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 Inner Circle 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 Inner Circle 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 Inner Circle 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.
- Robust 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 Web Engage.
- 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.

📌 Loyalty Program Product Director (Mumbai)
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