Head of Loyalty

Our client is a leading multinational transportation group, and they are looking for Head of Loyalty. The role is expected to drive business plan, grow accrual and redemption partnerships, strengthen member insights and analytics, and enhance customer loyalty. The Head of Loyalty must possess 5 core characteristics: Commercially minded

• Must be able to think through the commercial aspects of programme structure, business decisions and partnerships. Curious
• Because there will be so many fast moving / evolving aspects from tech to operations to commercials, the candidate must demonstrate the willingness to learn, probe and ask a lot of questions to get into the essence of the issue. Collaborative
• Must be able to work and partner well internally particularly with airline team and ensure can build collaborative working models at operational and strategic level. Collaboration will also be essential with partners particularly on tech, operations, financial institutions at both local and global level. Compassionate
• The Loyalty team is a diverse pool of talent from multiple backgrounds, context, ages and experience. Being able to have deep empathy and compassion of their challenges and drive business outcome is essential. Critical Thinking
• To be able to objectively analyze an issue / problem coupled with sound judgement in proposing different business options / solutions to drive the business.

Requirements

15+ years of relevant experience, preferably with senior leadership exposure. Core experience in loyalty programmes, commercialisation, partnerships, customer analytics and customer lifecycle management. Demonstrated ability to drive revenue, profitability, member acquisition/retention and customer lifetime value. Strong understanding of loyalty economics, accrual/redemption, rewards, points monetisation and partnership models.

Experience in loyalty transformation, programme redesign, platform enhancement or commercialisation. Strong commercial mindset, influencing capability, data-driven decision making and stakeholder management. Open to experiences in banking/cards, airlines/aviation, travel, hospitality, payments, retail, e-commerce and and other established loyalty ecosystems.