About the Role
As Manager Loyalty Insights, you will lead the Loyalty Insights strategy and drive the development of member intelligence, analytics, reporting frameworks and data products that support the growth and performance of the company Privilege Club. You will translate complex data into clear, commercially focused recommendations that improve member engagement, satisfaction, retention, revenue, and customer lifetime value.
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Within the B2C organization, you will work closely with Loyalty, Digital products, Marketing, IT, Commercial, and other business stakeholders to define insight priorities, develop reporting and measurement frameworks, identify key member segments, and enable data-driven decisions across the programme. This role will also lead and develop the Loyalty Insights teams, ensuring the function delivers high-quality insight, governance, and performance reporting for both commercial and non-commercial departments.
Specific Responsibilities:
- Develop and deliver the Loyalty Insights strategy, including member segmentation, customer lifetime value analysis, behavioral insights, journey mapping, and interaction strategies.
- Lead the development of analytics, reporting, and data product roadmaps that support loyalty performance, engagement, and revenue growth.
- Partner with Loyalty and Commercial stakeholders to convert analytical findings into concrete business actions, ensuring insights drive measurable improvements in member engagement, retention, revenue, customer lifetime value, and programme performance.
- Establish KPI governance, performance measurement standards, dashboards, and self-service reporting capabilities for the loyalty programme.
- Collaborate with IT, Digital, data providers, and business teams to define data requirements, improve data architecture, and support scalable analytics solutions.
- Lead personalization analytics, experimentation frameworks, and campaign performance measurement to support targeted member engagement.
- Present complex analytical findings in a clear and compelling way to senior stakeholders and non-technical audiences.
- Lead, coach, and develop the Loyalty Insights and Analytics teams, setting clear priorities and building strong technical and commercial capability.
Be part of an extraordinary story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.
Together, everything is possible.
About You
The successful candidate will have the following qualifications, experience, and skills:
- Bachelor’s Degree or equivalent with a minimum of 8 years of job-related experience; or High School Qualification / Vocational Qualification / Diploma or equivalent with a minimum of 9 years of job-related experience.
- Experience in loyalty, customer insights, analytics, commercial performance, marketing, e-commerce, sales, or customer engagement within industries such as travel and hospitality, retail, banking, insurance, healthcare, or FMCG.
- Strong understanding of loyalty business processes, member engagement, customer lifecycle management, and performance measurement.
- Strong capability in customer insights, loyalty analytics, performance measurement, and translating data into commercially actionable recommendations. Experience applying statistical and analytical techniques to solve business problems and drive measurable outcomes.
- Experience working with analytics, reporting, and data science platforms such as SQL, Python, R, BI, and cloud-based analytics solutions. Ability to partner effectively with technical teams to deliver scalable insight and data products.
- Ability to analyze complex structured and unstructured data sets and convert insights into practical business recommendations.
- Experience developing dashboards, automated reporting, self-service BI capabilities, and data products.
- Excellent communication and stakeholder management skills, with the ability to explain complex technical concepts to non-technical and executive audiences.
- Strong commercial awareness, problem-solving capability, and ability to influence decisions through data-led insights.
- Proven leadership skills, including the ability to set direction, manage priorities, delegate effectively, coach team members, and build a high-performing team.
- Excellent command of the English language.
- Knowledge of airline economics, sales, and distribution systems would be an advantage.
