Loyalty Team Lead

Key Responsibilities

• Lead the strategy, development, launch, and continuous enhancement of a customer loyalty program to drive member acquisition, engagement, retention, and revenue growth.
• Design and optimize the end-to-end loyalty journey, including membership, earn & burn, rewards, redemption, CRM, gamification, and customer experience across digital and physical touchpoints.
• Develop and execute a loyalty roadmap, ensuring seamless collaboration with technology, marketing, operations, and commercial teams.
• Drive CRM and data-driven marketing initiatives to improve customer lifecycle management, personalization, and campaign effectiveness.
• Build and expand strategic partnerships with business partners and ecosystem collaborators to increase member value and cross-business engagement.
• Oversee loyalty program performance through KPI dashboards, financial modeling, governance, fraud prevention, and continuous process improvement.
• Work closely with technology vendors to develop and enhance loyalty platforms, mobile applications, and digital capabilities.
• Analyze customer insights, market trends, and competitive benchmarks to identify new opportunities and strengthen the loyalty proposition.

Qualifications & Experience

• Bachelor's degree in Marketing, Business Administration, Hospitality Management, Digital Business, or a related field. Master's degree is an advantage.
• Minimum 7–10 years of experience in Loyalty, CRM, Customer Engagement, Digital Marketing, Commercial, or related functions, with at least 3 years in a leadership role.
• Proven experience launching, managing, or scaling customer loyalty or membership programs with measurable business impact.
• Strong understanding of loyalty program design, CRM, customer lifecycle management, earn & burn mechanics, rewards strategy, and member engagement.
• Experience working with CRM platforms, customer data, analytics, marketing automation, and digital customer experience.
• Demonstrated ability to build strategic partnerships and manage multiple stakeholders across business functions.
• Strong commercial acumen with the ability to translate customer insights into revenue-generating initiatives.
• Familiarity with loyalty technologies, mobile applications, digital platforms, and AI-driven personalization is highly preferred.
• Excellent analytical, project management, communication, and presentation skills.
• Strong command of English, both written and spoken.