Head of Loyalty

• Luxury Escapes is one of the world's fastest growing travel businesses, reaching up to 7 million subscribers each month with exclusive limited time offers at 'insider' prices.

We are a collective of forward-thinking people, driven to challenge the travel industry and ourselves to bring ever better travel experiences to our customer community.

Awarded as one of the 'Best Places to Work’ by the AFR; employee experience is king here, with lunches provided 5 days a week, an onsite gym with premium change facilities, weekly events, the opportunity to experience the travel we offer and significant professional development opportunities - we go above and beyond to make every workday something to look forward to!

We are now looking for a Head of Loyalty who will be responsible for designing and executing a customer-centric loyalty strategy that drives acquisition, engagement, retention, and lifetime value. Acting as both program manager and proposition lead, this role owns the end-to-end delivery and optimisation of the loyalty program — from strategic development and proposition design to execution, performance tracking, and continuous improvement.

A key focus of the role is cross-functional collaboration and stakeholder management across all divisions, ensuring alignment to business goals and seamless integration of loyalty initiatives.

You will be responsible for: 

• Lead the end-to-end strategy, design, and execution of the loyalty program to drive retention, acquisition, engagement, and customer lifetime value
• Own and manage the loyalty program roadmap, ensuring timely delivery of initiatives through effective stakeholder engagement and cross-functional coordination
• Collaborate with teams across Marketing, Commercial, Tech, Finance, and CX to evolve the loyalty proposition based on customer insights and market trends
• Use segmentation and behavioural data to deliver targeted, personalised campaigns that enhance engagement and communicate key value
• Oversee program governance, resource planning, and KPI tracking to measure success, commercial impact, and ROI
• Shape promotional strategies aligned to the loyalty proposition, offering input on pricing, incentives, and promotional mechanics
• Analyse program and campaign performance to identify optimisation opportunities and maximise effectiveness
• Monitor market trends and competitor activity to identify innovations and opportunities to strengthen the loyalty offering
• Drive innovation through new technologies and platforms to future-proof and elevate the customer experience
• Ensure compliance with data privacy and security regulations, maintaining transparency and trust in all customer interactions

What we are looking for: 

• Experience in loyalty program development and management, ideally in digital, retail, travel, or consumer-facing sectors
• Proven ability to deliver loyalty programs and promotions that boost engagement, retention, and customer value
• Strong project and program management skills, with a track record of leading cross-functional initiatives
• Experience shaping customer value propositions aligned with insights and commercial goals
• Deep understanding of loyalty marketing, customer lifecycle strategy, and data-led decision-making
• Proficient in Excel, SQL, and statistical tools; strong analytical mindset
• Skilled in customer segmentation, personalisation, and CRM/marketing automation platforms
• Strong communicator and collaborator, with the ability to influence at all levels
• Demonstrated leadership in building and motivating high-performing teams
• Commercially driven, with a focus on measurable results and ROI
• Knowledge of data privacy regulations and best practices

What's in it for you? 

• First-class health and well-being program, including an onsite gym, yoga, and meditation, with breakfast and catered lunch provided five days a week, plus an exceptional Employee Assistance Program.
• Fun and flexible working environment – Friday afternoon onsite gatherings (wine included!) and monthly celebrations.
• Opportunity to experience the travel we sell through famils.
• A fun, dynamic environment with a collaborative team.
• Generous staff discount and birthday leave!

If you’re interested in the role but don't check every box, apply anyway, we’d love to hear from you.

We embrace diversity in our people and make hiring decisions based on your experiences and skills. We do not discriminate based on gender identity, religion, race, national origin, sexual orientation, age, marital status, or disability status. You'll find a collaborative, inclusive, and respectful workplace here at Luxury Escapes, and we are proud to celebrate who you are. Please let us know if you require any reasonable adjustments during the interview.

We are a 2025 Circle Back Initiative Employer, committing to responding to every applicant