Job Description

Location: Mumbai

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Function: Commercial Team - Loyalty Management

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Reporting To: Associate Vice President - Loyalty Management

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About the Role

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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.

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Key Responsibilities

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Product Strategy & Roadmap

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

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

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- Ensure seamless integration between Taj InnerCircle and Tata Neu loyalty propositions.
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- Identify opportunities to strengthen value creation through the broader Tata Neu ecosystem.
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Product Governance & Cross-Functional Leadership

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

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

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

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

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Behavioural Competencies

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

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- Product strategy and roadmapping.
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- Loyalty program design and loyalty economics.
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- Agile and Scrum methodologies.
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- Customer journey mapping.
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- API and platform integrations.
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- CRM platforms including Salesforce, Oracle Hospitality, Netcore, Capillary, Gupshup, MoEngage and WebEngage.
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- A/B testing and optimization frameworks.
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- Google Analytics, Tableau and Power BI.
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- UX/UI principles, business case development and commercial analysis.
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- Marketing automation and digital engagement platforms.
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📌 Corporate Director - Loyalty Management (Product Lead) (Mumbai)
🏢 The Indian Hotels Company Limited (IHCL)
📍 Mumbai