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

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

Customer Growth & Loyalty

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

Tata Neu Ecosystem Integration

• Ensure seamless integration between Taj InnerCircle and Tata Neu loyalty propositions.
• Identify opportunities to strengthen value creation through the broader Tata Neu ecosystem.

Product Governance & Cross-Functional Leadership

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

Analytics & Performance Management

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

Qualifications

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

Experience

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

Desired Competencies

Behavioural Competencies

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

Functional & Technical Competencies

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