Corporate Director - Loyalty Management (Product Lead)

Location: Mumbai

Function: Commercial Team - Loyalty Management

Reporting To: Associate Vice President - Loyalty Management

About the Role

We are seeking a Corporate Director - Loyalty Management to lead the product vision, strategy, roadmap and execution for Taj InnerCircle and its integration with the Tata Neu ecosystem. This role will focus on building best-in-class digital loyalty experiences that drive member acquisition, engagement, retention, frequency and lifetime value while delivering commercial growth and product innovation.

Key Responsibilities

Product Strategy & Roadmap

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• Manage end-to-end loyalty product strategy aligned with growth objectives.
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• Develop and execute the product roadmap for Taj InnerCircle across all channels.
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• Own monetization strategy and P&L accountability.
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• Drive the evolution of loyalty capabilities including member journeys, rewards, benefits, gamification, personalization and partner integrations.
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Customer Growth & Loyalty

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• Drive customer acquisition, onboarding, tier progression, engagement, retention, redemption journeys and revenue contribution.
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• Develop data-driven product strategies using customer insights, behavioural analytics and market intelligence.
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• Leverage segmentation and personalization to increase stay frequency and wallet share.
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• Continuously optimize customer experience through experimentation and analytics.
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Tata Neu Ecosystem Integration

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• Ensure seamless integration between Taj InnerCircle and Tata Neu loyalty propositions.
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• Identify opportunities to strengthen value creation through the broader Tata Neu ecosystem.
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Product Governance & Cross-Functional Leadership

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• Own product governance, prioritization and business case development.
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• Drive cross-functional alignment across Technology, Operations, Marketing, Revenue Management, Customer Experience, Finance and Legal.
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• Collaborate with Tata Digital, technology vendors, product development partners and loyalty platform providers.
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Analytics & Performance Management

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• Establish product success metrics and performance frameworks.
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• Define and monitor KPIs including member acquisition, active members, engagement, repeat stays, redemption rates, incremental revenue and customer lifetime value.
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• Leverage A/B testing and experimentation to improve product outcomes and business performance.
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Qualifications

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• Bachelor's Degree in Engineering, Technology, Business or a related discipline.
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• MBA or Postgraduate Degree from a reputed institution preferred.
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• Product Management Certification preferred.
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Experience

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• 6-8 years of experience in Loyalty Product Management, CRM and Customer Experience.
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• Experience managing loyalty products in hospitality, travel, airlines, luxury retail or e-commerce.
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• Proven experience managing large-scale loyalty programs.
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• Strong understanding of customer lifecycle management, CRM, personalization and loyalty economics.
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• Experience working with ecosystem products and leading cross-functional initiatives.
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• Strong analytical and commercial acumen with a data-driven mindset.
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Desired Competencies

Behavioural Competencies

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• Strategic thinking and long-term planning.
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• Innovation and continuous improvement mindset.
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• Strong stakeholder management and influencing skills.
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• Customer-centric approach with a deep understanding of guest needs.
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• Strong problem-solving and decision-making ability under ambiguity.
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• Excellent communication and collaboration skills.
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Functional & Technical Competencies

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• Product strategy and roadmapping.
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• Loyalty program design and loyalty economics.
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• Agile and Scrum methodologies.
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• Customer journey mapping.
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• API and platform integrations.
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• CRM platforms including Salesforce, Oracle Hospitality, Netcore, Capillary, Gupshup, MoEngage and WebEngage.
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• A/B testing and optimization frameworks.
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• Google Analytics, Tableau and Power BI.
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• UX/UI principles, business case development and commercial analysis.
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• Marketing automation and digital engagement platforms.
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