Head Customer Loyalty and Payments
Bangalore International Airport limited
Total years of experience :15 years, 11 Months
• Directed end-to-end RFP/RFQ procedures for digital products, aligning specifications with strategic goals. Orchestrated cross-functional collaboration for scoping, vendor assessment, and contract finalization, ensuring streamlined evaluations and seamless implementations.
• Drove amplified customer engagement and loyalty via digital touchpoints, emphasizing App adoption, activation, usage, retention, and cross/up-selling strategies.
• Spearheaded comprehensive lifecycle marketing strategies across diverse brands, leveraging advanced tactics like customer segmentation, personalization, automated user journeys, and rigorous A/B testing.
• Integrated new products, refined customer propositions, and optimized digital journeys, NPS, and automation features, significantly enhancing both customer experience and operational efficiency.
• Orchestrated the routing of 100% of digital payments through BIAL’s payment gateway, BLRPAY, establishing it as the preferred platform for all concessionaires and customers at BIAL.
• Conceptualized, executed, and monitored campaigns and engagement, orchestrating collaboration with banks, acquirers, and payment networks for seamless operations.
• Partnered with internal cross-functional teams and vendors to deliver a comprehensive digital roadmap for enhanced customer engagement and experience across all touchpoints.
• Conducted continuous monitoring and optimization of performance across all KPIs, driving data-driven action plans derived from insightful analytics and thorough research.
• Strategic Leadership: Head of Customer Loyalty and Retention for B2B customers.
• Crafted and executed data-driven customer retention strategies, augmenting service usage and transactions.
• Spearheaded direct marketing communication strategies in collaboration with government departments and BSNL.
• Elevated customer engagement through multi-channel communication and established a streamlined complaint handling process and drove continuous improvements.
• Presented monthly dashboards showcasing campaign results to leadership.
• Utilized advanced marketing tools like Constant Contact and HubSpot for campaign and lead management.
• Responsible for developing and executing direct marketing campaigns for 20 million + loyal customer base with the objective of increasing repeat, ticket size and reducing churn.
• Develop and execute loyalty marketing programs during EOSS and season launches.
• Plan and initiate monthly or quarterly Loyalty marketing campaigns to engage with Landmark Rewards Members.
• Lead Customer lifetime value program with clear focus on business growth from existing customers.
• Drive GTM strategies for Max retail division in coordination with cross functional teams.
• Lead strategic partnership alliances with banks, Internal and external brands.
• Contributed 70% to loyalty customer sales and increased 6% in ticket size by optimizing loyalty strategies.
• Created MVC \[Most Valued Customer\] Program to engage prime customers of Max and increase their stickiness and make them spend more.
• Ensure 360 alignment between retail operations, Offline marketing, and e-commerce teams to create seamless communication strategies to retain and engage customers.
Achievements:
• Increased customer repeat purchase from 2.4 to 3.2 times a year - 33% growth.
• Increase customer basket size from 2.1 to 3.2 merchandise per bill from various departments.
• Launched Max buddy program to offer customized offers to every customer visiting Max.
• Strategic Leadership: Leading Customer Loyalty and Data Analytics.
• Orchestrated store-specific communication strategies.
• Planned Loyalty campaigns to boost repeat transactions and ticket size.
• Implemented a robust CRM marketing calendar.
• Monitored Loyalty Campaigns for continuous improvement.
• Collaborated closely with regional customer Loyalty managers.
• Executed database marketing campaigns targeting central customers.
• Business Consulting and Strategic Leadership
• Planned and executed customer engagement activities.
• Developed earn-and-burn campaigns.
• Created loyalty campaigns for new store launches.
• Managed inbound customer activities.
• Strategic Leadership: Designed and Executed Loyalty Campaigns
• Planned and executed loyalty campaigns to increase footfall and transactions for PAYBACK retail partners.
• Developed engagement activities to align PAYBACK retail partners with B2B/B2E clients.
• Successfully onboarded retail and B2B partners to offer loyalty program benefits.
• Managed partner microsites for Payback B2B clients.
Strategic Planning: BTL Campaigns and Product Launches
• Developed and implemented BTL campaigns and product launches.
• Created sales toolkits.
lead the team of students in various inter college competitions. Elected as Students Representative