Manager Loyalty Product

Job Purpose

Responsible for overseeing the strategic development, design, and implementation of innovative products within Air India’s loyalty program. This role focuses on enhancing product offerings to drive customer acquisition, increase retention, and ensure the competitiveness and effectiveness of the loyalty program.

Key Accountabilities

Product Strategy and Development -

• Develop and implement a comprehensive product strategy that aligns with the loyalty program's objectives and Air India’s broader business goals.

• Lead the innovation and development of new loyalty products and enhancements that address customer needs and market trends.

Performance Monitoring and Optimization -

• Define and track key performance indicators for loyalty products, assessing their impact on customer engagement and program ROI.

• Continuously evaluate product performance, implementing enhancements and modifications based on data-driven insights.

Regulatory Compliance -

• Monitor compliance with all relevant regulations affecting loyalty product offerings, particularly those related to consumer protection and financial services.

• Work with the legal team to ensure all new products meet regulatory requirements and maintain the highest standards of corporate governance.

Market Research and Competitive Analysis -

• Conduct in-depth market research and competitive analysis to identify opportunities for product differentiation and improvement.

• Leverage customer insights to inform product features and benefits, ensuring they meet the evolving expectations of loyalty program members.

Loyalty Program Integration -

• Ensure that all new products are seamlessly integrated into the existing loyalty framework, maintaining system compatibility and enhancing user experience.

• Coordinate with the IT and systems teams to ensure backend support for new products and features

Stakeholder Engagement and Reporting -

• Regularly engage with senior management and external partners to report on product performance and strategic initiatives.

• Present product strategies and performance updates to stakeholders, ensuring transparency and alignment with business objectives.

Cross-Functional Team Leadership -

• Collaborate with Marketing, Sales, IT, and Customer Service teams to ensure that product initiatives are integrated and supported across all functions.

• Work closely with these teams to implement product features and ensure they are effectively communicated and marketed to customers.

Skills/Qualities Required

• Strong leadership and strategic planning abilities with a proven track record in product management within loyalty programs
• Excellent analytical and problem-solving skills, capable of synthesizing market data and customer feedback into actionable strategies
• Creative thinking and a deep understanding of loyalty mechanics and customer engagement strategies
• Exceptional communication and interpersonal skills, essential for leading teams and managing stakeholder relationships

Educational and Experience Requirements

• Masters/MBA/PGDM/PGP/PG degree, preferably in Product, Business Administration, or a related field
• 5+ years’ experience in loyalty program management, product development, or a related field
• Demonstrated success in developing and launching innovative loyalty programs and managing large-scale product portfolios.
• Prior experience in the aviation sector is an added advantage