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
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