Head of Loyalty

**Department:**
Customer Experience

**Employment Type:**
Full-time

**Reports To:**
Chief Customer Experience Officer

**About the Role**

We are looking for a
**Head of Loyalty**
to lead the design, development, and optimization of our customer loyalty ecosystem. You will be responsible for shaping the
**loyalty vision and roadmap**
, ensuring the program delivers measurable value to both customers and the business. This role combines
**product ownership, customer insights, and data-driven decision-making**
to build a best-in-class loyalty experience that drives engagement, retention, and lifetime value.

**Key Responsibilities**

- Define and own the
**loyalty program strategy and roadmap**
, aligned with company goals.
- Lead the
**end-to-end product lifecycle**
of loyalty features (design, development, testing, launch, iteration).
- Create, own and manage the profitability of
**loyalty program business case**
- Collaborate with technology, marketing, and data teams to deliver seamless loyalty solutions across
**digital channels and mobile app**
.
- Establish and track
**KPIs**
such as enrollment, active usage, redemption rates, customer retention, and CLV uplift.
- Conduct
**customer research, competitive benchmarking, and market analysis**
to identify new loyalty opportunities.
- Manage internal and external
**stakeholders**
- Manage program content, campaigns, and communications to ensure
**customer relevance and localization**
.
- Oversee QA and testing to ensure loyalty features deliver a
**frictionless customer experience**
.
- Regularly report program performance and insights to management and stakeholders.

**Required Qualifications**

- Bachelor’s degree in Business, Marketing, Management, or related field.
- **2-5 years of experience**
in product management, product ownership, or loyalty program management.
- Strong analytical skills with experience using data to drive decisions.
- Excellent communication and stakeholder management skills.

**Preferred Qualifications**

- Experience in
**financial services, fintech, or retail loyalty programs**
.
- Knowledge of
**customer data platforms (CDPs), CRM systems, and loyalty technology vendors**
.
- Familiarity with
**APIs and backend systems**
that support loyalty ecosystems.
- Understanding of
**customer lifetime value (CLV), NPS, and retention metrics**
.
- UX/UI sensibility and ability to translate user needs into effective solutions.

**Skills & Competencies**

- Customer-first mindset with strong
**problem-solving abilities**
.
- Ability to balance
**strategic thinking with hands-on execution**
.
- Strong prioritization and backlog management skills in
**agile environments**
.
- Proactive, detail-oriented, and comfortable working across
**multi-country markets**
.
- Capable of influencing and aligning diverse stakeholders.

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