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