Head Operations

Job Description: Head Operations (Loyalty Programs)

Position Title: Head – Operations, Loyalty Programs

Location: [Insert Location]

Experience Required: 10–15+ years in Loyalty Program Management / CRM / Customer Engagement Solutions

Reporting To: Director / COO

Role Overview

The Head – Operations, Loyalty Programs will be responsible for end-to-end operational management of loyalty and rewards programs across multiple industries and clients. This leadership role requires strategic oversight, process excellence, people management, and client engagement to ensure smooth delivery, high customer satisfaction, and consistent program growth. The candidate will act as the custodian of operational excellence, driving innovation, compliance, and measurable outcomes for loyalty programs.

Key Responsibilities

Program Operations Management

• Oversee daily operations of multiple loyalty programs (B2B, B2C, channel, and influencer-based).
• Define and standardize SOPs, SLAs, and process frameworks for all loyalty programs.
• Ensure seamless execution of activities including member onboarding, reward fulfillment, partner coordination, redemptions, and escalations management.
• Monitor performance against KPIs such as member engagement, redemption rates, program ROI, and client satisfaction.
• Continuously optimize processes to improve efficiency, reduce costs, and enhance member experience.

Client & Stakeholder Management

• Serve as the primary operational point of contact for key clients and stakeholders.
• Conduct quarterly business reviews, presentations, and performance updates with CXOs and senior leadership of client organizations.
• Collaborate with internal cross-functional teams (Technology, Rewards, Customer Support, Marketing, Finance) to deliver on client requirements.
• Manage program migrations, onboarding of new clients, and launch of new loyalty initiatives.

Team Leadership & Development

• Lead and mentor a large operations team including program managers, client success managers, analysts, and L1/L2 resources.
• Drive performance management, team training, and succession planning.
• Create a culture of ownership, accountability, and excellence across the team.
• Establish strong governance practices and conduct regular team reviews.

Technology & Process Enablement

• Collaborate with the IT/Product teams for platform enhancements, dashboards, and automation of manual processes.
• Ensure effective data governance, compliance with ISO/GDPR/SOC2 standards, and secure handling of customer data.
• Drive digital adoption by clients and end-users through analytics, app/web platforms, and reporting tools.
• Ensure programs are equipped with customized reporting, loyalty dashboards, and data-driven insights.

Financial & Strategic Accountability

• Own the P&L for loyalty operations ensuring profitability and cost efficiency.
• Track program budgets, reward costs, and operational expenses.
• Contribute to strategic decisions on program design, reward mix, and commercial models.
• Provide competitive benchmarking and industry insights to keep programs relevant and future-ready.

Governance, Risk & Compliance

• Ensure all programs are run with high transparency, real-time reporting, and audit readiness.
• Establish TDS and tax compliance processes for rewards.
• Proactively manage risk in delivery, client satisfaction, and data security.

Key Skills & Competencies

• Strong expertise in Loyalty Program Management, CRM, Rewards Operations, and Customer Engagement.
• Proven experience in managing large-scale B2B/B2C loyalty programs.
• Exceptional leadership and team management capabilities.
• Strong client-facing, communication, and presentation skills.
• Proficiency in analytics, dashboards, and reporting systems.
• Ability to work in a fast-paced, multi-client, multi-industry environment.
• Strategic mindset with the ability to balance operations and business outcomes.

Qualifications

• MBA / Postgraduate in Marketing, Operations, or Business Management.
• 10–15 years of relevant experience in Loyalty Programs / CRM / Rewards / Operations, with at least 5 years in a leadership role.
• Exposure to SaaS-based loyalty platforms, ERP/CRM tools, and digital engagement solutions is preferred.

Career Path & Growth

• Opportunity to grow into Business Head / COO-level roles.
• High visibility role with direct impact on client retention, program success, and revenue growth.