Senior Manager - Strategic Initiatives, Customer Loyalty and Partnership

Job description

**Job Summary:** We are seeking a driven and strategic leader to drive key initiatives within the Loyalty & Partnerships function, overseeing loyalty programs, partner relationships, and cross-functional projects that enhance customer engagement and commercial performance. This high-impact role requires strong business acumen, stakeholder management, and execution capabilities to deliver scalable customer and business outcomes across product innovation, technology, and partnership growth. **Key Responsibilities:** - **Strategic Initiatives & Business Delivery:** Lead and drive high-priority loyalty and partnership initiatives from concept through execution, ensuring alignment with business objectives and successful realization of targeted outcomes. - **Cross-Functional Leadership:** Serve as the central point of coordination across key functions including CRM, Product, Technology, Commercial, Finance, Customer Experience, and Operations. Drive alignment, manage dependencies, facilitate decision-making, and ensure strong execution governance. - **Product & Capability Development:** Collaborate with Product and Technology teams to shape and deliver loyalty and partnership capabilities, including customer journeys, digital experiences, engagement features, and partner integrations. - **Commercial & Program Economics Ownership:** Own the commercial performance of loyalty initiatives, ensuring sustainable economics and value creation through active management of program P&L, points liability, and rewards cost optimization. - **Partnerships Growth & Activation:** Work with external partners to identify, onboard, and operationalize campaigns. Ensure seamless integration, effective go-to-market execution, and consistent delivery of customer and business value. - **Performance & Impact Management:** Define and track business and customer success metrics. Identify risks, unlock growth opportunities, and drive continuous improvement to enhance program performance, customer engagement, and operational effectiveness. - **Launch & Operational Excellence:** Ensure all initiatives are fully ready for market launch across systems, processes, governance, and customer-facing teams. Establish clear contingency plans and escalation mechanisms to support seamless execution. **Desired Qualification:** Bachelor’s or Master’s degree in Business, or a related field. **Preferred work experience:** - 4-6 years of experience in strategy, consulting, business transformation, partnerships, or cross-functional program delivery. - Proven track record of leading complex, multi-stakeholder initiatives from strategy through execution. - Experience collaborating with Product and Technology teams; exposure to loyalty, payments, fintech, travel, retail, or digital ecosystems is a plus. **Skills and Knowledge:** - Strong strategic and commercial mindset with a proven focus on execution and results. - Ability to influence senior stakeholders and build effective partnerships across functions and external organizations. - Strong problem-solving, analytical, and communication skills, with the ability to drive initiatives in fast-paced, ambiguous environments.