Head of Loyalty & Retention — Remote-First Leader

Esky Group; Katowice; Hybrid; PLN 300,000 - 520,000; Full time

Benefits offered by this job

Free parking spots

Work from anywhere in Poland

2 hours per week for self‑development

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Loyalty/CRM leadership

Loyalty programme design

Data-driven marketing (CRM lifecycle)

Cross-functional collaboration

Strategic thinking with hands-on

Travel industry passion

Job description

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