Commercial Strategy & Loyalty Model Lead

Overview

We seek a seasoned professional to spearhead the development and execution of the commercial strategy and operational framework for our loyalty program. This role requires a strategic thinker adept at designing and managing comprehensive points ecosystems and loyalty offerings.

Key Responsibilities

• Craft the overarching commercial strategy and operational model governing the loyalty program.
• Architect and simulate the points ecosystem covering accrual, redemption, expiration, breakage, and associated liabilities.
• Define customer loyalty tiers along with their benefits and rewards to ensure an optimal balance between customer value and commercial viability.
• Construct financial models to evaluate the costs of benefits, liabilities from points, redemption patterns, and overall profitability of the loyalty initiative.
• Develop multiple commercial scenarios and conduct sensitivity analyses aimed at refining and maximizing the loyalty proposition.
• Identify and leverage opportunities for partner-funded benefits, forge commercial partnerships, and explore avenues for revenue generation.
• Establish the economic frameworks and commercial guidelines that govern member acquisition, engagement, retention, and lifecycle value enhancement.
• Implement key performance indicators and interactive dashboards to monitor loyalty program success, measuring customer value creation and commercial returns.

Ideal Experience & Qualifications

• At least 7 years of experience in commercial strategy, loyalty programs, pricing strategies, customer economics, or business modeling.
• Proven expertise in designing or enhancing loyalty programs, especially points-based systems and reward mechanisms.
• Superior skills in financial modeling and commercial analytics.
• Experience within sectors such as retail, hospitality, travel, entertainment, tourism, sports, or other large-scale customer engagement ecosystems is strongly preferred.
• Deep understanding of customer lifetime value, unit economics, management of points liabilities, and partner-related economics.