Head of Loyalty & Retention (f/m/x)

eSKY.pl; Katowice; Híbrido; PLN 300.000 - 520.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Free parking spots

Work from anywhere in Poland

2 hours per week for self‑development

Descripción de la vacante

eSky Group is seeking a Head of Loyalty & Retention to design, implement and optimize a loyalty framework across travel brands (eSky, eDestinos, Thomas Cook). You will lead loyalty programme development, customer journey optimisation, and personalized communications to drive engagement and repeat bookings.

You will own KPIs (NPS, CLTV, retention) and partner with Brand Marketing, IT and Customer Service to deliver end-to-end experiences, aligning loyalty with our growth goals and customer

Formación

• 5+ years in a senior CRM, Loyalty or Customer Experience role in travel, hospitality or e‑commerce.
• Proven experience designing and scaling loyalty programmes with measurable impact.
• Ability to lead personalised, data‑driven marketing programmes (CRM, lifecycle, trigger‑based).
• Comfortable working cross‑functional and influencing change across departments.
• Strategic mindset with hands‑on execution; passion for travel is a big bonus.

Responsabilidades

• Develop and own end‑to‑end customer loyalty and retention strategy aligned with brand and business goals.
• Define a three‑pillar loyalty framework: exceptional CX, repeat purchase recognition, personalised communications.
• Set KPIs and measure loyalty programme success (retention rate, NPS, CES, CLTV, engagement).
• Map and optimise the customer journey from booking to post‑trip for loyalty gains.
• Lead initiatives to improve post‑trip feedback loops and post‑trip communication.
• Roll out a loyalty programme with perks, exclusive benefits, and personalised value.
• Oversee trigger‑based, personalised communications (price alerts, trip reminders, inspiration).
• Drive data‑driven segmentation and messaging; ensure communications reinforce loyalty.

Conocimientos

Loyalty/CRM leadership

Loyalty programme design

Data-driven marketing (CRM lifecycle)

Cross-functional collaboration

Strategic thinking with hands-on

Travel industry passion

Descripción del empleo

The passion for traveling is what unites the entire eSky Group (eSky, eDestinos, Thomas Cook). Our online travel agency was created by combining years of experience in the travel industry with a love for modern technology. We develop solutions that inspire people to explore the world and together, we turn these inspirations into experiences.

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 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.

What will your journey with us look like?

• 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.

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.

Loyalty Programme Development

• Optimize and rollout our 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.

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

22

years on the market

in total

700

employees

around the world

53

markets

globally

To succeed in this role, you need:

• 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