Operations Manager - Loyalty SAAS / Programs

Job Description: Operations/Project Manager Loyalty SaaS / Programs

Location: Indore
Company: IMAST Operations Private Limited
Department: Project Management Loyalty & SaaS Programs/Operations
Employment Type: Full-time, Work-from-Office

About IMAST

IMAST Operations Pvt. Ltd. is Indias leading Loyalty & Rewards Program Management and SaaS-based Solutionsprovider, serving 100+ clients across 18+ industries. With a 95% client retention rate, we deliver cutting-edge IT solutions like Distributor Management System (DMS), Sales Force Automation (SFA), Service Management Solutions, and end-to-end Loyalty Programs.

Role Overview

The Project Manager Loyalty SaaS / Programs will be responsible for end-to-end planning, execution, and delivery of loyalty and SaaS-based projects. This role demands strong program management skills, stakeholder coordination, and the ability to translate client requirements into actionable deliverables while ensuring quality, timelines, and client satisfaction.

Key Responsibilities

L3 Operations Manager (Customer Success & Operations)

Location: Indore

Role Level: L3

Reports To: Head of Operations / Senior Management

Manages: L2 & L1 Teams

Key Responsibilities

Serve as the client liaison for assigned projects

Conduct monthly calls, emails, and meetings to understand client needs

Oversee loyalty program lifecycle from onboarding through operations

Collaborate with IT, creative, rewards, and analytics teams to ensure smooth delivery

Use IMASTs loyalty dashboards for performance tracking.

Provide actionable recommendations based on data analysis.

Identify opportunities for upsell/crosssell and program enhancements.

Support gamification and engagement initiatives.

Proactively manage escalations and client concerns with timely resolutions.

Manage the performance, workload, and coordination of L2 and L1 teams.

Ensure smooth execution of client operations and internal processes.

Attend critical client meetings as required and oversee relationship health.

Provide support and guidance to L2/L1 for resolving complex issues.

Handle high-level client escalations and ensure they are minimized.

Maintain JIRA hygiene and ensure timely closure of all action items.

Work on improving operational efficiency and reducing client escalations.

Support growth and optimization of assigned client projects.

Prepare high-level dashboards, performance reports, and presentations.

Required Skills

Strong leadership and people management skills.

Excellent client communication and stakeholder coordination.

Deep understanding of SaaS operations (Loyalty / DMS / SFA systems preferred).

High proficiency in Excel, PPT, and reporting.

Excellent analytical and problem-solving abilities.

Ability to drive operational improvements and ensure client satisfaction.

Qualifications & Experience

Bachelor's degree in business, Marketing, Technologyor related field.

MBA or equivalent is an advantage.

1 to 4 years of experience in client servicing, CRM, or program coordination.

Prior experience in SaaS, loyalty, or rewards industries is preferred.

What We Offer

• Opportunity to lead projects for some of Indias top brands.
• Exposure to loyalty programs and IT SaaS solutions across multiple industries.
• Structured career growth opportunities within IMAST.
• Competitive salary with performance-linked incentives.

How to Apply

Interested candidates can share their resumes at vanshita.chaturvedi@imast.in or WhatsApp on 9111486500, 9111547200.
Visit www.imast.in for more details.