Product Manager

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 & Governanc e

• 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: Masters 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.