Loyalty Program Manager

Descompagnons Trabalho Temporário Lda; Lisboa; Presencial; EUR 80 000 - 120 000; Tempo integral

Resumo da oferta

A leading travel company in Lisbon seeks a Product Director – Loyalty to drive the loyalty ecosystem. This role will define strategies, manage teams, and leverage economic models to enhance customer retention. Ideal candidates will have significant experience in loyalty programs and be well-versed in CRM/CDP technologies. Join a dynamic environment aimed at reshaping travel experiences.

Qualificações

• Experience in consumer brands related to travel, hospitality, or retail.
• Practical knowledge of loyalty systems and CRM/CDP stacks.
• Ability to lead and manage functional teams.

Responsabilidades

• Define the loyalty strategy and vision.
• Lead the technical implementation of the loyalty platform.
• Design member journeys and ensure program governance.
• Launch and manage partner networks.
• Implement measurement and experimentation.
• Socialise results with executives and iterate based on insights.

Conhecimentos

End-to-end ownership of loyalty programs

Economic modeling

Data-driven product leadership

Strong communication skills

Descrição da oferta de emprego

Founded in 2013, Indie Campers has revolutionized the road trip experience, offering flexible and customizable Recreational Vehicle ("RV") travel options through its use platform and network of more than 80 locations across 23 countries worldwide. The Company envisions becoming the world's #1 road trip platform. Headquartered in Lisbon, Portugal, Indie Campers has more than 500 employees across the globe and intends to continue to invest significantly to strengthen and grow its team.

Role Overview

As Product Director – Loyalty, you will own the strategy, design, launch, and ongoing operation of the company's loyalty ecosystem. You'll lead a functional product team to build a tiered, accretive program that increases frequency, retention, and CLV, spanning benefits (points, credits, tier perks), partner earn/burn, lifecycle CRM, and channel experiences (web, mobile, onsite). You combine product leadership with lifecycle economics, experimentation, and operational excellence.

Responsibilities

• Define the end Loyalty strategy (vision, tiers, earn/burn economics, elite benefits, partner models), tied to CLV and margin targets.
• Lead a functional team to deliver the Loyalty platform (ledger, rules engine, entitlements, identity), integrated with checkout, account, CRM, and support tooling.
• Build pricing/economics models (breakage, liability, partner settlement) with Finance; set guardrails that protect contribution margins.
• Design member journeys (acquisition, onboarding, tier progression, renewal, back) with CRM, content, and performance marketing.
• Establish program governance (eligibility, fraud prevention, audits, dispute resolution) with Legal/Privacy and CISO.
• Launch and manage partner networks (travel & lifestyle), including technical integrations and commercial structures.
• Implement measurement & experimentation: CLV uplift, repeat rate, AOV, activation/retention by tier; robust A/B testing and causal inference with Data & AI.
• Operate the program day: quarterly roadmap/OKRs, benefit catalogs, seasonal campaigns, and member communications.
• Socialise results with Exec/Board; iterate quickly based on insight, not opinion.

Experience Required

• End-to-end ownership of loyalty programs (design → launch → scale) for a consumer brand of equivalent complexity (travel, hospitality, retail, or marketplace).
• Practical experience with loyalty ledgers/rules engines, CRM/CDP stacks, and partner integrations (earn/burn, settlement, fraud).
• Strong economic modeling skills (breakage, accruals, liability management), working closely with Finance and Audit.
• Data-driven product leadership: experimentation, incrementality, segmentation/personalisation, and insight storytelling.
• Demonstrated ability to build and lead small, senior functional teams; high throughput with operational rigor.
• Excellent communication and stakeholder management across Growth, Finance, Legal/Privacy, and Operations.