Client Success Manager - Loyalty Campaigns - IT/SaaS

Role Overview:

We are looking for a proactive and transformation-oriented professional to build and manage a centralised client operations model. The role will bring activities currently managed across regional teams into a centralised operating structure, create standardised processes, improve efficiency, and leverage technology and automation to build a scalable model. The individual will work closely with clients, regional teams, IT, Finance, Product and global stakeholders to drive the transition and ensure seamless delivery.

Key Responsibilities:

- Build and manage a centralised client operations model, transitioning relevant activities from regional teams into a consistent operating structure.

- Identify repetitive, manual and fragmented activities; standardise, simplify and automate them wherever feasible.

- Partner with IT, Product and other internal teams to implement technology, workflow and automation solutions.

- Coordinate across regional teams, Finance, IT, Operations and global stakeholders to ensure seamless execution and hand-offs.

- Manage day-to-day client interactions and participate in or lead Quarterly Business Reviews (QBRs) and client reviews.

- Develop and maintain processes, SOPs, SLAs and governance mechanisms to drive consistency, accountability and service quality across regions.

- Identify opportunities to improve productivity, turnaround time, quality and overall client experience, using measurable operational outcomes.

- Proactively challenge existing ways of working and embed a culture of continuous improvement.

- Manage the end-to-end transition of activities into the centralised model while maintaining strong stakeholder and client relationships.

Key Requirements:

- 5 - 7 years of relevant experience in operations, business transformation, process excellence, consulting, program management or client operations.

- Strong experience managing cross-functional stakeholders and complex, multi-team processes.

- A strong problem-solving mindset with the confidence to challenge the status quo and improve existing ways of working.

- Strong understanding of process standardisation, automation and technology-led efficiency.

- Excellent communication and stakeholder management skills, with the ability to influence without direct authority.

- Strong client-facing, presentation and review-management skills.

- Highly organised, proactive and comfortable operating in an evolving environment.

- Ability to work independently, take ownership and build new operating processes and structures.

Contact:

Rajat, 7011354635