Key Job Responsibilities
Vendor and Product Management
- Assist in the management of vendor relationships, ensuring that service levels and product deliverables meet established standards.
- Coordinate and execute product updates, configurations, and enhancements based on business and member needs.
- Work with internal stakeholders to identify opportunities for process improvements and product innovations that enhance the loyalty program experience.
System Configuration and Support
- Oversee configuration of loyalty platforms, including vendor integration, data management, and platform enhancements.
- Collaborate with IT and vendor teams to ensure system stability, timely updates, and effective rollouts of new features and configurations.
- Monitor the performance of vendor operations, identifying and addressing issues promptly to minimize disruptions.
Operational Excellence
- Support day-to-day vendor operations, ensuring smooth communication, timely resolution of issues, and adherence to service level agreements (SLAs).
- Implement and optimize operational processes that align with the loyalty program’s strategic goals and enhance member experiences.
- Assist in maintaining accurate and up-to-date documentation related to product changes, system configurations, and vendor contracts.
- Work on managing the LMS backend tool
Collaboration and Communication
- Work with marketing, data analytics, and customer service teams to ensure cohesive product and vendor strategies that drive member engagement and satisfaction.
- Provide regular updates to the Loyalty Product Experience Assistant Manager on vendor performance, product enhancements, and member feedback.
- Contribute to cross-functional initiatives and projects that support the overall loyalty strategy and goals.
- Manage all requirement documentations to ensure all features are developed and maintained as desired by the respective vendors
- Coordinate between various vendors and stakeholders across divisions to ensure proper functioning and maintenance of digital products and seamless customer experience
- Manage end to end User Acceptance Testing for all front end and backend features of the LMS and all dependent / connected mobile applications to ensure smooth user experience. Including creation of test cases and documentation of testing activity and bugs resolution with respective vendors
- Use agile project management and product development approach for all digital experience products
Education & Work Experience
- Bachelor’s degree in Business Management, Marketing, IT, or a related field.
2-4 years of experience in vendor management, product operations, or a related role within loyalty programs, customer engagement, or technology environments. - Experience with creating detailed digital product documentations including BRDs, FSDs etc.
Skills & Personal Attributes
- Strong organizational and project management skills with the ability to handle multiple tasks simultaneously.
- Excellent requirement documentation and product solutioning skills
- Excellent communication and problem-solving abilities, with a focus on vendor relationship management and operational execution.
- Proficiency in managing loyalty platforms and CRM systems, with technical aptitude for system configuration and data management.
- Analytical skills with a detail-oriented approach to identifying trends, process improvements, and performance optimization.
- Collaborative team player with a proactive mindset to drive continuous improvement and innovation.
- Proficient with JIRA or other project management tools
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