Head of Loyalty

MindMerge Consulting; Sepang; On-site; MYR 350,000 - 520,000; Full time

Job summary

Zohorecruit client, a leading multinational transportation group, is seeking a Head of Loyalty to drive the loyalty strategy, optimize accrual and redemption partnerships, and turn data into actionable insights. You will lead a cross-functional team, collaborate with airline, banking, and retail partners, and shape programmes that grow revenue, retention and customer lifetime value.

This role requires 15+ years in loyalty with senior leadership exposure and deep expertise in loyalty economics

Qualifications

• 15+ years of relevant experience with senior leadership exposure.
• Core experience in loyalty programmes, commercialisation, partnerships, customer analytics and lifecycle management.
• Demonstrated ability to drive revenue, profitability, member acquisition/retention and CLV.
• Strong understanding of loyalty economics, accrual/redemption, rewards and partnerships.

Responsibilities

• Develop and implement loyalty strategy to grow accrual and redemption partnerships.
• Strengthen member insights and analytics to inform programmes.
• Enhance customer loyalty through platform enhancement and transformation.
• Lead cross-functional collaboration with airline teams, financial institutions and partners.

Skills

Commercial mindset

Curious

Collaborative

Compassionate

Critical thinking

Job description

Our client is a leading multinational transportation group, and they are looking for Head of Loyalty. The role is expected to drive business plan, grow accrual and redemption partnerships, strengthen member insights and analytics, and enhance customer loyalty. The Head of Loyalty must possess 5 core characteristics:

• Commercially minded - Must be able to think through the commercial aspects of programme structure, business decisions and partnerships.
• Curious - Because there will be so many fast moving / evolving aspects from tech to operations to commercials, the candidate must demonstrate the willingness to learn, probe and ask a lot of questions to get into the essence of the issue.
• Collaborative - Must be able to work and partner well internally particularly with airline team and ensure can build collaborative working models at operational and strategic level. Collaboration will also be essential with partners particularly on tech, operations, financial institutions at both local and global level.
• Compassionate - The Loyalty team is a diverse pool of talent from multiple backgrounds, context, ages and experience. Being able to have deep empathy and compassion of their challenges and drive business outcome is essential.
• Critical Thinking - To be able to objectively analyze an issue / problem coupled with sound judgement in proposing different business options / solutions to drive the business.

Requirements

• 15+ years of relevant experience, preferably with senior leadership exposure.
• Core experience in loyalty programmes, commercialisation, partnerships, customer analytics and customer lifecycle management.
• Demonstrated ability to drive revenue, profitability, member acquisition/retention and customer lifetime value.
• Strong understanding of loyalty economics, accrual/redemption, rewards, points monetisation and partnership models.
• Experience in loyalty transformation, programme redesign, platform enhancement or commercialisation.
• Strong commercial mindset, influencing capability, data-driven decision making and stakeholder management.
• Open to experiences in banking/cards, airlines/aviation, travel, hospitality, payments, retail, e-commerce andand other established loyalty ecosystems.