Company Profile

Customer Capital operates in the exciting and fast-growing domain of Loyalty and customer engagement. We help clients and brands leverage Loyalty programs in ways that would transform their business, helping them to maximise the NPV of their customer database with the help of our data driven engines. We build Loyalty eco-systems around the brands’ customers recurrent needs and help brands achieve reliable and consistent revenue and margin growth.

 

We own a SaaS cloud-based Loyalty platform – AI Loyalty that we use for enabling and running our Loyalty programs. We will be building points accelerators on this platform which will become a literal plug and play tool for brands to enhance the power of their Loyalty and customer engagement platforms. We will be launching a series of points accelerators across multiple verticals including travel, e-commerce, hyperlocal, luxury and airports.

 

As we acquire clients for our platforms Customer Capital is looking for candidates who are driven and innovative and who will be excited to join a company, which is creating a new paradigm in the space of Loyalty and customer engagement for the coming decades, at an early stage of its evolution.

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Job purpose

This role is primarily responsible for managing the customer funnel for the travel portal ensuring conversion rates that beat the industry benchmarks. . He/she will be responsible for conversion, retargeting of customers who dropped off after viewing options on the site, customer journey user experience on the portal, analysing competition and setting up of offers /pricing / markups. This person will also have to ensure that the overall product experience of the customer is best in class compared to competition.

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Job Summary

Customer Capital is looking for a Product Manager – Front End, who will be responsible for conversion of customers coming to the website through various marketing campaigns, client communications and other organic means. The role holder has to own short- and long-term product strategy, goals, success metrics and roadmaps for travel accelerators and booking experience. This role will also be responsible for the offers / pricing available on LC ensuring competitiveness vis-à-vis other competitors. The product manager should ensure that the customer portal is intuitive and easy for customers to search and book travel transactions.

The job entails working closely with the UI and IT team to identify improvements, new features & requirements to improve competitiveness and to enhance the customer experience. The role will also have to work closely with the Marketing and Content Manager to monitor campaign responses and abandoned carts and target those customers who do not convert for activation.

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Key responsibilities

• Responsible for the short- and long-term product strategy, goals, success metrics and roadmaps for travel accelerators and booking experience

• Identify user needs through various methods of research (quantitative, qualitative, market research, benchmarking)

• Responsible for data / website analysis, experimentation, and reporting on the website/APP performance to drive changes and improvements

• Use web analytical tool to analyze website traffic and users engagement metrics like heatmaps, abandoned carts,  google analytics

• Track campaign response, cross-selling offers, abandoned carts and re-target customers

• Competition tracking and optimising pricing / offers to be on par or better than competition benchmarks.

• Responsible for identifying improvement areas on the travel portal including new / improved features. Detailing such requirements for the UI / IT team to take forward.

• Play an active role in testing out new features / functionalities as a business user

• Coordinate with multiple stakeholders internally at LC for constantly enhancing user experience and revenue generation from the platform

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Required Skills and Experience

• Strong Problem Solver - Ability to identify and analyse issues, problems or opportunities to achieve desired outcomes, by applying structured thinking and to break down issues to form a logical train of thought that can be followed and understood by others.

• Creativity and curiosity - A creative problem solver that follows the latest industry trends and has a deep curiosity about our customers, business and product.

• Excellent degree of communication skills - Being able to effectively communicate both the strategic vision and specific details to various stakeholders, from senior leadership to individual project members. Being able to write clear and concise product strategy documents, requirements, status updates, and results reports.

• Excellent degree of analytical skills - Able to interpret data and trends, diagnose problems, and recommend effective action plans to resolve issues.

• Strong teamwork and collaboration skills with the ability to achieve mutually agreeable solutions by staying adaptable, communicating ideas in clear coherent language, and practising active listening.

• Ability to write out requirements and user stories which can be used by the technical team for development

• Ability to thrive and work in a fast-paced, results driven environment with multiple responsibilities, whilst also taking the time for personal reflection and growth on individual and product skills.

• 5 years prior experience in product development

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Educational Qualification

B.E./ MCA/ MCS/ MBA-Systems

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Work Experience

8-10 years of experience, of which 4-5 yrs needs to be from Travel Industry/Domain

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Work Location

Mumbai/Delhi

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Additional Details

• Position type: This is a full-time position. Role holder is expected to complete work within targeted timelines

• Travel: As per job & client requirement.

• CTC – As per industry standards

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