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 responsible 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.

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

3.



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.

4. 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.

5. 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

📌 Head – Client Servicing (Tumakuru)
🏢 BigCity Promotions
📍 Tumakuru