Head of Loyalty, TUI

TUI

Location:
United Kingdom, Luton

Category:
-

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The purpose of this job is to lead the development, implementation, and management of TUI's loyalty strategy and programme, driving increased customer engagement, retention, and lifetime value. Working within the CRM & Loyalty function, this role is responsible for designing the loyalty proposition, establishing the economic model, managing partnerships, and overseeing operational delivery. The Head of Loyalty will lead a team of specialists to create a compelling loyalty experience that enhances customer relationships, drives repeat purchase behavior, and delivers significant business value across TUI's markets and brands.

Job Responsibility:

Develop and execute TUI's loyalty strategy and roadmap, ensuring alignment with overall business objectives and customer needs
Lead the design and implementation of TUI's loyalty programme, including proposition development, economic modelling, and launch planning
Oversee the operational delivery of the loyalty programme, ensuring effective execution, member satisfaction, and business impact
Develop and manage strategic partnerships that enhance the loyalty proposition and create additional value for members and TUI
Lead the integration of loyalty with TUI's customer account, digital platforms, and customer touchpoints to create a seamless experience
Establish robust measurement frameworks and reporting processes to track loyalty programme performance, demonstrate ROI, and identify optimization opportunities
Build and lead a high-performing loyalty team, developing capabilities, fostering innovation, and ensuring effective execution of the loyalty strategy
Collaborate with key stakeholders across the organization, including regional marketing teams, analytics, product, and technology to ensure integrated and effective loyalty operations

Requirements:

Extensive background in loyalty, CRM, or customer experience management
Proven track record of developing, managing and implementing successful loyalty programmes
Experience with loyalty economic modelling and programme design
Strong understanding of customer behaviour, segmentation, and lifecycle management
Experience managing strategic partnerships and commercial relationships
Excellent analytical skills with ability to derive insights from complex data
Strong leadership skills with experience building and developing high-performing teams
Excellent stakeholder management and communication skills

Nice to have:

Experience with loyalty programme launches or transformations
An understanding of data science and AI applications in loyalty
Worked across different markets or international environments
An Understanding of customer experience design principles

What we offer:

Support for candidates with disabilities and impairments
Diversity, equity, and inclusion focus

Additional Information:

Job Posted:
August 06, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Head of Loyalty

TUI

Location:United Kingdom, Luton

Category:-

Contract Type:Not provided