Role : Chief Manager – Marketing Innovation, Products & Programs
Job Purpose
Own and drive Air India Express's member programs and product strategy
Engineer a commercially led ecosystem that increases repeat purchase and retains the flyer and member base.
Lead the full program roadmap across Customer Experience, Marketing integration, Program Governance, Loyalty, Product, and Partnerships — translating customer and commercial data into AI-powered interventions that drive measurable revenue impact.
Act as the custodian of member relationships across all touchpoints , driving strategy and go-to-market priorities in close collaboration with ICT, Revenue Management, Customer Happiness, Digital and e Commerce.
Key Accountabilities
1. Program Strategy & Management
Own and drive end-to-end customer lifecycle management — activation, engagement, retention, and reactivation.
Design and optimise member journeys and lifecycle interventions to improve repeat purchase and long-term value.
Track and deliver on core lifecycle KPIs — activation, engagement, churn, and frequency.




Establish governance frameworks covering program policies, partner agreements, and compliance.
2. Loyalty Program Governance & Experience
Own the program engagement and P&L; , including accrual redemption ratios, partner revenues, and overall profitability for all participating programs including Maharaja Club and Tata Neu Pass
Lead budgeting and forecasting , aligning investments with growth and revenue outcomes
Drive cash-positive program economics through pricing, cash-flows, liability, and partner funding optimisation
Own and enhance end-to-end member experience across all lifecycle touchpoints
Track and improve Digital, Journey & Support NPS & CSAT through structured feedback loops
Build and scale partnerships to drive acquisition, engagement, and incremental revenue
Drive compliance across fraud prevention, data privacy, and program governance
3. Product & AI Roadmap
Lead, optimise & coordinate AI stra

📌 Chief Manager Marketing (Gurugram)
🏢 Air India Express
📍 Gurugram