Leadership Role - Concierge

R360 Group; Bengaluru; On-site; INR 3,000,000 - 4,500,000; Full time

Job summary

R360 Group in Bengaluru is seeking a VP, Concierge to lead our digital concierge function serving premier clients in banking, airlines, and retail. You will build and scale the concierge team, hire and mentor staff, design processes, and ensure compliance while delivering exceptional service to affluent customers.

You will own P&L for the concierge division, drive revenue with B2B partnerships, optimize processes, manage risks including data privacy, and collaborate with internal and external

Qualifications

• Bachelor's or Master's degree; MBA preferred.
• 12+ years overall experience; 5+ years managing B2B concierge services.
• Experience in loyalty, rewards, e-commerce, BFSI/airlines preferred.
• Strong finance understanding; hands-on experience a plus.
• Proven client management experience is essential.
• Excellent written and verbal communication and interpersonal skills.
• Strong team leadership and management abilities.

Responsibilities

• Lead a concierge team, set goals, ensure top-tier service delivery.
• Track and analyze performance metrics to drive client satisfaction.
• Manage end-to-end delivery of solutions with internal and external stakeholders.
• Identify and mitigate risks, including data privacy and security.
• Optimize processes; devise engagement strategies to enhance customer experience.
• Monitor industry trends and implement innovative concierge solutions.
• Ensure compliance with regulations and internal policies.
• Report to senior management on performance and client satisfaction.

Skills

Leadership

Client management

Team management

B2B concierge experience

Communication skills

Finance understanding

Risk awareness

Education

Bachelor's/Master's degree

MBA preferred

Job description

Reward360 Global Services is India’s premier Customer Engagement Solution provider. R360 powers a data-driven customer engagement ecosystem that enables the world’s leading organizations to earn customer loyalty every day. For over 18 years, R360’s loyalty and reward platforms have driven ambitious loyalty programs for some of the world’s biggest brands – including Standard Chartered Bank, American Express, HDFC Bank, ICICI Bank, and Axis Bank. We have 1000+ global retail partnerships and offer our clients reward programs, nuanced customer segmentation, data-centric campaigns, and big data analytics.

Our Technology, Marketing, Alliances, Business, Product, and Operations teams collaborate to develop and execute highly successful loyalty programs in India. With over 2000 retail alliances nationwide and access to over 10 million rewards globally, we possess a distinct advantage, positioning us as one of the most dynamic and rapidly expanding loyalty companies in Asia.

Over 300+ dedicated team members work in collaboration to create world-class loyalty products out of our Corporate Office and Operation Hubs.

About the Role:

VP, Concierge would play a key role in leading and managing the digital concierge function at R360 group. R360’s digital concierge team would deal with the premier customer base of India’s leading banks, airlines, and retail partners.

The role would primarily involve -

Journey of Building the Concierge Team:

Spearheaded the setup of the concierge team for affluent customers, including end-to-end responsibilities in hiring, training, mentorship, process design, and ensuring compliance adherence.

Scaling & Growth Enablement:

Led scale-up initiatives, supported business growth, and contributed to new client acquisition strategies to expand market presence.

P&L Ownership & Revenue Generation:

Took full ownership of the Profit & Loss for the concierge division, driving revenue generation with a strong focus on B2B client management and strategic partnerships.

Continuous Process Optimization:

Championed ongoing process improvements, service quality, and delivery excellence to enhance client satisfaction and operational efficiency.

Key responsibilities:

• Leading a team of concierge professionals, setting goals, and ensuring exceptional service delivery.
• Tracking and analyzing key performance metrics to ensure service excellence and client satisfaction.
• Frontend and manage the end-to-end delivery of solutions and services for the clients while working with the internal & external stakeholders.
• Identifying and mitigating risks associated with concierge services, including data privacy and security.
• Process optimization, developing strategies to engage clients and enhance their customer experience.
• Keeping abreast of industry trends and implementing innovative solutions to enhance the concierge services offered for the client
• Ensuring compliance with regulatory requirements and internal policies.
• Providing regular reports to senior management on the performance of the concierge services team and client satisfaction levels.

What you will need

• A bachelor/ master’s degree with an overall experience of 12+ years. Preference - MBA degree with additional qualifications related to concierge services.
• Minimum 5+ years of experience in managing B2B clients for Concierge services for affluent customers.
• Experience in loyalty & rewards and/or e-commerce and/or BFSI/Airlines will be preferred.
• Sound understanding of business finance. Hands-on experience will be preferred.
• Experience in managing clients is a must.
• Excellent written, verbal communication and interpersonal skills.
• Excellent team management and leadership skills.