Location: London, England, United Kingdom. Click inside to apply
GLOCome and join one of the world’s leading luxury travel brands.
60 years after Geoffrey Kent founded A&K, we’re still setting the standard for adventurous, luxury holidays. Whichever role you join us in, whether customer facing or behind the scenes, everyone has their part to play in creating one-of-a-kind journeys that go beyond our clients’ high expectations.
With 55 offices worldwide and an unmatched network of connections across the globe, we offer adventures that can’t be experienced with any other tour provider. Working with a team of passionate and knowledgeable people, you’ll be able to open doors to private palaces, book Michelin-starred meals in the most remote locations and arrange out-of-hours museum tours. There’s always a buzz in the office about the latest ways we’ve gone the extra mile.
PURPOSE:
As the Global Head of Membership & Loyalty, your primary responsibility is to spearhead the development, implementation, and management of a comprehensive loyalty scheme that strategically aligns with the company’s objectives. The success of this role is pivotal to the organization’s ability to retain customers and unlock revenue opportunities. Here are key reasons why a loyalty scheme is crucial for achieving these goals:
RESPONSIBILITIES:
- Develop and execute a global loyalty program strategy aligned with the company’s overall business objectives.
- Provide strategic direction for the loyalty program, identifying growth opportunities and ensuring its alignment with market trends.
- Oversee the end-to-end development and management of the loyalty program, including de-fining features, benefits, and customer segmentation.
- Collaborate with cross-functional teams to ensure seamless integration of the loyalty program with other business operations.
- Implement initiatives to enhance customer engagement and retention through the loyalty program.
- Utilize data-driven insights to identify customer needs and preferences, tailoring loyalty pro-gram offerings accordingly.
- Establish key performance indicators (KPIs) and metrics to measure the success of the loyalty program.
- Regularly analyse program performance, generate reports, and provide actionable insights to optimize program effectiveness.
- Work closely with marketing, sales, and customer service teams to ensure cohesive communication and implementation of loyalty program initiatives.
- Collaborate with IT and data teams to leverage technology for program enhancements and personalization.
- Develop a standardized framework for global implementation of the loyalty program, adapting it to regional nuances and cultural differences.
- Coordinate with regional teams to ensure successful adoption and execution of the loyalty program globally.
- Develop and manage the budget for the loyalty program, ensuring efficient allocation of re-sources to maximize ROI.
- Monitor and report on budget performance, making adjustments as needed
- Ensure that the loyalty program complies with relevant regulations and data protection standards.
- Implement and oversee robust security measures to protect customer data.
- Bachelor’s degree in business, marketing, or a related field; master’s degree preferred.
- 3-5 years of experience in loyalty program management or a related field,
- Proven track record of successfully developing and implementing global loyalty programs.
- Strong analytical and strategic thinking skills.
- Excellent communication and interpersonal skills.
- Ability to collaborate effectively with cross-functional teams.
- Knowledge of industry trends and emerging technologies in loyalty programs
- Established contacts and network within the luxury sector, cultural institutions, hospitality, or related industries.
- Demonstrated experience in collaborating with high-profile clients and partners.
- Understanding of the unique requirements and expectations of customers in the luxury and cultural sectors.
- Previous success in developing and managing loyalty programs tailored to high-end markets.
- Working knowledge of High Net Worth Individual (HNWI) customers, with the ability to demonstrate an understanding of their preferences and expectations.
What we offer:
- Competitive salary
- Discounted travel
- Pension
- 25 days’ annual leave – In addition to bank holidays
- Cycle to work scheme.
- Employee Assistance Program
- Travel Loans
- Display Screen Equipment Eye tests
- Recruitment Bonus
- Discounted Gym Membership
- Social Events
Why work for A&K
What makes A&K a great place to work is the people. It’s our people who foster the supportive environment that will make you proud to work for A&K. There will also be ongoing training and the opportunity to progress your career – not just in the UK, but as part of our global business.
We’re also a company that makes a difference. Abercrombie & Kent Philanthropy (AKP) has supported local communities around the world for the past 40 years, and we were recognised by Which? for looking after our clients during the pandemic.
Source: Abercrombie & Kent
