All you need to know this week about loyalty & CX: GLO launches Member-Only access • GLO launches Loyalty & Sustainability Vertical • Emirates • Air France • Qantas • BA • Cathay Pacific • Alaska Airlines • Fiji Airways • Virgin • Etihad • Southwest • AirAsia • Hawaiian Airlines • Wyndham • IHG • Hilton • Hyatt • Accor • Marriott • 7-Eleven • Walmart • Pizza Hut • Uber • Mastercard • Visa • Loyalty Juggernaut • Sabre • Merkle • Loyalty reports • Jobs & careers.
GLOGLO Featured:
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Global Loyalty Organisation Launches Loyalty & Sustainability Vertical This strategic initiative aims to bridge the gap between loyalty programs and sustainable practices, fostering a new era of environmentally conscious consumer engagement.
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Global Loyalty Organisation Launches Loyalty & Sustainability Vertical This strategic initiative aims to bridge the gap between loyalty programs and sustainable practices, fostering a new era of environmentally conscious consumer engagement.
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GLO launches Member-only access. If you are a GLO member please check your inbox for login details to get exclusive access to GLO news, interviews, loyalty community and global loyalty database.
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Airlines, Alliances & Airports:
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QANTAS REACHES AGREEMENT WITH ACCC AND COMMENCES CUSTOMER REMEDIATION PROGRAM The Qantas Group has today announced an agreement with the Australian Competition and Consumer Commission (ACCC) to resolve court proceedings in relation to flight cancellation processes. Under the settlement agreed with the ACCC, Qantas will commence a projected $20 million remediation program for impacted passengers, with payments to customers ranging from $225 to $450, and subject to the approval of the Federal Court of Australia, will pay a $100 million civil penalty.
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For the entire duration of the festival, the airline is for the first time opening a beach for everyone, the new place to be on the Croisette in Cannes. Next to the Hôtel Martinez beach, the Air France beach features a bar and a restaurant with a menu created by Michelin-starred chef Jean Imbert, showcasing the fine French dining experience that the airline promotes with the Air France travel experience.
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The company is running a promotional campaign featuring a young woman wearing make-up in the colours of the French flag, accompanied by a welcome message from the 39,000 Air France staff – “proud to welcome the world to France”.
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Air France announces Xavier Thuizat as a new Head Sommelier Air France has chosen Xavier Thuizat, Head Sommelier at Hôtel de Crillon, A Rosewood Hotel, to sign its future wine, champagne and spirits list in all its travel cabins and lounges at its Paris airports. The Burgundy-born sommelier will also be putting together a new range of French beers.
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QANTAS ASIA NETWORK UPDATE: Qantas increases number of Asian flights from October 2024 New route from Brisbane to Manila to take off from 28 October 2024. Additional flights to Singapore and India. Suspension of Sydney-Shanghai service from 28 July 2024.
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Amex GBT customers retain access to surcharge free BA air fares Private channel agreement extended. Egencia and Neo customers also reap benefit of multi-million dollar NDC investment.
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At the Advantage Travel Partnership Conference in Costa Mujeres on May 16, Hickory Global Partners and The Advantage Travel Partnership announced their new joint venture accommodation program, ‘Global Stays—The Accommodation Network,’ set to launch next year.
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Emirates begins operating with SAF at London Heathrow Airport First SAF uplift for Emirates in the UK under London Heathrow SAF Incentive Scheme. Purchase agreement with Shell Aviation largest ever for airline
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Elevate your dining experience with tea pairing by Dilmah Tea & Emirates Celebrating International Tea Day on 21 May, Emirates and their esteemed tea partner of three decades- Dilmah, share expert insights into the art of food and tea pairing onboard, in Emirates Lounges across the world, and at home.
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Cathay Pacific releases traffic figures for April 2024 Cathay Pacific today released its traffic figures for April 2024, which showed continued strong travel demand with both leisure and business travel stimulated by the various holiday periods and large-scale events that took place throughout the month around the region.
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Alaska Airlines gives Anchorage Lounge a makeover “This is just one of the many significant investments we have planned for our Lounge program across our network. When construction is wrapped up this summer, our members and guests will notice the benefits of additional space and seating right away, along with thoughtful touches and great service that Alaska is known for,” said Todd Traynor-Corey, managing director of guest products at Alaska Airlines.
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Fiji Airways invests in new AI powered State-of-the-art technology to enhance Operational Efficiency Fiji Airways, Fiji’s National Airline is taking notable steps to further optimize its operational performance and enhance a seamless travel experience for passengers.
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Fly Emirates to Dubai this Summer and Unlock Exclusive Offers Visitors to Dubai can gain free access to key attractions with a return Emirates ticket this summer. Customers with a boarding pass can access discounts and rewards via My Emirates Pass.
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Emirates and Avianca launch reciprocal codeshare partnership via European gateways Emirates customers to access Medellin and Cali in Colombia via European gateways, in addition to capital city of Bogotá ● Avianca customers flying through select European points to access Dubai utilising Emirates services
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First-ever Virgin Red Rewards credit card will offer consumers the opportunity to boost their Virgin Points balance with Virgin companies, among other perks and rewards from across the Virgin Group.
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Alaska Airlines elevates its premium inflight retail menu with the return of Main Cabin hot meals Alaska Airlines elevates its premium inflight retail menu with the return of Main Cabin hot meals
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Etihad reports strong April performance Etihad Airways carried more than 1.4 million passengers in April, with the average load factor reaching 84% across the month, according to the airline’s preliminary traffic statistics for April 2024.
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Southwest Airlines launches promotion for Rapid Rewards members With a limited-time offer, Rapid Rewards Members get in on the HI 5 celebration commemorating five years of Southwest service in Hawaii.
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AirAsia names MOVE as official OTA to offer lowest fares for members Key features of the platform include more ancillary options such as additional luggage, inflight meals, travel protection, and more, which can be booked directly on the app with up to 30% savings. and the ability to earn AirAsia points to travel and redeem flights and hotels.
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The award marks a key milestone for the British airline as it now embarks on a new phase of its Voice of the Customer (VOC) program – connecting its Customer Experience (CX) and brand data. This will provide Virgin Atlantic with a comprehensive view of its customers’ experiences to inform meaningful change and strengthen the company’s brand.
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Qantas launches new frequent flyer bag tags Discontinued Q Bag Tags are being replaced new luggage tags for frequent flyers.
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Emirates unveils the exclusive and rare ‘Icons of Fine Wine’ now onboard Heralding the arrival of International Wine Day on 25 May, Emirates is offering an unparalleled fly better experience to wine enthusiasts and connoisseurs, launching even more rare vintages in the sky this summer – a remarkable collection of the most acclaimed wines of their respective regions, all onboard at the same time.
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Plaza Premium closes its Brisbane lounge from May 31 Swissport, the operator of Brisbane’s Aspire Lounge as well as The House lounges in Sydney and Melbourne and the Aspire Lounge in Perth, confirmed the closure, stating, “on the 31st May 2024, our Aspire Lounge in Brisbane Airport will permanently close.”
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Take advantage of the premium internet technology brought to you by Starlink to stream content, play games live with friends on the ground, catch up on emails, book your last-minute trip activities or share your special island moments on social media.
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Fiji Airways introduces fine dining to the airport lounge Accessible to travelers regardless of the airline they’re flying, the Chef’s Table experience offers a four-course gastronomic adventure
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Emirates and Viva Aerobus establish interline partnership offering more travel options within Mexico Emirates customers can travel onwards from Mexico City to 21 new domestic points and a further 7 routes between Mexico and US cities operated by Viva Aerobus. Interline flights unlock single itinerary, baggage policy and seamless connectivity.
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Hotels & Hospitality:
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Wyndham Hotels & Resorts Appoints Amit Sripathi Chief Development Officer Real estate and hospitality veteran to lead Wyndham’s accelerating growth strategy
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IHG Hotels & Resorts adds more than 380 rooms to its Staybridge Suites brand across Europe Latest announcements build on IHG’s expansion into the upscale extended stay segment in Europe.
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Spark by Hilton Set to Make European Debut in the UK Alissa Klees, brand leader, Spark by Hilton, said, “After an incredibly successful launch across the US last year, we’re delighted to bring our breakthrough premium economy brand to Europe, providing a consistently reliable experience for this underserved group of travellers. Spark by Hilton delivers all the essentials done exceptionally well, alongside reliable and friendly service to ensure every traveller can enjoy a great hotel experience.”›
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IHG Hotels & Resorts marks debut in Turks & Caicos Developed in partnership with owner Molo Hotel Group and UK-based management group Lighthouse Hotel Management, both Slominski family owned companies, the resorts will mark IHG’s debut on the celebrated Caribbean island and are all poised to open by 2027.
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Summer programming will come to life through seasonal menus, music, decor and bespoke guest experiences across IHG properties in the Americas
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Hyatt Centric to debut in Puerto Rico The former Verdanza Hotel to join the Hyatt portfolio in 2025, marking the introduction of the Hyatt Centric brand in Puerto Rico.
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Anantara Hotels & Resorts celebrates 50 property milestone with brand refresh The new-look branding builds upon Anantara’s 23-year legacy, and has been designed to capture the imagination of today’s travellers while honouring the brand’s roots in experiential luxury.
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Travel with Purpose outlines Hilton’s 2030 energy, water and waste reduction targets as well as community engagement and governance goals.
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Accor & Everyday Rewards announce points partnership The new partnership will enable members of Accor’s lifestyle loyalty programme, ALL – Accor Live Limitless, to transfer their points to the Everyday Rewards program.
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Red Roof® Kicks Off Summer Rest + Repeat and Rewards Summer Travelers with Free Nights Red Roof® Kicks Off Summer Rest + Repeat and Rewards Summer Travelers with Free Nights
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Marriott International and Delonix Group announce agreements China expansion As part of the strategic cooperation agreement, the first three deals expected to mark the Tribute Portfolio’s brand debut in Hangzhou and Chongqing.
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Retail, E-commerce, F&B, Healthcare:
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7-Eleven, Inc. Continues Commitment to Fostering Stronger, Safer Communities 7-Eleven’s Signature Operation Chill® Program Returns for 29th Consecutive Year
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Pizza Hut Announces Kalen Thornton as Global Chief Brand Officer Melissa Friebe To Become Chief Marketing Officer, Pizza Hut U.S., from Taco Bell
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Mytheresa 3Q 2024 results indicate a noticeable increase in the affluent aspirational shopping activity in recent months.
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Walmart Adds Pawp’s Telehealth Service for Pets to Membership Program Walmart+ initially piloted Pawp as a limited-time offer last year, knowing that over 75% of its members are pet owners*. The pet telehealth service quickly gained popularity amongst members, boasting a high redemption rate and becoming Walmart+’s most successful limited-time offer of 2023.
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Red Robin Helps Burger Lovers Earn Free Food Faster with Revamped Loyalty Program Red Robin Royalty members will earn one point for every dollar spent on qualifying purchases, not just entrees. For every 100 points earned, members will receive a $10 reward to use on their Red Robin favorites.
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Tastry and RNDC Launch Program to Engage Next Generation of Wine Consumption Using AI The collaboration between RNDC and Tastry is centered on integrating the power of artificial intelligence into the wine industry. The multi-faceted program is designed to increase awareness and sales for wine producers and retailers while transforming the consumer shopping experience.
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Optimove: The Power of Post Purchase Journeys: How Jabra Unleashed LTV and Customer Engagement Jabra, an audio equipment manufacturer, uses an innovative approach to post-purchase journeys that demonstrates the bridge to close this manufacturer-to-end-user data gap. In doing so, they have unlocked insights and driven incremental revenue growth through marketing automation powered by Optimove. This case study unveils how brands can turn direct end-user connections into opportunities for engagement and growth.
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OVO Energy launches new OVO Beyond program OVO Beyond introduces the concept of an ‘Energy Savings Account,’ enabling users to accumulate bankable credits. Additionally, the program offers 100 free electric vehicle (EV) miles each month for the next two years, totaling an impressive 2,400 miles.
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HUGO BOSS Unveils HUGO BOSS XP: A Cutting-Edge Customer Loyalty Program Leveraging innovative technologies, including blockchain-supported elements, the program seamlessly integrates traditional loyalty features with Web3 functionalities like NFTs. With a focus on enhancing customer experience and lifetime value, HUGO BOSS XP offers exclusive benefits, unique brand experiences, and personalised services across channels and brands.
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Transport, Fuel Retail & Mobility:
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Uber to Launch Airport Shuttle Service in U.S. this summer Uber announced that it will launch its Uber Shuttle service in the United States this summer, providing transportation to events and airports. This service, already available in Egypt and India, was announced in New York City.
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Uber Eats to Acquire Delivery Hero’s foodpanda Delivery Business in Taiwan Acquisition brings together the companies’ complementary merchant, delivery partner, and consumer bases into a single app, creating significant value. Deal is one of the largest-ever international acquisitions in Taiwan, highlighting its attractiveness for companies and investors
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Eden Motor Group awards loyal customer £10,000 in prize money The VIP Event is Eden Motor Group’s way of showing appreciation to loyal customers with significant rewards.
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Payments, Finance, Property & Insurance:
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Joltz Launches Wallet and SDK, Making Taproot Assets Accessible to All Joltz Unlocks New Possibilities with their Wallet and SDK, bringing a new era of builders to the Bitcoin ecosystem.
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stc pay and Mastercard launch Bahrain’s first World Prepaid Card with premium benefits The stc pay Mastercard Elite Card comes with a range of exclusive benefits, including unlimited cashback up to 6%, family cards for convenient family payments, complimentary access to over 1,400 airport lounges worldwide, discounts on hotel bookings of up to 30%, comprehensive travel insurance (including medical coverage up to USD 500,000), and purchase protection with 180 days of complimentary insurance against theft or accident.
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Experian acquires strategic stake in Reward Founded on a synergy of values, a commitment to innovation, and with consumers at the forefront, the partnership focuses on pioneering new ways to enhance Reward’s customer engagement programmes.
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Visa signs partnership with SKUx to promote digital consumer payments The agreement will accelerate digital transformation for select merchants and consumer packaged goods companies that leverage SKUx’s payment-based offer solutions – supporting a variety of client use cases; from customer acquisition, to loyalty, to consumer care and recovery, while ensuring a seamless, end-to-end consumer experience.
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Nationwide to pay £100 bonus to loyal customers The British building society has announced it will be issuing another “Fairer Share” loyalty payment to its members. Additionally, it is introducing an exclusive 5.5% savings bond.
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Loyalty Technology, Solutions & Consulting:
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As reported by The Beat, Simard, a travel technology provider designed to offer corporate travel solutions through the Winding Tree blockchain travel marketplace, is being “wound down” and “withdrawn,” according to CEO Don Birch.
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Glia Launches First Responsible AI Platform Purpose Built for Financial Institutions Glia Cortex delivers personalized self-service experiences at scale, improves agent productivity and provides new insights for managers
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“This transformative feature allows a single loyalty campaign to be personalized and tailored across an entire member base, effortlessly achieving what we call ‘mass individualization,’ which is the stated mission and #1 priority of loyalty programs globally,” said Shyam Shah, CEO and Co-Founder of Loyalty Juggernaut.
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IntouchCX’s targeted and effective innovation-led solutions suite helps clients improve productivity, customer satisfaction, loyalty, and retention.
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Sabre Hospitality and Uplift announce partnership Under this agreement, Sabre Hospitality will integrate the Uplift dynamic pay monthly option into the Sabre SynXis platform, enabling properties across all market tiers to seamlessly adopt a versatile payment model that resonates with guests at every price point. This collaboration underscores Sabre’s commitment to revolutionizing the guest experience by harnessing innovative solutions that enhance payment options and drive customer satisfaction.
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SITA acquires top self-drop bag provider SITA’s latest acquisition will allow the industry to transform airports from transit hubs to digital, personalised experiences for travellers worldwide.
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Merkle Celebrates 20 Years of Innovation with Salesforce “We continue to leverage a unique talent pool to create new solutions that elevate the customer experience and propel brand success in a competitive landscape,” said Michel Mayor, SVP, global Salesforce practice leader at Merkle.
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Reltime enables Merchants to accept Payments in Digital Currencies and CBDCs Globally The solution will also enable merchants to issue their own branded digital tokens.
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InnSpire and Optii announce strategic partnership Combined with InnSpire’s comprehensive guest journey platform, hotels can boost staff productivity and minimize costs, while elevating the overall guest experience.
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Emarsys Blog on Pillars of Personalization: 5 Ways to Drive Personalization at Scale with AI Covering examples on using AI for improving customer journey, recommendations, preventing churn, in-store AI recommendations and email personalisation
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Reports, Research, Insights & Opinions:
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Barclays Releases 2024 Travel Rewards and Loyalty Report Report reveals 76% of American travelers can’t imagine taking the trips they do without rewards points or loyalty programs.
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Marigold report: 2024 State of Loyalty Report – European market trends This report provides valuable insights for companies into what the European market expects from loyalty programs, the factors that influence their decision to join new programs, and what keeps them engaged with their favorite brands.
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Jobs & Careers:
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Collinson is hiring: Loyalty Partnerships Coordinator (Points) Location: London, United Kingdom. Click inside to apply.
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L’Oreal is hiring: Sr. Manager, Loyalty Program Acceleration & Development
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Skims is hiring: Loyalty Program Director Location: Los Angeles, California, USA. Click inside to apply.
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ExxonMobil is hiring: Cards and Loyalty Program Advisor Location: Wan Chai District, Hong Kong SAR. Click inside to apply.
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bp is hiring: Loyalty Proposition Manager UK Location: Sunbury-On-Thames, England, United Kingdom. Click inside to apply.
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Merkle is hiring: Customer Loyalty Strategy Lead Location: London, England, United Kingdom. Click inside to apply
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AWS is hiring: Strategic Customer Engagements Location: London. Click inside to apply.
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Lloyd’s is hiring: Customer Journey Manager – Strategic Ledger Lab Finance Location: Bristol, England, United Kingdom. Click inside to apply
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Lloyd’s in hiring: Customer Connections Senior Manager Location: London, England, United Kingdom. Click inside to apply.
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dentsu is hiring: Customer Loyalty Strategy Lead Location: London, England, United Kingdom. Click inside to apply.
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Comarch is hiring: Loyalty Strategy Consultant Location: Phoenix (Mesa). Click inside to apply.
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Comarch is hiring: Business Development Manager – Digital Loyalty Location: Brussels. Click inside to apply.
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