Vipin B S

Experienced Customer Success and Delivery Manager with a demonstrated history of working in the Airline loyalty, information technology and services industry. Skilled in Customer Success, Service Delivery, Software Development Life Cycle (SDLC), Agile (Scrum), Risk Management, and Software Project Management. Excellent experience in managing various projects to implement Customer Loyalty solutions for major Airlines and travel companies such as Qantas Airways, Virgin Australia, Luxury Escapes, Air New Zealand, China Airlines, Bamboo Airways, Japan Airlines, China Eastern Airlines, Air Baltic (for Uralsib), Jin Air, Belle Air.

More than 17 years of experience in the Airline loyalty and IT industry with excellent record of accomplishment of delivering projects on time with quality and within the budget. Possess long-term work experience in Australia and New Zealand, and short-term work experiences in Taiwan, Vietnam, Japan, China and South Korea. Strong experience in Waterfall/Agile/Hybrid project delivery models. A good leader/mentor who always motivates team to deliver better quality deliverable and on time. Possess strong business and financial acumen which helped department and organization many times to achieve its top-line and bottom-line goals.

Currently managing a team of experts who are working both onsite and offshore for major transformation programs and initiatives in the Asia-Pacific region. Also, part of business development team that is accountable for overall growth of IBS Software's Loyalty product, iLoyal (previously known as iFly Loyalty).

• Implemented iLoyal (iFly Loyalty) for customers Qantas Airways, Virgin Australia, Luxury Escapes, Air New Zealand, Bamboo Airways and Uralsib by ensuring customer & team satisfaction and by meeting the program commercial KPIs.
• Helped customers to roll out various initiatives post the implementation of iLoyal. For example Green Tier, Points Club for Qantas, Point exchange for Virgin Australia, Everyday rewards partnership for Air New Zealand.
• Helped to recover the project which were in Red to successfully complete on time
• Implemented projects worth more than USD 73 million
• Lead a team of 85 who worked in 4 different projects in the region portfolio
• Ensured high CSAT score throughout past few years
• Built a high performing team with an outstanding ESAT score

• Certified Scrum Master (CSM) by Scrum Alliance Jul 2016
• Training on Agile Project Management by ProjectingIT Oct 2015
• Training on ISO 9001 : 2008 INTERNAL AUDITOR COURSE by Quality Governance Consulting Pvt.Ltd Dec 2013

• Qantas Airways (Sydney, 2014-) - onsite - to migrate “Qantas Frequent Flyer”, "Qantas Business Rewards" and other programs. Continue working as Customer Success Manager for launching new business initiatives in their programs
• Virgin Australia (Sydney, 2021-) - onsite - to launch "Virgin Australia Business Flyer" program. Continue working as Customer Success Manager for launching new business initiatives in their program
• Luxury Escapes (Sydney 2024-) - onsite - to launch "Société" program. Continue working as Customer Success Manager for launching new business initiatives in their program
• Air New Zealand (Auckland 2021-) - onsite/offshore - to migrate "Airpoints", "Koru" and "Airpoints for Business". Continue working as Customer Success Manager for launching new business initiatives in their program
• China Airlines (Taipei, 2023-) - onsite/offshore - to migrate “Dynasty Flyer” and other programs
• Bamboo Airways (Hanoi, 2019-2020) - onsite/offshore - to launch “Bamboo Club” program
• Japan Airlines (Tokyo, 2020-2021) - onsite/offshore - to migrate “JAL Mileage Bank” program
• China Eastern Airlines (Shanghai, 2011-2014) - onsite/offshore - to migrate “Eastern Miles” program
• Air Baltic (Riga, 2014) - offshore - white labelled loyalty program for Uralsib
• Jin Air (Seoul, 2019) - onsite/offshore - to relaunch “Nabi Points” program
• Belle Air (Tirana, 2014) - offshore - to launch new customer loyalty program

• AirNZ award (Aug 2024) awarded by customer for leading both IBS and customer team to successfully implement iFly Loyalty for Air New Zealand
• Department Champ (Sep 2020) for implementing cost optimized infra deployment for the project
• EXCELLENCE AWARD H1 2017-2018 (Mar 2018) for successfully managing and implementing iFly Loyalty in Qantas Airways
• Department Champ (Oct 2017) for ensuring the department revenue targets are met
• Team Champ (Jun 2016) for supporting sales team to win a major client for company in South American region
• Customer Champ (Feb 2015) for playing major role in redefining SME loyalty program in Qantas Airways
• Team Champ (Nov 2014) for helping to win a major deal in Australia region for company
• Team Champ (Apr 2011) for rolling out Expense management software for IBS