Website:
idfcfirst.bank.in
Job details:
Job Requirements
Role – Manager-Merchant Alliance & Partnerships
Function/Department – Credit Cards
Location - Mumbai
Job Purpose :
This role supports merchant engagements and new initiatives, with responsibility for execution and day-to-day management of customer value proposition (CVP) benefits for credit cardholders. The role focuses on implementation, monitoring, and optimization of CVP offerings while working closely with internal stakeholders and external partners.
Key responsibilities include executing CVP campaigns, tracking performance, identifying improvement opportunities, and ensuring seamless customer experience within defined cost and compliance frameworks. The role also contributes to evaluation and rollout of new propositions and partnerships.
Primary Responsibilities:
- Execute and manage Credit Card CVP (Customer Value Proposition) programs, ensuring timely implementation and smooth coordination across internal and external stakeholders
- Support development of merchant-led propositions by identifying relevant partners and aligning offers with target customer segments
- Track CVP performance metrics (spends, activation, engagement, redemption) and generate insights to recommend tactical improvements
- Ensure seamless execution of customer journeys for CVP discovery, onboarding, and engagement across channels
- Assist in onboarding and managing merchant partners, including coordination for contracts, documentation, and compliance requirements
- Work closely with cross-functional teams (Product, Marketing, Ops, Risk, Finance) to drive program execution and resolve dependencies
- Conduct first-level analysis of customer issues and support root cause identification and resolution to enhance customer experience
- Monitor partner SLAs, including offer fulfilment, payout tracking, and reconciliation processes
- Support benchmarking and competitive tracking to identify new opportunities and emerging market trends
- Drive process improvements through better tracking, reporting, and partial automation initiatives
- Track program costs and support reporting on efficiency and ROI metrics
- Build and maintain dashboards, reports, and governance cadence to enable regular performance reviews
Secondary Responsibilities:
- Prepare and maintain periodic MIS reports for CVP usage, ensuring data accuracy and timely sharing
- Track program costs and support budgeting, accruals, and provisioning processes
- Coordinate campaign execution with partners, marketing, and product teams to ensure timely rollout
- Ensure readiness of SOPs, FAQs, and training materials for customer support and operations teams
- Liaise with parter and internal teams for tracking and resolving day-to-day issues impacting CVP programs
- Support third-party risk, audit, and governance requirements through documentation and coordination
- Assist in integrating CVP benefits into new product launches and ensure partner alignment and readiness
Managerial & Leadership Responsibilities:
- 'Support cross-functional initiatives by coordinating with internal teams to ensure smooth execution of CVP programs
- Escalate critical issues to senior stakeholders in a timely manner and assist in resolution tracking
- Work closely with Product, Marketing, Operations, and external partners to ensure alignment on program execution
- Manage day-to-day priorities and timelines across assigned programs to ensure timely delivery
- Build and maintain effective working relationships with internal teams and partners to enable collaboration
Key Matric
- Program Reach & Offer Uptake
- Spend Contribution & Usage Momentum
- Service Delivery & Resolution Efficiency
- Partner Delivery Consistency as per SOW/SLA's
- Spend Control & Budget Discipline
Qualifications: MBA Finance/ Marketing - Tier 1
Industries : Banking, Credit cards, Corporate Payment platforms, NBFCs
Experience: 2-5 Years in Product/Partnership/Portfolio roles for Credit/Debit/Prepaid Cards In Banks/NBFC/ Other BFSI
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