Manager - Loyalty Product Operations

SNV Aviation; Mumbai; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

SNV Aviation is seeking a detail-oriented professional to manage the loyalty program’s day-to-day operations, governance, and continuous improvements. You will oversee member journeys, LMS management, partner integrations, and customer-facing loyalty processes with strong controls and compliance.

The role focuses on optimizing operations across platforms, implementing enhancements, and ensuring program integrity through data-driven insights and stakeholder collaboration.

Qualifications

• 3-6 years of experience in Digital Product Management, E-commerce, Customer Experience, CRM, Platform Operations, or Program Management.
• Strong understanding of digital customer journeys, requirements gathering, and process design.
• Experience managing cross-functional initiatives with business, technology, analytics, and partners.
• Exposure to CRM platforms, APIs, partner integrations, release management, testing/UAT, and governance frameworks.
• Strong analytical, problem-solving, and process-improvement capabilities.
• Minimum 1 year as Manager or 2 years as Assistant Manager at Akasa Air.

Responsibilities

• Own day-to-day loyalty program operations including member accrual/redemption journeys, tier benefits, partner transactions, and policies.
• Manage the Loyalty Management System (LMS), rules, access controls, governance, and documentation to ensure data integrity.
• Translate business requirements into operational and system enhancements with process flows and user journeys.
• Support end-to-end delivery of loyalty initiatives: UAT, defect resolution, release management, implementation, and post-launch optimization.
• Lead partner onboarding and integrations with internal and partner teams.
• Monitor program performance, customer behavior, transactions, and create reports to optimize CX and integrity.
• Investigate anomalies and ensure controls, audits, reconciliations, and reporting.

Skills

Digital Product Management

E-commerce

Customer Experience

CRM

Platform Operations

Program Management

Tools

LMS

Job description

• Marketing, Corp Comms, eCommerce, Customer Exp

End Date 19 Nov 2026

Required Experience NA

Basic Section

Designation --

Skills

Skills/Requirements

Job Description

Role Summary

We are looking for a detail-oriented and execution-focused professional to manage the day-to-day operations, governance, and continuous improvement of the loyalty program. This role will be responsible for ensuring seamless program operations across member journeys, platform management, partner integrations, and customer-facing loyalty processes while maintaining strong controls, compliance, and program integrity.

Key Responsibilities

• Loyalty Product Operations & Governance
  
  
  
  • Own the day-to-day operations of the loyalty program, including member accrual and redemption journeys, tier benefits, partner transactions, and program policies.
  
  
  • Manage the Loyalty Management System (LMS), business rules, user access controls, platform governance, and operational documentation to ensure compliance and data integrity.
  
  
  
  


• Program Enhancements & Delivery
  
  
  
  • Translate business requirements into operational and system enhancements by defining requirements, process flows, user journeys, and functional specifications.
  
  
  • Support end-to-end delivery of loyalty initiatives, including UAT, defect resolution, release management, implementation, and post-launch optimization.
  
  
  
  


• Partner Operations & Integrations
  
  
  
  • Lead partner onboarding and operational setup by coordinating with internal stakeholders and partner technology teams.
  
  
  • Establish and manage integrations, operational processes, reconciliation frameworks, controls, and reporting mechanisms to support partner-led loyalty offerings.
  
  
  
  


• Program Performance & Integrity Management
  
  
  
  • Monitor program performance, customer behavior, transaction activity, and operational metrics to identify opportunities for optimization and improved customer experience.
  
  
  • Lead investigations into transaction anomalies and program abuse while implementing controls, audits, alerts, reconciliations, and reporting mechanisms to safeguard program integrity and compliance.
  
  
  
  

Preferred Relevant Work Experience

• 3-6 years of experience in Digital Product Management, E-commerce, Customer Experience, CRM, Platform Operations, Program Management, or related roles within airlines, travel, hospitality, fintech, retail, consumer technology, or other digital-first organizations.


• Strong understanding of digital customer journeys, business requirements gathering, process design, platform operations, and technology-enabled implementations, with experience working closely with product and engineering teams.


• Experience managing cross-functional initiatives involving business, technology, operations, analytics, and external partners, with strong stakeholder management and execution capabilities.


• Exposure to CRM platforms, APIs, partner integrations, release management, testing/UAT, reconciliation processes, and platform governance frameworks.


• Strong analytical, problem-solving, and process improvement capabilities, with the ability to leverage operational and customer data to drive business outcomes.


• Should have a minimum of 1 year of experience as a Manager or 2 years of experience as an Assistant Manager at Akasa Air.