Member Management Lead

JioStar is building a new consumer engagement platform at the intersection of content, data, technology, commerce and experiences. The ambition is to move from serving audiences at scale to building deeper, personalised relationships with individual consumers, learning more about them through every interaction and serving them better over time.

This is one of three critical leadership roles for the new business, alongside Ecosystem Partnerships and Loyalty Economics and Decision Science.

Key Responsibilities:

• The person will define and own the end to end JioStar member proposition across recognition, segmentation, lifecycle, status, benefits and experiences. The mandate is to convert individual initiatives such as fan recognition and exclusive experiences into a scalable, technology enabled member management engine across Entertainment, Sports and the wider JioStar ecosystem. This is not an events, CRM campaign or rewards catalogue role. We need a consumer proposition builder who combines strong member experience instincts with product, data and operating capability.
• Someone who has personally built and scaled a sophisticated membership proposition, covering most of the following:
  • Member proposition, segmentation and lifecycle
  • Recognition, status and progression
  • Benefits and experience architecture
  • Digital and physical member journeys
  • Product and technology requirements
  • Member operations and fulfilment
  • Experimentation and measurement

The person should be analytically strong and comfortable working with data science, behavioural insights and business metrics. Program economics, currency design and decision models will sit with the Economics leader, while external partner acquisition will sit with the Ecosystem Partnerships leader.

The person will be expected to define the JioStar member proposition, create the initial segmentation and lifecycle framework, build a common benefits and experience architecture, and establish a repeatable member management operating model across priority Entertainment and Sports properties. The role will also translate this model into product, data and technology requirements, build a clear measurement framework, and demonstrate measurable improvement in member engagement, frequency, retention and advocacy.