Head - Loyalty

Key Responsibilities:

• Develop and Implement Loyalty Strategies: Design, develop and execute comprehensive loyalty programs that align with the company's goals, customer expectations and company brand.
• Customer Insights and Analysis: Leverage research and data analytics to understand customer behavior, preferences, and trends. Use these insights to design and then improve our loyalty programs to enhance customer experiences and hence deliver measurably greater loyalty in a financially viable manner.
• Program Management: Oversee the design, launch and then day-to-day operations of loyalty programs, ensuring they run smoothly and effectively building delivery sophistication to create a significant competitive advantage. Ensure research insights, technology and data and leveraged effectively to deliver concrete and ever-improving business results.
• Partnership Development: Identify and establish partnerships with other brands and businesses to enhance the value of loyalty programs. Including in specific aggregators and banks for credit card cobrands to build significant core and ancillary revenues.
• Marketing and Communication: Collaborate with the marketing team to create compelling campaigns that promote loyalty programs and engage customers. Create properties that members look forward to receiving to deliver a cost-effective and reliable channel to customers. Be innovative in finding good reasons why for members to engage. Create and manage continuous customer feedback loops to identify areas for improvement and enhance the loyalty program experience.
• Performance Tracking: Monitor and analyze the performance of loyalty programs, campaigns, member loyalty, financials and other critical parameters, developing and then leveraging key metrics to measure success and identify areas for improvement.
• Team Leadership: Lead and mentor a competent Loyalty and CRM team, fostering a culture of excellence and innovation. Ensure they are adequately equipped (knowledge. Tech and support) to build a worldclass program partnering with other departments and external partners to achieve this. Collaborate with marketing, sales, and operations teams to ensure seamless integration of loyalty initiatives across customer touchpoints. Foster a culture of financially responsible customer-centricity and excellence within the loyalty team.
• Budget Management: Manage the budget for loyalty programs, ensuring cost-effective strategies and maximizing ROI.
• KPIs will be developed with the selected candidate but could include:
• Achieving program metrics: launch, overall contribution (revenue and margin)
• Achieving member related targets including sign-Ons, activity, lift, shift, and retention, NPS and more
• Campaign effectiveness: Open rates, CTRs and incremental revenue

Launching of co-branded cards and partnerships to drive incremental ancillary revenue and margin

Qualifications:

• A degree in Marketing, Finance, Technology, or a related field. Hospitality is a plus.

Experience:

• Proven experience in managing loyalty programs, preferably in the Travel & hospitality industry.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent communication and interpersonal skills.
• Strategic thinker with a customer-centric mindset.
• Ability to attract, lead and retain talent in a Loyalty and CRM team.
• Proficiency in CRM and marketing software and loyalty program platforms.
• Excellent problem-solving skills
• A proven ability to effectively handle customer escalations.
• Some experience in working with earn / burn partners including banks and aggregators would be a valuable plus.

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and career growth.