Key Responsibilities:

Strategic Leadership:

• Develop and execute a unified loyalty strategy in collaboration with the EVP and other senior leaders, ensuring alignment with the overall business goals.
• Work across business units and regions to design and implement a global loyalty framework that enhances customer satisfaction and lifetime value.
• Act as a strategic advisor to the EVP on loyalty trends, customer engagement, and program performance.

Program Design & Execution:

• Lead the development, launch, and management of the company’s global loyalty program, tailoring the strategy to meet local and regional market demands.
• Oversee a dedicated team responsible for daily operations, program development, and optimization.
• Ensure that the loyalty program integrates seamlessly across all touchpoints, including digital platforms, in-store experiences, and customer service channels.

Performance Monitoring & Analytics:

• Drive data-informed decision-making by analyzing customer data, loyalty metrics, and program performance to continually refine the loyalty strategy.
• Establish and track key performance indicators (KPIs), such as program enrollment, customer retention, repeat purchases, and ROI.
• Provide regular reports and insights to the EVP, highlighting progress and areas of opportunity for program enhancements.

Cross-Functional Collaboration:

• Collaborate closely with key departments, including marketing, operations, finance, and IT, to align loyalty efforts with broader business objectives.
• Partner with product and technology teams to ensure the seamless integration of loyalty features across all customer channels.
• Lead efforts to secure strategic partnerships with third-party vendors and loyalty platform providers to enhance the value proposition of the program.

Customer-Centric Focus:

• Foster a deep understanding of customer needs and behaviors to create personalized loyalty experiences that increase engagement and brand advocacy.
• Implement feedback mechanisms to capture customer insights and continuously improve the loyalty offering.
• Stay informed on industry trends and competitor strategies to ensure the loyalty program remains innovative and competitive.

Financial & Operational Accountability:

• Develop and manage the loyalty program’s budget, ensuring that financial goals are met.
• Provide the EVP and senior leadership with financial performance updates, demonstrating the program’s impact on customer retention, revenue, and profitability.

Qualifications:

• Bachelor’s degree in Marketing, Business Administration, or a related field (MBA preferred).
• 10+ years of experience in loyalty marketing, customer retention, or CRM, with 5+ years in a leadership role, ideally within a global organization.
• Proven experience working cross-functionally to design and implement successful loyalty programs.
• Strong analytical skills with the ability to leverage customer data to drive strategic decision-making.
• Excellent leadership, communication, and collaboration skills, with the ability to influence at all levels of the organization.
• Experience working with loyalty management platforms, CRM systems, and customer analytics tools.
• Global or multi-market experience with a clear understanding of regional differences and market-specific needs.