Job Title

Designation - Product Manager Location - Mumbai Job Purpose The Product Manager is responsible for end-to-end execution, day-to-day operations, and continuous enhancement of the products. This role will ensure operational excellence, system stability and superior member experience. Responsibilities Sales & Commercial Responsibilities - Formulate the product vision and goals, innovate through benchmarks and voice of customer. - Plan sales strategy for one of the Luxury hotel - Understand the target consumer segments and markets, evaluate market trends and competition strategies in order to ensure the market insights are considered for product design - Define and refine goals and metrices for product construct, pricing, acquisition, usage and retention. - Drive enrolments and renewals to achieve defined sales targets. - Coordinate with B2B and B2C sales teams to support acquisition and retention goals. - Maintain relationships with all stakeholders including with key partners. - Assist in sales enablement through training sessions, collateral preparation and FAQs. - Track sales performance and conversion metrics for acquisition and renewal campaigns. - Collaborate with marketing and partnership teams to design and execute campaigns driving acquisition and retention. Operations & Governance - Support pricing and offer configurations for hotel membership plans. - Ensure accurate and consistent application of hotel benefit rules, eligibility criteria, exclusions, and blackout conditions across hotels and systems. - Maintain and update SOPs, operating manuals and product documentation. - Coordinate with tech, sales, marketing, finance and revenue management teams for initiatives and campaigns. - Ensure hotels are trained in benefits, redemption processes, exception handling, and system usage with Loyalty Operation Manager Training & Enablement Ensure hotels are trained in Hotel benefits, redemption processes, exception handling and system usage - Design and deliver training programs for hotel teams and call centre agents on Luxary hotel processes, benefits, and systems. - Create and maintain training materials, SOPs, and quick reference guides for hotel operations. - Conduct periodic refresher sessions and micro-learning modules to ensure continuous knowledge reinforcement. - Track training effectiveness and adoption through feedback surveys and performance metrics. - Collaborate with Loyalty Operations Manager and hotel leadership to ensure compliance and readiness for hotel processes. Customer Support & Call Centre - Act as the business SPOC for customer call centre. - Act as the primary escalation point for Hotel - -related operational issues raised by hotels, call centre teams or members. - Analyse member queries, complaints and feedback to identify root causes with the customer care team lead - Own contact centre SLAs for service levels, FRT, AHT, CSAT, NPS. - Manage knowledge bases, scripts and query resolution workflows. Manage Product Enhancements Roadmap - Manage the enhancement execution basis the product roadmap. - Translate business asks into BRDs. - Own UAT, release coordination and post-go-live validation. - Define and refine goals and metrices for product construct, pricing, acquisition, usage and retention - Execute business partner integrations with Sale, IT, Operations and Finance team. Analytics & Reporting - Own the definition, maintenance and accuracy of hotel operational and performance Power BI dashboards. - Track and report KPIs including enrolments, renewals, voucher utilization and complaints. - Provide regular reports on member behavior, benefit usage and operational trends to the Product Head and senior stakeholders. - Ensure data accuracy and consistency across dashboards sourced from loyalty systems and call centre platforms. - Work with data and technology teams to enhance automation, self-serve dashboards and reporting cadence. - Support leadership reviews, audits and business reviews. Financial Operations - Coordinate with finance teams on monthly revenue recognition and partner billing. - Support budgeting and forecasting inputs for an operational standpoint. Qualifications - Education: Master’s Degree – MBA or equivalent. Professional certificate in Product Management preferred - Experience: 8+ years of experience in product management roles with proven track record of managing all aspects of a successful customer facing product through its lifecycle ideally in hospitality, payments, loyalty, or e-commerce. Functional - Product management throughout its lifecycle - Sectoral knowledge (Hospitality) - Design/ UX orientation - Analytical and problem-solving abilities, team coordination, and management skills - Market analysis - Customer Relationship Management Skills: Execution focus, stakeholder management, BRD/UAT expertise, strong data skills (Excel/BI), structured problem-solving, clear communication.