Role Overview:
The Senior Manager – Loyalty will be responsible for shaping and executing the organization’s loyalty strategy. This role focuses on designing and managing loyalty programs that drive customer retention, engagement, and lifetime value. The position requires robust strategic thinking, commercial acumen, and hands‑on program management to deliver measurable impact.
Key Responsibilities
Loyalty Strategy & Program Ownership
Support the development and execution of the loyalty vision and roadmap aligned with brand and business objectives.
Manage the loyalty portfolio, including program design, benefits, tiering, rewards, and partnerships.
Drive measurable improvements in retention, frequency, and Customer Lifetime Value (CLV).
Monitor program performance, establish KPIs, and ensure governance and compliance.
Collaborate with cross‑functional teams to integrate loyalty into marketing, digital, and customer engagement initiatives.
Partnerships & Ecosystem Development
Identify and manage strategic partnerships that enhance the loyalty value proposition.
Negotiate and oversee partner benefits to strengthen customer engagement.
Commercial & Analytics Enablement
Build business cases and track ROI for loyalty initiatives.
Use customer insights and analytics to optimize program design and performance.
Support technology enablement for loyalty platforms and data integration in collaboration with Technology teams.