Director of Loyalty Product

Há 2 dias

Lisboa, Lisboa, Portugal Alex Partners Tempo inteiro

Product Director - Loyalty

Founded in 2013,
Indie Campers
has revolutionized the road trip experience, offering flexible and customizable Recreational Vehicle ("RV") travel options through its easy-to-use platform and network of more than 80 locations across 23 countries worldwide. The Company envisions becoming the world's #1 road trip platform. Headquartered in Lisbon, Portugal, Indie Campers has more than 500 employees across the globe and intends to continue to invest significantly to strengthen and grow its team

Role Overview

As
Product Director – Loyalty
, you will own the
strategy, design, launch, and ongoing operation
of the company's loyalty ecosystem. You'll lead a cross-functional product team to build a
tiered, value-accretive program
that increases
frequency, retention, and CLV
, spanning benefits (points, credits, tier perks), partner earn/burn, lifecycle CRM, and omni-channel experiences (web, mobile, onsite). You combine product leadership with lifecycle economics, experimentation, and operational excellence.

Responsibilities;

  • Define the end-to-end
    Loyalty strategy
    (vision, tiers, earn/burn economics, elite benefits, partner models), tied to CLV and margin targets.
  • Lead a cross-functional team to deliver the
    Loyalty platform
    (ledger, rules engine, entitlements, identity), integrated with checkout, account, CRM, and support tooling.
  • Build
    pricing/economics models
    (breakage, liability, partner settlement) with Finance; set guardrails that protect contribution margins.
  • Design
    member journeys
    (acquisition, onboarding, tier progression, renewal, win-back) with CRM, content, and performance marketing.
  • Establish
    program governance
    (eligibility, fraud prevention, audits, dispute resolution) with Legal/Privacy and CISO.
  • Launch and manage
    partner networks
    (travel & lifestyle), including technical integrations and commercial structures.
  • Implement
    measurement & experimentation
    : CLV uplift, repeat rate, AOV, activation/retention by tier; robust A/B testing and causal inference with Data & AI.
  • Operate the program day-to-day: quarterly
    roadmap/OKRs
    , benefit catalogs, seasonal campaigns, and member communications.
  • Socialise results with Exec/Board; iterate quickly based on insight, not opinion.

Experience Required

  • End-to-end ownership of
    loyalty programs
    (design → launch → scale) for a consumer brand of equivalent complexity (travel, hospitality, retail, or marketplace).
  • Practical experience with
    loyalty ledgers/rules engines
    , CRM/CDP stacks, and partner integrations (earn/burn, settlement, fraud).
  • Strong
    economic modeling
    skills (breakage, accruals, liability management), working closely with Finance and Audit.
  • Data-driven product leadership: experimentation, incrementality, segmentation/personalisation, and insight storytelling.
  • Demonstrated ability to build and lead
    small, senior cross-functional teams
    ; high throughput with operational rigor.
  • Excellent communication and stakeholder management across Growth, Finance, Legal/Privacy, and Operations.

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