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VP, Strategic Clients, India

Mumbai, Mahārāshtra, IndiaStrategic Client

Job description

Great to Meet You! We are Ascenda.

Ascenda Loyalty is a high growth global provider of innovative loyalty solutions that operates premium rewards propositions for major financial services and travel brands worldwide. With a mandate to make loyalty simple, Ascenda’s solutions are easy to manage, fast to deploy and designed to deliver exceptional customer value. From end-to-end loyalty management to modular solutions such as the TransferConnect currency network, redemption capabilities and loyalty marketing, Ascenda supercharges the world’s leading loyalty programs to build enduring customer relationships. It makes loyalty simple with SaaS rewards solutions rooted in its user-friendly design, exceptional customer value and effortless implementation, enabling financial services brands and merchants globally build deeper connections with millions of customers worldwide. It offers native, intuitive, and easy-to-deploy rewards infrastructure, for leading banks to fast-moving disruptors, to build deeper customer connections across the entire financial relationship, helping businesses to enhance customer engagement with flexible adaption and customer propositions.


Ascenda’s mission is to accelerate the growth of financial institutions and merchants with world-class rewards that are effortless to operate and that end users love. Ascenda equips banks and fintech’s with plug & play APIs and UIs to deploy world-class rewards easily and rapidly. Existing partnership categories at Ascenda encompass points transfer into major airline and hotel frequent traveller programs, travel bookings, digital gift cards, digital wallets, carbon offset and card-linked-offers. The world’s largest banks, top tier card issuers and challenger brands leverage the premium rewards infrastructure to drive acquisition, customer engagement and retention. They include American Express (Korea), Capital One (US), HSBC (Global), Brex (US), Virgin Money (Australia), SMBC (Japan), ICBC (China), Bradesco (Brazil), ANZ (Australia), HDFC (India) and many other top-tier financial services brands worldwide.


Ascenda believes that nothing should stand in the way of companies who aim to deliver extraordinary moments for their customers. Therefore, its loyalty solutions are simple to manage, easy and rapid to deploy, and offer exceptional value. In a world of increasingly complex enterprise software and proliferating buzzwords, Ascenda strips away the noise and takes a fresh, practical approach to deliver compelling customer value.


The Role: VP, Strategic Clients, India

As part of Ascenda Loyalty’s vision to become the leading rewards business in the world, it is looking to strengthen the Senior Leadership team by recruiting a Vice President (VP) Strategic Clients. The VP Strategic Clients will ensure that the highest level of service is delivered to all Ascenda’s customers, playing a key leadership role in leading major rewards and loyalty initiatives with Ascenda’s key bank, credit card and fintech clients. In this pivotal role, the leader must be able to build, inspire and develop teams, and drive a culture of execution and customer delight. The leader must be highly effective in working collaboratively in a global, high growth environment, able to articulate and deliver customer value. He/She will be customer-obsessed able to lead all post-sale functions including client relationship management, customer success, knowledge management and customer education. Deep business and financial acumen is a must.


Working in close collaboration with Ascenda’s project managers, product managers and the world-class engineering team, the ideal candidate will ensure that technology solutions are optimally tailored to the client’s needs. This will include managing and growing the client’s rewards program by developing loyalty strategy, managing client relationships, and delivering major loyalty initiatives. Reporting to Madeline O’Connor, Senior Vice President, Strategic Clients, the ideal candidate will shape the company’s overall partnership strategy and roadmap, bringing genuine thought leadership and value creation to the client base. This will be a proactive, collaborative, and progressive leader with experience working in a fast paced, dynamic and demanding environment with highly motivated and driven professionals. This is a once-in-a-lifetime opportunity to take end-to-end responsibility for driving forward a thriving technology business in buzzing market.

Key responsibilities 

  • Engage the organization in managing and building customer relationships, manage revenue and profitability of the customers.
  • Serve as the lead point of contact for all of Ascenda’s clients.
  • Form strong relationships through overall leadership, development and management with clients to establish trust.
  • Engage with existing clients closely to identify revenue growth opportunities through soft upselling and cross-selling.
  • Leverage both industry and internal product knowledge to provide consultative advice to clients on how they can maximize their utilization of Ascenda’s technologies.
  • Ensure the timely delivery of services and products to clients.
  • Drive quarterly reviews and develop a program evaluation framework to assess the strengths of the program and to identify areas for improvement.
  • Build and mentor the team to deliver on Ascenda and client goals.
  • Lead client negotiations and develop terms sheets and contracts.
  • Effectively and efficiently lead the organization to provide onboarding services, advanced customer support, and customer success services to deliver optimal value for the customer and retention for the company.
  • Provide inspirational leadership that encourages a culture of high performance in Ascenda’s post sales function, and by extension, the broader organization.

Job requirements

Ascenda’s Vice President Strategic Clients will be a dynamic forward-thinker who will inspire improvement, growth, and excellence across Ascenda’s strategic client base. The ideal candidate will be passionate about serving customers and helping them achieve business value from Ascenda’s solutions. The ideal executive will bring expertise in rewards and loyalty programmes from the financial services industry and have successfully led customer facing operations in a rapidly evolving environment at scale. The VP Strategic Clients will be a relentless driver of continuous, metric-based performance and productivity improvement as well as a hands-on leader. An outstanding team and people developer, this executive will set a high bar for talent, growth, and develop the team as an inspirational leader for the company.


The successful candidate will embrace and embody the values of Ascenda, and will partner seamlessly with key business, product, and other functional colleagues to execute the strategy and deliver outstanding results. The ideal candidate will have unquestionable ethics, integrity, and intellectual honesty. In addition, this leader will have sound judgement and be a true champion of Ascenda’s purpose, value, and mindset.


The right candidate is someone who embodies integrity, humility, and empathy. They are a natural collaborator and leader who prioritizes the well-being of the entire organization. This ideal candidate is fiercely determined to act and make things happen. They thrive in a dynamic and high-energy environment and are unafraid of working in an ambiguous, dynamic environment, get able to set and achieve ambitious goals. They are team players who value rigorous debate and informed decision-making and remain committed to learning and staying ahead of the curve. Ultimately, this person is an empathetic collaborator who brings positivity and joy to their work, building strong relationships with their colleagues and contributing to a supportive and enjoyable workplace culture.


IDEAL EXPERIENCE

10+ of experience in loyalty within a bank or credit card business in APAC

  • A minimum of 10 years of partnership management or customer success experience within a bank or credit card business.

  • Ability to deal with ambiguity, yet be relentless in delivering results while navigating through a fast-paced environment.

Presentation Skills

  • Exceptional communication skills; experienced and effective in interacting with senior executives and line management at all levels.

  • Credible, persuasive, and clear in both oral and written presentations.

Commercial Acumen

  • While this is not a sales role, commercial acumen is required. Successful candidates will need to have shown the ability to evaluate and negotiate complex commercial arrangements.

Leadership Experience
  • Possess excellent skills to effectively lead through senior leaders and possess the interpersonal and leadership qualities required to continuously motivate, recruit, and build world-class organizational capabilities.


CRITICAL LEADERSHIP CAPABILITIES

Driving Results

  • Acts to surpass goals, seizing opportunities to push the envelope and build a world-class customer experience.

  • Sets continually higher goals that are ambitious but realistic for self and team geared towards driving growth and scaling the team.

  • Focuses on new business opportunities to amplify Ascenda’s customer-focus.

Strategic Thinking

  • Explains specifically how changes in competitors, clients, and market segments affect Ascenda and its customers.

  • Translates broad company-wide strategies into clear, specific objectives and plans for the customer success, services, and support organizations.

  • Thinks longer term while staying focused on near term metrics and creates plans that address specific segments such as global customers, the enterprise segment, or specific verticals.

Collaborating and Influencing

  • Negotiates with a genuine give-and-take approach and partners with other Ascenda leaders to enhance the experience for customers.

  • Collaborates with other functional leaders (sales, marketing, product) and identifies opportunities to build customer relationships.

  • Serves as a company-wide and team-oriented leader who can motivate all levels of the customer success team.


OTHER PERSONAL CHARACTERISTICS

  • A creative, conceptual thinker, energized by creating new solutions.

  • Intellectually curious, committed to learning and staying ahead of the curve in terms of the dynamic ecosystem that Ascenda operates in. Able to provide insights into the competitive landscape and identify new opportunities.

  • A natural collaborator and enterprise leader who is driven by sound judgement and decision making that benefits the whole organisation not just their division.

  • Sets ambitious goals and thrives on execution.

  • Excellent communication (both written and oral) and interpersonal skills, with the maturity and stature to exert influence at all levels, both internally and externally.

  • Insightful with an outstanding ability to quickly synthesise, develop, package and communicate concise, logical, and fact-based presentations, and make well-founded recommendations to senior management.

  • Low ego, high integrity, value driven with high EQ.

  • Attracts talent to the team, inspirating and developing them to the highest standards globally.

  • Willingness to travel, given the global nature of the role.

  • Self-starter, committed to succeed, with a collegial and collaborative style.

  • Highly personable and relationship driven.


Ascenda is an equal opportunity employer, committed to a diverse and inclusive workplace. We thank you for your understanding that only shortlisted candidates will be contacted for interviews.

Mumbai, Mahārāshtra, India
Strategic Client

or

Mumbai, Mahārāshtra, India
Strategic Client

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