Corporate Director – E-Commerce Product & Support

IHCL and its subsidiaries bring together a group of brands and businesses that offer a fusion of warm Indian hospitality and world-class service. These include Taj – the iconic brand for the most discerning travellers, and ranked as ‘World’s Strongest Hotel Brand’ and ‘India’s Strongest Brand’ across sectors as per Brand Finance Hotels 50 and India 100 reports 2024 respectively; SeleQtions, a named collection of handpicked, storied hotels; Vivanta, a chain of contemporary upscale hotels that celebrate joie de vivre; Ginger, a brand that is revolutionizing the lean-luxe segment, and amã Stays & Trails, a charming portfolio of private bungalows and villas set in picturesque locales.

Role Summary:

We are seeking an experienced and strategic Corporate Director – E-Commerce Product & Support to lead the digital product roadmap and support operations across multiple hotel brands within our global hospitality portfolio. This role demands a deep understanding of e-commerce platforms, content management systems, customer-centric digital features, and cross-functional coordination with business, design, and technology teams. The ideal candidate will be passionate about creating world-class guest experiences through intuitive UI/UX, secure architecture, and seamless e-commerce functionality.

Key Responsibilities:

Product Ownership & Roadmap Management

• Define, own, and evolve the e-commerce product roadmap across all brands websites & app
• Prioritize business-forward features aligned with commercial goals, customer experience improvements & operational goals on cost efficiency and security
• Collaborate closely with marketing, revenue, operations, and IT teams to drive product features from ideation to execution.

E-Commerce & Technical Oversight

• Maintain a working knowledge of both front-end (UI/UX) and back-end systems of the e-commerce stack.
• Understand basic principles of technical architecture, integrations, APIs, and security standards to ensure scalable and secure solutions.
• Understands the working of a modern-day headless CMS like Sanity
• Champion e-commerce best practices in performance, usability, personalization, and conversion optimization.

Support & Process Management

• Oversee daily support operations and issue management, using tools such as Jira, Manage Engine, or equivalent platforms.
• Establish and optimize processes for incident resolution, service requests, and enhancement tracking.
• Work cross-functionally to align support workflows with business priorities and SLAs.

UI/UX and Merchandising

• Contribute to defining customer journeys with a strong understanding of e-commerce design principles.
• Partner with design and merchandising teams to enhance digital storefronts and booking experiences.
• Advocate for a clean, intuitive, mobile-first design language that enhances user engagement.

Stakeholder Communication

• Act as the liaison between business units, technology teams, and external vendors.
• Translate business requirements into functional specifications and user stories.
• Provide regular updates and performance insights to leadership on product health and development progress.

Qualifications & Skills:

• 7–8 years of experience in e-commerce product management, ideally in hospitality, travel tech, or omnichannel retail.
• Proven track record of managing digital product roadmaps, platform migrations, or large-scale feature rollouts.
• Strong understanding of e-commerce systems architecture, CMS, integrations, and security considerations.
• Familiarity with support management tools like Jira, Manage Engine, Zendesk, or equivalent.
• Good grasp of UI/UX principles, responsive design, and merchandising strategies.
• Analytical mindset with a passion for continuous improvement and data-driven decision making.
• Excellent communication, stakeholder management, and cross-functional collaboration skills.
• Ability to ramp up on internal processes quickly and influence change where needed.

Preferred Qualifications:

• Academic Qualifications: B-Tech/BE in Computer Science with an MBA in marketing is preferred. Additional certifications in E-Commerce, Digital marketing, CMS, low-level coding, or leading Martech platforms are an added advantage
• Experience with hospitality booking engines, loyalty platforms, or OTA integrations is a plus
• Exposure to agile development methodologies.
• Basic understanding of SEO, web analytics (e.g., GA4), and conversion rate optimization.

Join us in shaping the digital future of hospitality, delivering guest-centric experiences at every digital touchpoint.