FUNCTIONAL AREA : Customer Experiences & Services
POSITION’S OBJECTIVE :
Manage the end-to-end onboarding and ongoing engagement of Rewards Partners that are a part of Fabfamily, ensuring customers can redeem their Fabcoins towards a variety of Experiences, Benefits, and Causes. Additionally, address and manage Fabfamily Members' queries and special requests as a secondary responsibility.
KEY RESPONSIBILITIES :
Onboarding and Management of Rewards Partners :
- Identify, negotiate, onboard and maintain robust relationships with Rewards Partners across various sectors such as travel & hospitality, dining, learning, sustainability and social impact.
- Conduct Reputational Due Diligence and basic evaluations on aspects such as Sustainability, Social Impact, Promotion of Traditional Knowledge & Culture, and Healthy, Conscious Living.
- Ensure adherence to the Fabcoin Multiplier concept, negotiating deals where Fabcoins are worth significantly more than One Indian Rupee for Experiences & Benefits.
Program Management :
Develop a detailed understanding of the Fabfamily loyalty program structure.Create and manage digital and physical collateral / campaigns (social media, email, WhatsApp, Visual Merchandise) tailored for general and tier-specific communications to Fabfamily Members in our efforts to share the Fabcoin Multiplier offers being extended by our Rewards Partners.Learn and utilize the Xeno platform for tracking customer transactions, tier-movements and Fabcoins earn & burn activities.Work closely with various internal teams (Product, Technology, Fulfilment, Customer Support, Corporate Strategy, Marketing) to ensure seamless execution of program initiatives.Manage P&L to meet budgeted plans and monitor key business metrics such as increasing reward redemptions and marketing effectiveness.Customer Engagement and Issue Resolution :
Address Fabfamily Member escalations and concerns that are raised by the customer care team.Data Monitoring and Reporting :
Continuously collect, monitor, analyse and report SVC data regarding Fabcoins earn & burn activities.Use data insights to help improve the loyalty program from the customers’ perspective and partner engagement strategies.Promotions and Optimization :
Lead promotions with marketing teams, manage the microsite and app merchandising and execute promotions calendar in close coordination with our Branding & Marketing as well as E-commerce teams.Identify and implement ROI-focused marketing initiatives to increase awareness and conversion rates.JOB SPECIFICATION : Qualification :
Bachelor’s in Management or a related field
Knowledge and Skills Required :
Prior experience in sales, P&L management, growth roles preferably in an e-commerce or customer-focused company.Strong understanding of market and consumer trends, with a focus on sustainability and social impact.Self-starter with excellent communication, leadership, presentation, interpersonal and analytical skills.Ability to build and maintain strong business relationships with partners.Proficiency in using Excel and other analytical tools.Experience :
Approximately 4-7 years of experience in a relevant field.Experience in campaign management is an added advantage.Interested candidates please share your resume at
