Customer Delivery & Implementation Manager

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Loyalty Juggernaut

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

🍽️ Food & Beverage

🏨 Hospitality

📣 Marketing

Food & Beverage • Hospitality • Marketing

Loyalty Juggernaut is a company that appears to provide AI-powered tools and insights related to customer loyalty. The site references an "Agentic AI Compass" and an "Insights" section, and includes standard online product pages (Contact Us, Policies, Trust Center), indicating an online platform offering analytics, guidance, or software services for loyalty programs and customer retention initiatives.

📋 Description

• Lead the successful implementation and delivery of GRAVTY® for enterprise customers • Drive seamless product deployments and ensure exceptional implementation and support standards • Translate business requirements into effective product solutions • Lead Business Analysis and produce high-quality implementation documentation • Own the R3 Agile process for assigned accounts, including daily standups, sprint planning, and retrospectives • Ensure weekly and monthly status reports are shared promptly with senior leadership • Maintain SLA compliance and ensure tickets receive a response within 2 working days • Identify client pain points and lead resolution plans to maintain high customer satisfaction and NPS • Minimize client escalations through clear, detailed, and frequent communication • Document and institutionalize Client Delivery processes to improve team productivity • Publish blogs, white papers, product innovation stories, client case studies, release notes, help text, and training videos • Coordinate with the Technology Team as the first line of defense for technical queries • Identify cross-sell and up-sell opportunities to expand NRR • Orchestrate new joiner training for Delivery/PMO processes • Mentor and coach the Delivery team on GRAVTY® features, configuration, and business analysis

🎯 Requirements

• Bachelor's degree in Information Technology or related field • Relevant certifications are a plus • Experience leading team development and technical delivery • Commitment to high-quality deliverables, implementation blueprints, configurations, and client interactions • Strong process orientation and focus on continuous delivery improvement • Strong work ethic and punctuality • Ability to work with cameras on • Ability to drive team certification scores and maintain 100% SLA compliance for support tickets • Ability to clarify requirements and produce and review high-quality GRAVTY® Implementation Blueprints • Expertise in R3 Delivery/PMO processes, including standups, backlog grooming, and sprint planning • Ability to create organizational assets and high-impact white papers based on industry research • Ability to manage client sentiment and NPS, proactively identify pain points, and resolve issues before escalation • Focus on first-time resolution and preventing client follow-ups • Proficiency in web development, including APIs, frontend, backend, and DevOps • High ownership quotient • Hands-on mentoring ability • Ability to coach the team on articulating the what, why, and how of features, configuring requirements, and conducting business analysis independently

🏖️ Benefits

• Collaborative and innovative work environment • Exposure to cutting-edge loyalty technology • Strong growth and learning opportunities within a rapidly expanding organization • Work with leading global enterprises, global brands and large-scale loyalty programs