Lead - Loyalty

About the Role
Air India Express is looking for a dynamic and commercially driven professional to lead loyalty programs, customer lifecycle initiatives, and AI-enabled marketing solutions. The role will drive member acquisition, engagement, retention, personalization, and partner-led revenue growth while enhancing the overall customer experience.
Key Responsibilities
Manage and optimize loyalty programs, including Maharaja Club and Tata NeuPass integrations.
Drive customer lifecycle campaigns across acquisition, activation, engagement, retention, and reactivation.
Execute AI-led personalization, recommendation, and customer engagement initiatives.
Monitor program performance, member behavior, retention, redemption, and revenue metrics.
Collaborate with Technology, Digital, Revenue Management, Customer Experience, and Finance teams.
Develop and manage loyalty partnerships with airlines, fintech, travel, and lifestyle brands.
Ensure compliance with loyalty governance, fraud controls, and data privacy standards.
Required Skills & Experience
8+ years of experience in Loyalty, CRM, Product Management, Digital Marketing, Customer Lifecycle Management, or Commercial functions.
Strong understanding of loyalty economics, customer engagement, retention, and marketing automation.
Experience working with analytics, customer data platforms, and AI-driven marketing solutions.
Proven ability to manage cross-functional stakeholders and deliver business outcomes.
Exposure to aviation, travel, hospitality, eCommerce, fintech, or consumer businesses preferred.
Qualifications
MBA / PGDM / Master's Degree in Business, Marketing, Analytics, or related field.
Preferred Expertise
Loyalty & CRM Strategy
Customer Lifecycle Management
AI-Powered Personalization
Product & Program Management
Customer Analytics
Commercial Partnerships
Customer Experience (CX)
Revenue & P&L Management

Work arrangement
No