Senior manager Concierge Support

Role & responsibilities

Preferred candidate profile

About R360:

Reward360 Global Services Pvt Ltd is India premier Customer Engagement Solutions Company. Headquartered in Bangalore with an office in Dubai and Singapore, our Global loyalty solution has been built after years of deep understanding of consumers, the nuances of the loyalty diaspora, the onset of big data, and most important the simplicity that needs to be delivered across any loyalty program.

About this role:

We are seeking an experienced professional to lead the Concierge Support function at R360. This high-responsibility role focuses on managing complex client requests and escalations, especially those from premium and super-premium credit card holders of our banking partner. The role requires over 10 years of experience in customer experience, service delivery, or client servicing, preferably with a strong background in travel and hospitality. As the final escalation point for unresolved concierge requests, this individual will ensure timely, accurate, and empathetic resolutions while maintaining the highest standards of service.

Roles And Responsibilities

• Client Case Resolution & Escalation Management

• Act as the final decision-maker for all unresolved client concerns, with a focus on accuracy, ownership, and professionalism.
• Proactively work with internal and external teams to close cases swiftly and satisfactorily.

• Client Engagement & Representation

• Represent R360 in direct interactions with high-value clients, ensuring their expectations are managed and met effectively.
• Deliver personalized support that reinforces trust and long-term relationship value.

• Stakeholder Collaboration

• Work closely with cross-functional teams including Travel, Vendor Management, Technology, and Client Experience to facilitate fast and effective resolutions.
• Coordinate with banking partners to maintain alignment on service protocols and standards

• Process Ownership & SOP Management

• Identify systemic issues and drive process improvements to reduce repeat complaints and enhance operational efficiency.
• Develop and maintain SOPs to ensure consistent, high-quality service delivery.
• Lead knowledge sharing and training interventions where needed.

• Reporting & Governance

• Maintain detailed trackers and dashboards for escalations, SLAs, resolution timelines, and case types.
• Analyze data to surface trends, identify bottlenecks, and suggest corrective actions.
• Present key insights in internal reviews and stakeholder meetings.

What should you have?

• At least 10 years of experience in client service, service operations, or customer experience roles.
• Strong domain knowledge of the travel ecosystem, including flights, hotels, and itinerary planning.
• Proven ability to manage escalations from high-value customers and deliver resolutions under pressure.
• Strong communication, problem-solving, and collaboration skills.
• Experience working with multiple internal and external stakeholders to drive issue resolution.
• Proficiency in tracking tools, reporting systems, and case management platforms.