Air India - Manager - Loyalty Product Systems

Job Purpose

Own and execute the loyalty product and system roadmap by managing enhancements, system integrations, and deliver a seamless member experience. The role ensures loyalty systems operate efficiently, securely, and in alignment with business priorities while supporting revenue growth, engagement, and operational excellence.
Key

Loyalty Product & System Ownership

- Maintain and execute the product and loyalty systems roadmap in line with business objectives, timelines, and organizational guidelines.

- Prioritize the backlog of loyalty capabilities and solutions, responding to changing business priorities to deliver the highest-value opportunities.

- Act as the subject matter expert on loyalty systems, working across technical and non-technical teams to articulate the value of loyalty initiatives.
Technology Integration & Configuration

- Own loyalty product and integrations, enabling seamless connectivity across internal and external systems throughout the customer journey.

- Drive system enhancements and releases through configuration, testing, and validation to support strategic product initiatives.

- Ensure platform stability and member experience by resolving system issues and partnering with IT for scalable, reliable operations.

Performance Monitoring & Reporting

- Responsible for operational reporting, reconciliation, and tracking of loyalty-related system outputs.

- Monitor digital platform performance including reliability, analytics, and overall usability to support member engagement.
Stakeholder & Cross-Functional Collaboration

- Cultivate strong working relationships with Finance, Revenue Management, Ground Services, Customer Engagement, IT, and other key internal and external stakeholders.

- Partner with business units across the customer journey to understand requirements involving loyalty system integration and provide insights to support business KPIs.

- Support alignment between business, technology, and operations to ensure consistent delivery of the loyalty value proposition.
Vendor Management and Technology Partnerships

- Build end-to-end mapping between company and vendor ecosystems, while coordinating consistent cadence calls to discuss product roadmaps, prioritize Address SLA breaches and compute rebates and penalties to be applied to vendors, ensuring compliance with contractual obligations and minimizing operational impact.
Governance, Security & Compliance

- Ensure compliance with data privacy, digital security, and regulatory requirements across all loyalty system activities.

- Performs quarterly audits to verify user access rights, ensuring that individuals who have departed the organization are swiftly removed from the ALM access repository to maintain security and compliance.

- Develop and maintain internal documentation, configuration guidelines, and standard operating processes for loyalty systems.
Continuous Improvement & Market Awareness

- Conduct regular system checks to ensure platforms remain up to date and efficiently managed.

- Stay informed of industry trends, technology advancements, and best practices to recommend ongoing improvements to loyalty capabilities.
Skills/Qualities Required

- Strong capability in managing and delivering complex projects efficiently

- Technical acumen to understand and guide IT related initiatives and system enhancements

- Ability to manage multiple tasks simultaneously and adapt to dynamic business needs

- Good communication and interpersonal skills, capable of working collaboratively across multiple departments.
Educational and Experience Requirements

- Bachelor's degree in Computer Science, Information Technology, Business, or a related field. Master's degree preferred

- Minimum - 5 to 8 years' experience in system configuration, preferably within loyalty program operations or a related technical role.

- Experience with CRM systems, loyalty program platforms, and customer data management

- Prior experience in the aviation sector is an added advantage

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