Product Manager / Senior Manager - Loyalty & Experiences

We are looking for a Product Manager Loyalty & Experiences to lead the development and execution of a next-generation Digital Loyalty Program for our members. This role involves managing the end-to-end lifecycle of the loyalty program, ensuring a seamless, rewarding experience for Club Mahindra members. Additionally, the role will focus on creating personalized holiday experiences that are integrated into the loyalty ecosystem, ensuring that every member's journey is memorable and enriched. The ideal candidate will have experience in designing digital loyalty platforms, working in the travel or hospitality industry, and leveraging data to enhance both loyalty and holiday experiences.

Key Responsibilities:
Loyalty Program Development & Execution

Lead the creation and management of a digital loyalty program that enhances member engagement, retention, and satisfaction.

Design personalized rewards and experiences for members based on their interactions with Club Mahindra offerings, especially focused on holiday planning and booking behaviors.

Collaborate with tech teams to integrate the loyalty program seamlessly across multiple digital touchpoints, including mobile apps, websites, and other digital channels.

Holiday Experience Ecosystem Management

Curate and enhance the holiday experience ecosystem, integrating special benefits and personalized holiday packages for loyalty program members.

Work with internal teams to create exclusive holiday experiences (e.g., destination-specific offers, VIP activities) that encourage engagement and improve retention.

Partner with marketing and operations to promote these holiday experiences as part of the loyalty journey, ensuring members get unique access to events, activities, and travel perks.

Data-Driven Product Optimization

Leverage data analytics to track the performance of both the loyalty program and holiday experiences, ensuring they are driving key metrics such as engagement, satisfaction, and long-term loyalty.

Continuously improve the program and holiday offerings by using insights from member behavior, competitor analysis (e.g., Air India, Tata Group), and industry trends.

Cross-Functional Collaboration

Work closely with engineering, design, marketing, and customer support teams to ensure the program and holiday experiences align with business objectives.

Collaborate with external partners (e.g., hotels, travel agencies, airlines) to enhance the rewards catalogue and member experiences.

Customer-Centric Strategy

Use customer insights to ensure the loyalty program and holiday experiences deliver tangible value and a seamless, engaging experience.

Optimize the member journey from sign-up to reward redemption, ensuring every interaction with the loyalty program adds value to their holiday planning and booking experience.

Market & Competitive Analysis

Track competitor loyalty programs and holiday experience trends, identifying opportunities to innovate and differentiate Club Mahindras offering.

Apply best practices from industry leaders to adapt strategies to fit our brand and members' needs.

Qualifications & Skills:
• Education:

Bachelor’s degree in business administration, Marketing, Computer Science, or a related field.

Experience:

6 -8 years of experience in product management, focusing on loyalty programs, customer engagement, and digital products in the travel and hospitality space.

Proven track record in designing, executing, and optimizing holiday experience ecosystems and loyalty-driven solutions.

Skills:

Strong knowledge of loyalty program mechanics, digital platform management, and integrating holiday-related services.

Proficiency in data analysis and the ability to make data-driven decisions using tools like Google Analytics, Tableau, etc.

Familiarity with CRM systems, holiday planning tools, and experience in integrating digital products.

Strong understanding of customer experience design, especially in travel, holidays, and engagement strategies.

Excellent communication, leadership, and project management skills to manage cross-functional teams and drive business outcomes.

Preferred Qualifications:

Experience in gamification strategies for improving engagement in loyalty programs and holiday experiences.

Expertise in travel tech or holiday planning platforms.

Familiarity with loyalty platforms used by industry leaders