Role Overview The Business Head / COO – Loyalty Division is a post-sales leadership role with full accountability for delivery, profitability, and operational excellence of the loyalty business.

Once a client is closed, this role ensures that everything works—programs are executed correctly, clients are retained, costs are controlled, teams perform, and margins are protected.

This is a serious operating role, not an advisory or coordination function.

What You Will Actually Do:

1. Own Delivery & Execution

- Take ownership of all active loyalty and trade programs post-sale.
- Ensure programs are executed as sold—on time, on budget, and as promised.
- Act as the final escalation point for delivery or execution challenges.
- Ensure consistency across multiple concurrent programs.

1. Manage Large Key Accounts

- Lead relationships with large, long-term, and strategic clients.
- Set explicit governance structures—reviews, SLAs, escalation protocols.
- Balance client expectations with operational and financial realities.
- Drive renewals, upsells, and long-term retention.

1. Build Processes & Operating Discipline

- Design and enforce standard operating processes across delivery, fulfilment, and support.
- Bring structure to program tracking, issue management, and reporting.
- Reduce dependency on individuals by building repeatable systems and playbooks.

1. People & Team Leadership

- Lead teams across client servicing, operations, fulfilment,



and customer support.
- Build a strong second line of managers and accountable leads.
- Set clear KPIs, performance expectations, and review mechanisms.
- Address performance issues decisively while building long-term capability.

1. Cost, P&L; & Profitability

- Own the operational P&L; for the loyalty business.
- Track program-level profitability, cost overruns, and fulfilment risks.
- Work with Finance on billing, collections, vendor payments, and reconciliations.
- Drive margin improvement through process, pricing discipline, and vendor optimisation.

1. Client Confidence & Business Stability

- Ensure clients experience predictable, professional delivery at scale.
- Prepare the business for audits, diligence, and enterprise scrutiny.
- Build confidence internally and externally that the business is under control.

Who This Role Is For

- A strong operator who enjoys running complex businesses, not selling them.
- Someone who takes ownership when things go wrong—and fixes them.
- Comfortable with scale, pressure, and accountability.

Experience & Profile

- 12–18+ years in operations, delivery, or business leadership roles.
- Experience running large teams and multi-client operations.
- Strong exposure to P&L; management, cost control, and service delivery.
- Background in loyalty, fintech ops, B2B services, or platform-led businesses preferred.

📌 Head – Loyalty Delivery & Program Excellence (Bengaluru)
🏢 BigCity Promotions
📍 Bengaluru