Job Description

Loyalty & Payments Strategy LeadAbout the Role:We are seeking a highly experienced Loyalty & Payments Strategy Lead to support the design and delivery of a next-generation rewards and engagement platform for FTSE 100 client. This hybrid role spans strategic advisory, solution design, and delivery supportxe2x80x94requiring close collaboration with both client stakeholders and internal cross-functional teams (technical, design, data, and product).The successful candidate will bring deep expertise in loyalty ecosystems, customer rewards, incentive models, and payments infrastructurexe2x80x94paired with strong stakeholder engagement capabilities.RequirementsKey Responsibilities:Strategic Advisory & Program Design

• Lead the design of loyalty program structures (points, cashback, tiers, gamification, etc.) tailored to high-volume B2C customer bases.

• Define customer journeys and member lifecycle strategies, focusing on acquisition, engagement, retention, and advocacy.

• Evaluate and optimise hybrid models blending cashback, points-based rewards, and sustainability incentives.

• Develop strategic positioning frameworks to support program value propositions and brand alignment.

Payments & Rewards Integration

• Oversee integration of loyalty mechanics with billing systems, payment platforms, and digital wallets.

• Define mechanics for earning and redeeming rewards via bill credits, e-vouchers, and third-party incentives.

• Ensure PCI-DSS, GDPR, and security best practices are applied to loyalty payment flows.

• Provide guidance on transaction clearing, reconciliation, and reporting frameworks.

Partner Ecosystem Development

• Support onboarding of merchant and affiliate partners into the rewards ecosystem.

• Define operating models for incentives, redemption-only mechanics, and commercial margin management.

• Establish scalable frameworks for offer sourcing, validation, and attribution.

Solution & Delivery Enablement

• Translate loyalty business logic into technical specifications and user stories for product and dev teams.

• Collaborate with UX/UI and customer experience designers to shape front-end journeys across web, mobile, and email touchpoints.

• Work closely with technical architects, Salesforce teams, and DevOps to ensure delivery aligns with business strategy.

• Participate in sprint planning, UAT, and QA to validate delivery integrity.

Data & Analytics Support

• Advise on segmentation strategies (RFM, behavioural, lifecycle-based) to optimise personalisation and campaign effectiveness.

• Define loyalty KPIs, ROI measurement frameworks, and reporting dashboards.

• Collaborate with analytics teams on churn prediction models, campaign performance tracking, and customer LTV insights.

Essential Skills & Experience:CategoryRequirementsLoyalty Strategy8+ years in loyalty/rewards program design and optimisation within B2C industries (energy, utilities, retail, telecom, or travel).Payments ExpertiseStrong knowledge of bill crediting, card-linked offers, loyalty-linked payments, and integration with payment gateways.Partner RewardsExperience with sourcing and managing third-party merchant rewards and affiliate offers.Platform ExperienceHands-on experience with enterprise CRM/loyalty platforms such as Salesforce Loyalty Management or equivalent.Customer EngagementUnderstanding of omnichannel campaign orchestration across web, email, SMS, and mobile apps.Regulatory ComplianceFamiliarity with GDPR, PCI DSS, and security/privacy frameworks for customer data and reward payments.Stakeholder EngagementStrong client-facing presence, with proven ability to run workshops, present to senior stakeholders, and align technical and business teams.Technical FluencyAbility to collaborate with technical teams on APIs, SSO, integrations, and platform architecture (without being a developer).Analytical MindsetConfident working with data analysts to build KPIs, dashboards, and optimise program effectiveness through data insights.Nice to Have:

• Experience working with Salesforce Loyalty Cloud, Marketing Cloud, or similar martech platforms.

• Familiarity with sustainability-based rewards programs.

• Knowledge of gamification techniques and behavioural nudges in loyalty ecosystems.

• Experience with loyalty platforms, affiliate marketing, or e-commerce voucher systems.

BenefitsWhy Join Us?

• Work on a large-scale, industry-first loyalty transformation in the UK.

• Influence the design of a high-impact, data-driven rewards platform.

• Collaborate with a diverse, high-calibre team of strategists, designers, engineers, and product owners.

• Shape the future of how customers interact with sustainable ecosystem and rewards.

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