Corporate director - loyalty management (product lead)

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 Inner Circle 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 Inner Circle 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 Inner Circle 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.
Strong 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, Mo Engage and Web Engage.
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.