Job Description

Role Overview
Lead the commercial strategy and loyalty economics for the programme, developing the business model, loyalty structure, benefits proposition and points economics to drive customer engagement, revenue, and long-term value.

Key Responsibilities

• Develop the overall commercial strategy and operating model for the loyalty programme.
• Design and model the points ecosystem, including earn, redeem, expiry, breakage and liability.
• Define loyalty tiers, benefits and rewards, balancing customer value with commercial sustainability.
• Build financial models to assess cost of benefits, points liability, redemption rates and programme profitability.
• Develop commercial scenarios and sensitivity analyses to optimise the loyalty proposition.
• Identify opportunities for partner-funded benefits, commercial partnerships and revenue generation.
• Define the economics and commercial principles for member acquisition, engagement, retention and lifetime value.
• Work with finance, product, technology and experience teams to translate the commercial model into an executable loyalty proposition.
• Establish KPIs and dashboards to track programme performance, customer value and commercial return.

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Ideal Experience

• 7+ years in commercial strategy, loyalty, pricing, customer economics or business modelling.
• Strong experience designing or optimizing loyalty programmer, points-based ecosystems and rewards structures.
• Excellent financial modelling and commercial analytics capabilities.
• Experience across retail, hospitality, travel, entertainment, tourism, sports or large-scale customer experience ecosystems is highly desirable.
• Strong understanding of customer lifetime value, unit economics, points liability and partner economics.
• Ability to translate complex commercial models into clear strategies and actionable recommendations.

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