delivery levels are in line with agreed SLAs
5. Work with Cross functional team of IT and Finance to ensure proper reporting of rewards
6. Monitor budget adherence in redemption rate and cost per point and highlight need for additional funds to keep pace with business volumes
7. Oversee timely preparation and dissemination of reward and loyalty program data for board reporting purposes
8. Scan the market to identify best practices/latest trends in rewards/loyalty programs and recommend the same for adoption within SBI Card
9. Ensure proper documentation of program level data and business processes for audit readiness
10. Ensure process documentation and compliance adherence

Measures of Success

1. Cost per Point Movement
2. Cash to non-cash redemption Ratio
3. No adverse observations in internal / external audits
4. Cost adherence in rewards & loyalty program management
5. Engagement Matrix / Customer Satisfaction Index
6. Process adherence as per MOU

Technical Skills / Experience / Certifications

1. Good Knowledge on Consumer and Competition behavior and Credit Card Market Dynamics
2. Knowledge of loyalty & rewards preferred

Competencies critical to the role

1. Planning & Organizing
2. Relationship Management
3. Teamwork & Collaboration
4. Analytical Ability
5. Negotiation & Influencing
6. Innovation & Problem Solving

Qualification : MBA /PGDBM in Marketing or any other relevant discipline

Preferred Industry: Payment Card Industry, Retail & travel