The purpose of this job is to lead the development, implementation, and management of TUI's loyalty strategy and programme, driving increased customer engagement, retention, and lifetime value. Working within the CRM & Loyalty function, this role is responsible for designing the loyalty proposition, establishing the economic model, managing partnerships, and overseeing operational delivery. The Head of Loyalty will lead a team of specialists to create a compelling loyalty experience that enhances customer relationships, drives repeat purchase behavior, and delivers significant business value across TUI's markets and brands.
This role can be based in either our Luton, Hannover, Rijswijk, Zaventem or Stockholm office. The successful candidate will join the team at least twice a week on average in the office.
Now accepting applications until Tuesday 19th August.
ABOUT THE JOB
- Develop and execute TUI's loyalty strategy and roadmap, ensuring alignment with overall business objectives and customer needs.
- Lead the design and implementation of TUI's loyalty programme, including proposition development, economic modelling, and launch planning.
- Oversee the operational delivery of the loyalty programme, ensuring effective execution, member satisfaction, and business impact.
- Develop and manage strategic partnerships that enhance the loyalty proposition and create additional value for members and TUI.
- Lead the integration of loyalty with TUI's customer account, digital platforms, and customer touchpoints to create a seamless experience.
- Establish robust measurement frameworks and reporting processes to track loyalty programme performance, demonstrate ROI, and identify optimization opportunities.
- Build and lead a high-performing loyalty team, developing capabilities, fostering innovation, and ensuring effective execution of the loyalty strategy.
- Collaborate with key stakeholders across the organization, including regional marketing teams, analytics, product, and technology to ensure integrated and effective loyalty operations.
ABOUT YOU
- Extensive background in loyalty, CRM, or customer experience management
- Proven track record of developing, managing and implementing successful loyalty programmes
- Experience with loyalty economic modelling and programme design
- Strong understanding of customer behaviour, segmentation, and lifecycle management
- Experience managing strategic partnerships and commercial relationships
- Excellent analytical skills with ability to derive insights from complex data
- Strong leadership skills with experience building and developing high-performing teams
- Excellent stakeholder management and communication skills
It'd be great if you also have:
- Experience with loyalty programme launches or transformations
- An understanding of data science and AI applications in loyalty
- Worked across different markets or international environments
- An Understanding of customer experience design principles
From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.
We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.