Fabfamily Partnership Lead

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 nishi.mishra@fabindia.net