Head of Customer Loyalty & Partnerships

Domes Resorts Group.; City of London; On-site; GBP 125,000 - 150,000; Full time

Job summary

A leading luxury hospitality group is seeking an experienced Head of Customer Loyalty & Partnerships in London. The role involves designing and managing a loyalty program spanning multiple markets, focusing on partnership development and member engagement. The ideal candidate will have experience in commercial negotiation and loyalty program design, with a solid understanding of customer behavior and GDPR requirements. Competitive compensation and travel benefits included.

Benefits

Competitive compensation package

Performance-based bonus program

Attractive travel benefits

High levels of autonomy

Various opportunities within the Group

Qualifications

• 5–7 years of experience in loyalty, partnerships, or CRM roles.
• Excellent communication skills in English; additional languages are a plus.
• Solid understanding of GDPR and regulatory considerations.

Responsibilities

• Architect and launch the new loyalty ecosystem.
• Design program structure including tiers and rewards.
• Drive member acquisition, engagement, and retention strategies.

Skills

Partnership development

Commercial negotiation

Customer insights analysis

Loyalty program design

Education

Bachelor's degree in Business or related field

Job description

Domes Resorts is a leading luxury hospitality group based in Greece with a strong and expanding presence across Europe and strong partnerships with the international brands of Marriott International and Hilton Worldwide. We are seeking an experienced and driven Head of Customer Loyalty & Partnerships to join our team.

In this role, you will design and lead Domes' loyalty ecosystem, a hybrid subscription and points‑based program spanning hotels, restaurants, beach clubs, retail, and international partners, with a target of reaching more than 50,000 members.

At the core of this position is the ability to build strong partnerships and drive commercial negotiations, supported by international exposure with a focus on the UK and Germany.

The role demands expertise in designing tier structures and rewards economics, along with the confidence to develop a loyalty ecosystem from the ground up. A builder's mindset, comfort with ambiguity, and the capability to translate business needs into scalable loyalty solutions are essential.

Scope of the Role

• Architect and launch Domes' new loyalty ecosystem, combining subscription and points‑based mechanics across hospitality, F&B, retail, and external partners
• Design the full program structure, including tiers, benefits, earning/redemption rules, and overall rewards economics
• Build and manage a multi‑market partner network across Greece, the UK, Germany, Spain, and Portugal, spanning travel, lifestyle, retail, and financial services
• Lead the development of a co‑branded bank/card partnership, from negotiation through launch and ongoing performance management
• Oversee the loyalty app roadmap with the Product Lead, ensuring a seamless digital experience and continuous feature advancement
• Drive member acquisition, engagement, and retention strategies to reach a target of 50,000 members
• Leverage data and customer insights to optimize program performance, measure ROI, and guide strategic decisions
• Ensure GDPR and regulatory compliance across financial, data, and regional requirements
• Manage and grow a cross‑functional loyalty and partnerships team, fostering collaboration and execution excellence
• Act as the internal champion of loyalty and customer value, shaping Domes' global customer engagement strategy

Requirements

• 5–7 years of progressive experience in loyalty, partnerships, CRM, or comparable commercial roles, with a proven track record of delivering growth, engagement, and customer value
• Bachelor's degree in Business, Marketing, Economics, or a related field; postgraduate studies are a plus but not required
• Excellent communication and presentation skills in English; additional European languages are a plus
• Solid understanding of GDPR and regulatory considerations around customer data and financial/loyalty products, or the ability to quickly get up to speed
• Background in industries such as airlines, hospitality, telecom, retail, fintech, or lifestyle brands, bringing a deep understanding of customer behavior, program economics, and partner ecosystems

Key Competencies

• Partnership‑first mindset – exceptional at building and nurturing external relationships; technical loyalty knowledge is a plus but not a must
• Proven track record in strong commercial negotiation and closing win‑win deals
• International experience, ideally with exposure to the UK and/or German markets
• Ability to design effective tier structures and rewards economics that drive customer value and ROI
• Entrepreneurial, hands‑on attitude – comfortable building programmes and processes from the ground up

What you will bring

• Demonstrated strength in partnership negotiation, including the ability to structure, pitch, and secure impactful collaborations that drive both commercial outcomes and member value
• Entrepreneurial, global mindset, comfortable working across markets, navigating cultural nuances, and building new initiatives in fast‑moving, international environments

Benefits

• Competitive compensation package paired with a performance‑based bonus program
• Attractive travel benefits, offering access to unique destinations and experiences
• High levels of autonomy and full ownership of a global, multi‑market loyalty program
• Various and diverse opportunities within the Group
• Feeling safe and secure within a fast‑paced organization
• Opportunity to become a member of an organization that prioritises its people, caring about their well‑being, and providing room to grow and develop skills

Domes Resorts is an equal opportunity Employer. All applications will be treated in strict confidentiality. Only short‑listed candidates will be contacted.