Head of Loyalty Membership & Orchestration

Job summary

This role focuses on enhancing loyalty programs and customer relationships within a group setting, specifically for two brands. The Head of Loyalty Membership & Orchestration will develop strategies to increase member value and drive commercial growth through innovative loyalty concepts.

Qualifications

• Strong commercial judgment with the ability to connect customer value to business outcomes.
• Understanding of loyalty, customer behavior, retention, and Customer Lifetime Value.
• Experience in developing strategic frameworks and business cases.
• Proficiency in using customer data and performance insights for decision-making.
• Familiarity with first-party data, CRM, personalization, and MarTech.
• Leadership experience or readiness to step into a leadership role.
• Fluent communication skills in English.

Responsibilities

• Identify and prioritize new loyalty and membership opportunities.
• Develop propositions, mechanics, and commercial business cases.
• Drive concepts from ideation to implementation and measurable impact.
• Utilize member data and behavioral insights to enhance loyalty propositions.
• Collaborate with CRM, Data, and MarTech teams to create personalized experiences.
• Define necessary capabilities and use cases for the MarTech ecosystem.
• Partner with commercial teams on supplier-funded propositions.
• Continuously evaluate loyalty concepts for their effectiveness in driving retention and value.

Skills

• Strong analytical and strategic thinking skills.
• Ability to simplify complex issues and provide clear recommendations.
• Excellent stakeholder leadership and collaboration skills.
• Commercial instinct and curiosity to drive impactful decisions.

Education

• Relevant experience in loyalty, commercial strategy, customer experience, or related fields is preferred.

Tools

• Familiarity with CRM systems, data analytics tools, and MarTech platforms is advantageous.