IndiGo is India’s largest and most preferred passenger airline and amongst the fastest-growing airlines in the world.We have a simple philosophy: offer fares that are affordable, flights that are on time, and provide a courteous and hassle-free travel experience across our unparalleled network. We demonstrate that low cost does not mean low quality. With our fleet of 400+ aircraft, we operate well over 2,200 daily flights, connecting 130+ destinations (of which 40+ are international), welcoming 118 million+ customers on board last year. We have an industry-leading on-time performance and one of the highest customer NPS in the Indian spanet. At IndiGo, we will continue to extend our scope, by spreading our wings internationally, from a domestic carrier to a global aviation leader.
Job Title & Summary
Executive - Loyalty Responsible for managing escalations, resolving customer issues, optimizing digital journeys, and supporting partner operations within the loyalty program.
Key Responsibilities
- Resolve escalated customer cases and coordinate with internal teams for timely closure.
- Address complex customer queries and ensure high satisfaction through empathetic communication.
- Monitor digital journeys across web and app, identifying friction points and driving improvements.
- Maintain accurate records of member activity and generate reports for stakeholders.
- Coordinate with external partners for reward fulfillment, campaign execution, and SLA compliance.
Required Skills / Must-Have
- Educational: Graduate
- Experience: 1–2 years
- Skill Set Required:
- Strong verbal and written communication skills
- Experience with reporting tools (Excel, Power BI, Tableau)
- Coordination across cross-functional teams (Product, Tech, UX, Support)
- Partner/vendor management
- Process documentation and SOP creation
Nice-to-Have / Preferred Skills
- Exposure to loyalty program management systems
- Familiarity with customer experience optimization tools
- Knowledge of CRM platforms
Education & Qualifications
- Preferred: Graduate degree in Business, Marketing, or related field
- Secondary: Equivalent qualification with relevant experience in customer service or loyalty programs
Certifications/Licenses
- Preferred: Certifications in Customer Experience, CRM, or Data Analytics tools (e.g., Tableau, Power BI)
Skills Grouping & Synonyms
- Customer Service: Escalation handling / complaint resolution / customer satisfaction
- Data & Reporting: Analytics / dashboards / reporting tools (Excel, Power BI, Tableau)
- Operations: Partner/vendor management / SLA monitoring / onboarding support
- Process: Documentation / SOP creation / continuous improvement
Location & Work Mode
Gurugram – Full-time onsite, 5 days working, fixed shifts
Additional information
At IndiGo, we believe in the innate strength of an energetic, diverse, and inclusive workforce, where the viewpoints and life experiences of our employees help us foster strong connection with all our customers. Our diversity equity and inclusion efforts are designed to attract, nurture, and advance the lives of our employees and customers irrespective of their, but not limited to, gender, race, color, religion, caste, creed, ethnicity, origin, language, social and economic status, sexual orientation, persons with disabilities, nationality, age, marital and maternity status.
IndiGo does not charge fees for Job Interviews, Registration, Verification or Offer Letters. All Official communication will be from verified IndiGo IDs (e.g., xxxgoindigo.in). Please report any fake job offer to eco.goindigo.in
At IndiGo we are committed to fostering an inclusive and equitable workplace. All employment decisions are made solely on the basis of merit and qualifications, without regard to a candidate’s gender, race, color, religion, caste, creed, ethnicity, language, sexual orientation, marital status, maternity status, disability, or social and economic background’
