Leading Operations for Key Loyalty Programs (Driver Loyalty & Motorist Loyalty) at Jio-bp

I Manage back-end operations for First Citizen Loyalty ProgramHandle member query related to First Citizen program and work with multiple stakeholders for timely closures of the sameHave Rolled various applications for better customer experience. Few of them are:-CRM application Card less enrolmentPoints redemption via OTPDigital enrolmentNew Loyalty platformResponsible for Generating KPI report for top managementWorking on First Citizens Data enrichment and validate 4.5 million member data base. Responsible for conduction end to end UAT for and upgrade/changes to be rolled out on POS Execute Points based /Tier based campaigns Have rolled out new Loyalty Platform:- Part of core business team who was responsible for migrating current loyalty engine to a new platform. This was successfully launched and implemented remotely during Lockdown across pan India Stores.

Managing end to end process for for the loyalty product “RelianceOne Family special Card”, the in-house loyalty program for Reliance Group Employees and serve as the primary point of interaction for all operational issues related to the productManage the process for all the Customer touch points for Loyalty CustomersMaintaining the process for Reliance Retail Contact Centre and be the single point contact for all Reliance Retail customers Pan IndiaSupervise the expense booking and payment related processes for all third party partnerships with the loyalty operations as a part of the loyalty programAlso responsible for handling relationships with various vendorsResponsible for driving loyalty call centre operations and monitor the productivity and performance KPIsCoordinate with central IT to resolve all operational issues faced by RelianceOne customers

Worked with the central loyalty team and helped analyse the process for invoice ticket generation at the Reliance Retail outletsEvaluated the parameters affecting the the customer visit figures for Mumbai & Navi Mumbai Reliance Fresh storesWorked on a live assignment wherein assisted the marketing team in their primary research project by framing questionnaire and helped carrying out the survey and derived actionable insights from it