Manager - Loyalty Product Systems

Air India Limited; Gurugram District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Air India Limited seeks a seasoned Loyalty Product & System Manager to own the loyalty roadmap and drive integrations across the customer journey. You will oversee configuration, testing, and deployment to ensure a seamless member experience while maintaining platform security and regulatory compliance.

The role requires 5–8 years in loyalty or related IT systems, with strong project management, stakeholder collaboration, and data management skills.

Qualifications

• Bachelor’s degree in Computer Science, IT, Business, or related field; Master’s preferred.
• 5–8 years’ experience in system configuration, ideally within loyalty program operations.
• Experience with CRM, loyalty platforms, and customer data management.
• Aviation sector exposure is an advantage.

Responsibilities

• Loyalty Product & System Ownership: Maintain and execute product/system roadmap aligned to business objectives and own loyalty integrations.
• Performance Monitoring & Reporting: Deliver operational reporting and monitor platform reliability and usability.
• Stakeholder & Cross-Functional Collaboration: Partner with Finance, Revenue, IT, and Customer Engagement to align business and technology.
• Governance, Security & Compliance: Ensure data privacy, security standards, and quarterly audits; maintain SOPs.
• Continuous Improvement & Market Awareness: Propose system enhancements and stay updated on industry best practices.

Job description

Own and execute the loyalty product and system roadmap by managing enhancements, integrations, and delivering a seamless member experience. Ensure loyalty platforms operate efficiently, securely, and in alignment with business priorities, supporting revenue growth, engagement, and operational excellence.

Key Responsibilities

Loyalty Product & System Ownership

• Maintain and execute product/system roadmap aligned to business objectives.
• Prioritize backlog of loyalty capabilities to deliver high‑value opportunities.
• Act as SME across technical and non‑technical teams.
• Own loyalty product integrations across customer journey touchpoints.
• Drive system enhancements through configuration, testing, and validation.
• Ensure platform stability and resolve system issues with IT.

Performance Monitoring & Reporting

• Deliver operational reporting, reconciliation, and system output tracking.
• Monitor platform reliability, analytics, and usability to support engagement.

Stakeholder & Cross‑Functional Collaboration

• Partner with Finance, Revenue, Ground Services, IT, and Customer Engagement.
• Align business, technology, and operations for consistent loyalty delivery.
• Ensure contractual obligations are met with minimal operational impact.

Governance, Security & Compliance

• Ensure compliance with data privacy, digital security, and regulatory standards.
• Conduct quarterly audits of user access rights; maintain SOPs and documentation.

Continuous Improvement & Market Awareness

• Conduct system checks and recommend improvements.
• Stay updated on industry trends and best practices to enhance loyalty capabilities.

Skills & Qualities Required

• Strong project management and delivery capability
• Technical acumen for IT/system enhancements
• Ability to manage multiple priorities in dynamic environments
• Effective communication and cross‑functional collaboration

Education & Experience

• Bachelor’s degree in Computer Science, IT, Business, or related field (Master’s preferred)
• 5–8 years’ experience in system configuration, ideally within loyalty program operations
• Experience with CRM, loyalty platforms, and customer data management
• Aviation sector exposure is an advantage