DGM – Commercial Digital Strategy

Job Purpose

Be part of the transformation of India's most progressive airport into a global destination and digital commerce hub. Drive innovation that redefines passenger experience and builds a future-ready airport ecosystem.

We are looking for a self-motivated person to lead the strategic design, development, and execution of BIAL's commercial digital initiatives with a sharp focus on building a seamless omnichannel customer experience and driving rewards and loyalty programs. This role will bridge business strategy and digital execution, enabling non-aero revenue growth, customer engagement, and long-term value creation. Strong commercial acumen and data-driven decisionmaking is must.

Principal Accountabilities

a. Strategic Planning and Business Development

• Define and drive the omnichannel commercial digital strategy aligned with BIAL's vision of being a smart airport and destination.
• Drive the rewards/loyalty programs that enhance engagement and monetize customer journeys.
• Translate business objectives into scalable digital solutions across web, app, airport touchpoints, and partner channels.
• Setting up an efficient and agile Project Management Process for various business outcomes. Ability to create ROI based business cases/outcomes.
• Identify process gaps and ensure product fixes.
• Provide leadership, Support, mentor, and develop staff who directly report so they in turn develop and grow as valued resources.

b. Project/Product Management

• Lead and manage end-to-end delivery of digital initiatives, ensuring scope, quality, timelines, and budget adherence.
• Build and own the digital roadmap, prioritizing initiatives that deliver business value and customer impact.
• Coordinate cross-functional teams including IT, marketing, operations, analytics, and external vendors.

c. Omnichannel Experience & Product Integration

• Ensure seamless user experience across all physical and digital touchpoints – drive convergence of digital commerce, mobility, F&B, retail, and services.
• Collaborate with UX/UI, technology, and business teams to design and optimize customer journeys.
• Oversee development and enhancement of digital products, platforms, and APIs, ensuring scalability and security

d. Rewards & Loyalty Programs

• Conceptualize, launch, and manage airport-wide loyalty and rewards platforms, partnerships, and campaigns.
• Leverage data to create personalized offers, enhance repeat usage, and drive revenue.
• Explore co-branded opportunities with airlines, retailers, mobility, and hospitality partners.
• Experience in the payment industry /Fintech is an added advantage
• Liaise effectively with CXOs, business leaders, government stakeholders, and external vendors.

e. Stakeholder Management

• Act as a change agent, building buy-in across levels for digitalfirst initiatives.
• Represent digital strategy in internal reviews, business cases, and board presentations.

Job Specification

Education qualification and pre-requisites

• MBA / Post Graduation
• 12–18 years of experience in digital strategy, product ownership, omnichannel commerce, or loyalty/rewards programs.
• Experience in managing large-scale digital transformation or platform programs.
• Exposure to airports, retail, hospitality, or digital commerce ecosystems preferred.
• Strong understanding of digital product lifecycle, agile delivery, and customer experience principles.
• Proven expertise in program management and stakeholder engagement.
• Deep understanding of digital product management and omnichannel ecosystems.
• Strong commercial acumen and data-driven decision-making.
• Excellent communication, leadership, and cross-functional collaboration skills.
• Passion for innovation, customer-centricity, and digital-first thinking.