Job Description Location: Mumbai
n Function: Commercial Team - Loyalty Management
n Reporting To: Associate Vice President - Loyalty Management
n About the Role
n 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.
n Key Responsibilities
n Product Strategy & Roadmap
n n Manage end-to-end loyalty product strategy aligned with growth objectives.
n Develop and execute the product roadmap for Taj InnerCircle across all channels.
n Own monetization strategy and P&L; accountability.
n Drive the evolution of loyalty capabilities including member journeys, rewards, benefits, gamification, personalization and partner integrations.
n n Customer Growth & Loyalty
n n Drive customer acquisition, onboarding, tier progression, engagement, retention, redemption journeys and revenue contribution.
n Develop data-driven product strategies using customer insights, behavioural analytics and market intelligence.
n Leverage segmentation and personalization to increase stay frequency and wallet share.
n Continuously optimize customer experience through experimentation and analytics.
n n Tata Neu Ecosystem Integration
n n Ensure seamless integration between Taj InnerCircle and Tata Neu loyalty propositions.
n Identify opportunities to strengthen value creation through the broader Tata Neu ecosystem.
n n Product Governance & Cross-Functional Leadership
n n Own product governance, prioritization and business case development.
n Drive cross-functional alignment across Technology, Operations, Marketing, Revenue Management, Customer Experience, Finance and Legal.
n Collaborate with Tata Digital, technology vendors, product development partners and loyalty platform providers.




n n Analytics & Performance Management
n n Establish product success metrics and performance frameworks.
n Define and monitor KPIs including member acquisition, active members, engagement, repeat stays, redemption rates, incremental revenue and customer lifetime value.
n Leverage A/B testing and experimentation to improve product outcomes and business performance.
n n Qualifications
n n Bachelor's Degree in Engineering, Technology, Business or a related discipline.
n MBA or Postgraduate Degree from a reputed institution preferred.
n Product Management Certification preferred.
n n Experience
n n 6-8 years of experience in Loyalty Product Management, CRM and Customer Experience.
n Experience managing loyalty products in hospitality, travel, airlines, luxury retail or e-commerce.
n Proven experience managing large-scale loyalty programs.
n Strong understanding of customer lifecycle management, CRM, personalization and loyalty economics.
n Experience working with ecosystem products and leading cross-functional initiatives.
n Strong analytical and commercial acumen with a data-driven mindset.
n n Desired Competencies
n Behavioural Competencies
n n Strategic thinking and long-term planning.
n Innovation and continuous improvement mindset.
n Strong stakeholder management and influencing skills.
n Customer-centric approach with a deep understanding of guest needs.
n Robust problem-solving and decision-making ability under ambiguity.
n Excellent communication and collaboration skills.
n n Functional & Technical Competencies
n n Product strategy and roadmapping.
n Loyalty program design and loyalty economics.
n Agile and Scrum methodologies.
n Customer journey mapping.
n API and platform integrations.
n CRM platforms including Salesforce, Oracle Hospitality, Netcore, Capillary, Gupshup, MoEngage and WebEngage.
n A/B testing and optimization frameworks.
n Google Analytics, Tableau and Power BI.
n UX/UI principles, business case development and commercial analysis.
n Marketing automation and digital engagement platforms.
n

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