Head of Customer Loyalty & Retention

eSky Group; Katowice; Hybrid; PLN 120,000 - 180,000; Full time

Job summary

A dynamic travel company is seeking a Head of Customer Loyalty & Retention in Katowice, Poland. This role involves developing and optimizing a loyalty framework, ensuring exceptional customer experiences, and leading cross-functional teams. The ideal candidate has over 5 years of experience in loyalty or customer experience in the travel sector, along with a strategic mindset and a passion for travel. Benefits include flexibility in work location and a strong focus on personal development.

Benefits

Private medical care

Flexible work location

Employee Assistance Program

Group insurance

Training platforms

Qualifications

• Proven experience designing and scaling customer loyalty programmes.
• Ability to lead personalized marketing programmes.
• Comfortable working cross‑functionally and influencing change.

Responsibilities

• Develop customer loyalty and retention strategy.
• Optimize customer journey and experiences.
• Design a loyalty programme with member-exclusive benefits.
• Lead initiatives for improving customer feedback processes.
• Mentor and grow a team focused on loyalty marketing.

Skills

Customer loyalty strategy

Data-driven marketing

Cross-functional collaboration

Personalized customer communication

Analytical skills

Education

5+ years in CRM, Loyalty, or Customer Experience role

Experience in travel, hospitality, or e-commerce

Job description

We’re embarking on a bold transformation to redefine how we build loyalty and drive repeat business. We believe that exceptional customer experiences—before, during, and after travel—combined with intelligent, personalised communication and meaningful rewards, can turn one-time travellers into lifelong customers.

To lead this change, we’re looking for a Head of Customer Loyalty & Retention: a strategic thinker and hands‑on leader who will design, implement, and continuously optimize a loyalty framework that goes far beyond points and perks. You’ll lead initiatives that delight our customers, recognise their loyalty, and ensure that every interaction builds trust, value, and brand affinity.

Key responsibilities:

• Develop and own the end‑to‑end customer loyalty and retention strategy in line with our brand, customer expectations, and business goals.
• Define a loyalty framework built on three pillars: exceptional customer experience, recognition of repeat purchase, and relevant, personalised communication.
• Set KPIs and then measure for loyalty programme success, including such as Customer retention rate, NPS, CES, CLTV, and engagement metrics.

2. Customer Experience & Journey Optimisation

• Map and continuously optimise the customer journey from booking to post‑trip, identifying loyalty‑building moments across each stage.
• Partner with Brand Marketing, IT and Customer Service teams to ensure seamless experiences pre‑departure, during travel, and post‑trip.
• Lead initiatives to improve complaint handling and post‑trip feedback loops (NPS, CES) as drivers for retention and rebooking.

3. Loyalty Programme Development

• Design and launch a loyalty programme tailored for travellers—not just points, but perks, recognition, and personalised value.
• Develop member‑exclusive benefits such as special rates, VIP treatment, or tailored offers to increase customer stickiness.
• Continuously test, learn, and optimise the programme based on performance data and customer feedback.
• Oversee the creation of trigger‑based, personalised communications, including price alerts, trip reminders, and inspirational content.
• Use customer data and preferences to drive segmented, relevant messaging.
• Ensure communications reinforce customer value and loyalty—not just short‑term sales.

5. Cross‑functional Collaboration & Leadership

• Act as the voice of the customer across the business, ensuring customer‑centric thinking is embedded in all touchpoints.
• Collaborate with IT, Product teams and segment revenue managers to build the systems for tracking, personalisation, and automation.
• Lead, mentor, and grow a team focused on loyalty and lifecycle marketing.

eSky in numbers

21

years on the market

in total

700

employees

around the world

50

markets

globally

Key Requirements:

• 5+ years in a senior CRM, Loyalty, or Customer Experience role—ideally in travel, hospitality, or e‑commerce.
• Proven experience designing and scaling customer loyalty programmes with measurable business impact.
• Demonstrated ability to lead personalised, data‑driven marketing programmes (CRM, lifecycle, trigger‑based).
• Comfortable working cross‑functionally and influencing change across departments.
• Strategic mindset with hands‑on execution skills – you can see the big picture and roll up your sleeves to get things done.
• Passionate about travel is a big bonus.

Starting from the second month of work, you can take advantage of the company’s benefits offer.

Time to learn

2 hours per week for self‑development

• Training platforms
• Leadership trainings

Flexibility

Work from where you want, and if you choose an office, we have a…

• Free parking spots
• Possibility to work from anywhere in Poland

For the well‑being of body and mind…

• Private medical care
• Employee Assistance Program
• Group insurance

Recruitment process

Application

Send us your CV.

Short call

A short phone call with a member of our recruitment team (about 10 minutes).

Interview

2 rounds of online interviews (about one hour each).

Feedback

Feedback will be provided regardless of the recruitment outcome.