Lead Business Analyst - Salesforce

Job Role Summary

We are seeking a commercially and technically proficient Digital Lead to drive the strategic integration of MarTech, Salesforce CRM, Microsoft Dynamics, and AI-driven practices across IndiGo's B2C and B2B functions. This role will shape how technology, data, and marketing come together to accelerate commercial growth, sales productivity, and loyalty outcomes across the airline.

The position demands a balance of strategic delivery and governance — overseeing large-scale CRM and digital initiatives with full accountability for budget management, project governance, vendor performance, and invoice control . The Digital Lead will ensure all commercial technology programs are financially sound, operationally efficient, and aligned with the airline's business and brand objectives.

This person will own the technical and financial performance of key customer engagement and loyalty programs, ensuring they align with enterprise commercial objectives. Success requires blending a brand-centric product sensibility with a deep understanding of Salesforce architecture to build model-driven personalization, agentic automation, and predictable revenue streams from strategic commercial assets. Aviation industry experience managing commercial stakeholders and navigating global partnership structures is a significant advantage.

Key Responsibilities

Commercial Strategy & Stakeholder Management (Airline Focus)

• Lead Monthly / Quarterly Commercial Reviews with Airline Sales, Revenue Management, Finance, and Commercial leadership to report on P&L performance, partnership health, and CRM / Loyalty program ROI.
• Architect Partner & Channel Economics (including partner tiers, incentives, co-selling rules, and revenue share) across global airline alliances and commercial partnerships, developing finance-aligned forecasts and liability management for loyalty points and contractual obligations.
• Lead Executive Steering on AI governance, global partner strategy, and enterprise sales enablement; present high-stakes business cases and secure funding for strategic, revenue-generating projects.
• Negotiate and Manage Vendor Strategy for core platforms, specifically Salesforce CRM / Marketing Cloud, MLOps, and system integrators, focusing on optimizing commercial terms and Service Level Agreements (SLAs).
• Run Incident Management for high-impact commercial issues such as large-scale notification / settlement failures, enterprise SLA breaches (e.g., corporate travel contracts), or partner disputes, leading rapid remediation and process improvement.

MarTech, CRM, and Sales Enablement

Budget Management & Project Governance

Core Skills & Competencies

Education & Experience

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Skills Required

MLops, Budget Management, Marketing Cloud, Microsoft Dynamics, Sales Cloud, Salesforce Crm, Vendor Management, Project Governance