Job Purpose The Product Manager is responsible for end-to-end execution, day-to-day operations, and continuous enhancement of the products. This role will ensure operational excellence, system stability and superior member experience.

Sales & Commercial Responsibilities

Coordinate with B2B and B2C sales teams to support acquisition and retention goals.
Assist in sales enablement through training sessions, collateral preparation and FAQs.
Track sales performance and conversion metrics for acquisition and renewal campaigns.
Operations & Governanc e
Support pricing and offer configurations for hotel membership plans.
Maintain and update SOPs, operating manuals and product documentation.
Ensure hotels are trained in perks, redemption processes, exception handling, and system usage with Loyalty Operation Manager

Training & Enablement

Design and deliver training programs for hotel teams and call centre agents on Luxary hotel processes, benefits, and systems.
Create and maintain training materials, SOPs, and quick reference guides for hotel operations.
Track training effectiveness and adoption through feedback surveys and performance metrics.
Collaborate with Loyalty Operations Manager and hotel leadership to ensure compliance and readiness for hotel processes.
Customer Support & Call Centre

- Act as the business SPOC for customer call centre.




- related operational issues raised by hotels, call centre teams or members.
- Analyse member queries, complaints and feedback to identify root causes with the customer care team lead
- Execute business partner integrations with Sale, IT, Operations and Finance team.

Own the definition, maintenance and accuracy of hotel operational and performance Power BI dashboards.
Track and report KPIs including enrolments, renewals, voucher utilization and complaints.
Provide regular reports on member behavior, benefit usage and operational trends to the Product Head and senior stakeholders.
Ensure data accuracy and consistency across dashboards sourced from loyalty systems and call centre platforms.
Work with data and technology teams to enhance automation, self-serve dashboards and reporting cadence.
Financial Operations

Master's Degree – MBA or equivalent. Experience: 8+ years of experience in product management roles with proven track record of managing all aspects of a successful customer facing product through its lifecycle ideally in hospitality, payments, loyalty, or e-commerce.
Design/ UX orientation
Market analysis
Customer Relationship Management

Execution focus, stakeholder management, BRD/UAT expertise, strong data skills (Excel/BI), structured problem-solving, clear communication.

📌 Product Manager (CRM) (Mumbai)
🏢 TLC DigiTech
📍 Mumbai