Job Summary
Responsible for leading and managing the Privileges & Loyalty Program (Power Pass) to enhance customer engagement, drive member satisfaction, and maximize commercial value. This role focuses on developing exclusive privileges, partnerships, and personalized experiences for members, ensuring alignment with business goals and brand positioning.
Key Responsibilities
1. Loyalty Program Strategy & Development
- Develop and execute strategies to enhance the Power Pass loyalty program across all customer segments
- Design and manage member privileges, benefits, and tiering strategies to increase engagement and retention
- Analyze customer behavior and insights to optimize program effectiveness and value proposition
2. Privileges & Partnership Management
- Identify and develop partnerships with leading brands, hotels, airlines, and lifestyle partners to create exclusive privileges
- Negotiate commercial terms and benefits with partners to maximize value for both customers and the organization
- Manage end-to-end execution of privileges, including campaign planning, communication, and performance tracking
3. Customer Experience & Engagement
- Ensure seamless and premium customer experience across all touchpoints (online and offline)
- Collaborate with Marketing and Digital teams to deliver personalized campaigns and targeted member communications
- Monitor member satisfaction and feedback to continuously improve the program
4. Performance Monitoring & Reporting
- Track key KPIs such as member acquisition, engagement rate, redemption rate, and revenue contribution
- Analyze program performance and provide actionable insights to senior management
- Prepare executive reports and presentations on program performance and opportunities
5. Cross-Functional Collaboration
- Work closely with Commercial, Marketing, Digital, and Retail teams to align loyalty initiatives with business objectives
- Coordinate with IT for system enhancements and CRM integration to support loyalty program development
- Partner with Finance to ensure budget control and ROI optimization
6. Team Leadership & Governance
- Lead and develop the Privileges Consultant team to ensure high performance and accountability
- Establish processes, guidelines, and governance frameworks for loyalty program execution
- Drive continuous improvement and innovation within the loyalty function
Qualifications
- Bachelor's or Master's degree in Marketing, Business Administration, Hospitality, or related field
- Minimum 810 years of experience in Loyalty Program, CRM, Partnership, or Customer Engagement
- Experience in retail, travel retail, luxury, or lifestyle business is highly preferred
- Strong background in partnership management and customer experience strategy
