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.
- Robust 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.

📌 Corporate Director - Loyalty Management (Product Lead) (Mumbai)
🏢 The Indian Hotels Company Limited (IHCL)
📍 Mumbai