Director, Loyalty Strategy

Traveltechessentialist; Greater London; On-site; GBP 148,000 - 209,000; Full time

Job summary

A leading travel technology company in London is seeking a Director of Loyalty Strategy to drive loyalty programs across their brands. The ideal candidate will have over 15 years of experience in loyalty program management, strong analytical skills, and a passion for customer engagement. This role offers a competitive salary, flexible work options, and a comprehensive benefits package to support employees' well-being and career growth.

Benefits

Exciting travel perks

Generous time-off

Flexible work model

Career development resources

Qualifications

• 15+ years of experience with strong understanding of customer loyalty programs.
• Experience managing large-scale, global loyalty program launches.
• Ability to interpret complex data and drive decisions for program performance.

Responsibilities

• Own and develop strategies to strengthen customer relationships through loyalty programs.
• Manage cross-functional relationships to drive alignment in loyalty and brand strategies.
• Identify opportunities for customer engagement and personalized experiences.

Skills

Strategic Thinking

Cross-functional collaboration

Analytical skills

Leadership

Customer engagement

Relationship building

Education

Bachelor's degree

Tools

Microsoft Excel

Tableau

Digital collaboration tools

Job description

Director, Loyalty Strategy

• United Kingdom - London
• Marketing
• Full-Time Regular
• Expires: 11/25/2025
• ID # R-99787-1

Expedia Group brands power global travel for everyone, everywhere. We design cutting‑edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated, and when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time‑off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees’ passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

We create and deliver an aligned, dedicated marketing strategy to fuel each Expedia Group brand’s success. Since our travelers interact with us through our brands, we have a brand focus in our marketing, while leveraging the scale and efficiency we’ve built in functional expertise.

Are you excited by the opportunity to take our business to the next level delivering value, unforgettable travel experiences and unlocking new business opportunities? Do you have a passion for the traveller and our partners, and a curiosity for what makes them tick? At Expedia Group we aim to be the most rewarding place to book travel.

Our loyalty members are the center of our business, driving revenue and long‑standing stickiness with our three brands – Expedia, Hotels.com, and Vrbo. We are looking for a Director of Loyalty Strategy to be a key part in driving continued program performance and evolution across our three brands. This role will own the strategy across the EG loyalty programs to shape the future of traveler relationships with a keen focus on keeping the traveler at the center.

The Director of Loyalty Strategy will be responsible for leading EG’s loyalty programs globally.

This role is best served by a strategic thinker with a deep understanding of loyalty program best practices and a close understanding of program economics, data‑driven insights and an analytical mindset to dive into data and listen to our travelers to find new growth opportunities within the value propositions of each brand and to ladder to our broader organizational strategy.

Close collaboration with the Brand leaders is required to align the loyalty program strategy and purpose to drive brand‑specific goals and KPIs. This role regularly interfaces with executive (SVP+/C‑level) leadership and team members across all levels and requires building and sustaining deep cross‑functional relationships to collaborate across our organization.

This role will also proactively identify areas of opportunity to improve the traveler experience, strengthen traveler engagement and drive brand loyalty through enhancements to the current offerings, forcing simplicity and traveler comprehension as key tenets.

Finally, this role will be external‑facing and interact heavily with other third‑party entities, fostering key relationship building by proactively identifying and actualizing areas of opportunity to improve the EG traveler experience.

In this role, you will:

Strategic Thinking and Cross Team Collaboration

• Own the vision and develop strategies to grow and strengthen customer relationships, repeat, and stickiness through EG’s loyalty programs
• Manage and strengthen cross‑functional relationships to drive alignment of loyalty and brand strategies
• Be a strong advocate for loyalty at all levels, connect program strategy back to the company’s broader strategy and ensure loyalty has a clear voice as it is represented across all levels of the business
• Be able to flex between high‑level strategic vision and detailed problem‑solving, knowing when to dive in and when to delegate
• Utilize market research customer insights, competitor data, and data analytics to identify opportunities for customer engagement segmentation and personalized experiences
• Design, implement, and optimize loyalty program ensuring it delivers tangible value and resonates with target customer segments
• Be the voice of the traveler – closely working with teams across EG to deliver effective brand marketing, product development and member experience initiatives
• Think both agile and short‑term (ie., rapid test & learn) and more scalable & long‑term with strategies and approaches for the traveler to build programmatic elements
• Work closely with teams across Loyalty Performance, Finance and Analytics on program economics, business casing, and performance and with Product, Tech, and XD teams to deliver on the intended program experience. Additional cross‑functional collaboration includes the broader CRM, Marketing, Research & Insights teams, and others to develop holistic program strategies and execution

Team Leadership & Culture Stewardship

• Manage, mentor, and grow a high‑performing team, fostering a collaborative and innovative work environment with a Go Get What’s Next attitude
• Lead with a strategic mindset that empowers their team, enabling people to move quickly, unblock challenges, and drive outcomes with clarity
• Unlock each team member’s potential, supporting individual development opportunities and addressing employee needs and goals
• Build trust and energy within the team and with stakeholders while fostering a culture of ownership, curiosity, and accountability
• Manage workloads to ensure all team members are fully deployed and opportunities are given to grow skillsets in developing future leadership potential

Experience and Qualifications:

• 15+ years experience with Bachelor’s degree preferred
• Experience managing and leading large‑scale, global loyalty program launches delivering exceptional outcomes with cross‑functional teams
• A strong understanding of developing and delivering engaging loyalty offerings
• Deep understanding of customer and partner audience to validate communication plan and strategies
• Strong analytical skills with the ability to interpret complex data and drive decisions that enhance customer experience and program performance
• Ability to develop and maintain strong relationships across groups, collaborating effectively with product & technology, supply, brand marketing, and customer support teams
• Ability to evangelize, influence and socialize and align recommendations at all levels of the organization
• Passion for creating innovative customer experiences and driving retention through data‑driven approaches
• Ability to work in a fast‑paced environment, handling multiple projects simultaneously while remaining detail‑oriented and adaptable

Technology Proficiency

• Expertise in Microsoft Excel and Powerpoint
• Expertise in digital‑centric collaboration tools and communication tools
• Ability to leverage AI approaches to streamline and deliver work
• Strong Tableau knowledge

The total cash range for this position in Seattle is $197,000.00 to $275,500.00. Employees in this role have the potential to increase their pay up to $315,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s I-9 to confirm work authorization.