Job Title

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 ResponsibilitiesFormulate 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 ManagerTraining & EnablementEnsure 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 CentreAct 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 & ReportingOwn 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 OperationsCoordinate with finance teams on monthly revenue recognition and partner billing. Support budgeting and forecasting inputs for an operational standpoint. QualificationsEducation: 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 ManagementSkills: Execution focus, stakeholder management, BRD/UAT expertise, strong data skills (Excel/BI), structured problem-solving, clear communication.