Head of Customer Bonus and Reward Strategy

About the role


As Head of Customer Rewards Strategy, your primary objective will be to develop and implement a strategy which rewards our customers across all segments, markets and brands and is able to withstand all future limitations on our regulated markets and reduce dependency on monetary rewards.


Key responsibilities: 


  • Lead, build, develop and motivate a newly created team within Kindred responsible for developing and executing Bonus and reward strategy that meet Groups financial targets and deliver best customer experience
  • Develop a long term, integrated customer bonus and reward strategy across all Kindred brands and markets in support of business priorities, which sets competitive advantage, drives revenue (upsell/cross-sell), attracts new and retains existing customers
  • Identify all pain points of the current systems and processes and work collaboratively with all stakeholders on driving constant developments and improvements within this area
  • Work as part of a project team to lead the development and implementation of a new bonus tool/reward platform and capabilities to ensure delivery against business case revenue benefits.
  • Own and manage the entire bonus budget. Accountability for the local bonus budget sits within the market.
  • Provide recommendations to the local teams on the bonus budget and control quarterly and annual bonus spend
  • Provide necessary information to relevant stakeholders about their bonus spend at any time and its split by various categories
  • Identify key opportunities to increase customer engagement with Kindred brands, and design reward programs and services that drive high value unit retention.
  • Conduct market research and work closely with all internal stakeholders (local teams, product marketing, customer and brand strategy) to identify new developments and trends within the loyalty area
  • Responsible for ensuring all offered rewards are compliant with all appropriate legislations
  • Work closely with marketing analysts, conduct ongoing reporting and analysis of Kindred bonuses and rewards to provide meaningful insights and develop cross-company best practices
  • Align commercial and financial reporting
  • Leading and developing a team across different geographical locations


How you will be measured:


  • Bonus cost (actual)
  • Bonus cost as a % of GW
  • Bonus ROI
  • Opt in rate
  • Bonus completion rate


Skills and experience required: 


  • Experience developing and executing online marketing strategies
  • Strategic and creative thinker that can turn meaningful insights into actionable plans
  • Strong leadership capabilities and experience managing teams
  • Able to work autonomously and to tight deadlines, effectively prioritise and deliver to a high standard whilst under pressure
  • A highly motivated and proactive individual putting customer in a heart of everything they do
  • Confident in their understanding of business practice/stakeholder management and will easily get people on board with your ideas through a persuasive yet collaborative approach.
  • Experience working with marketing analytics and performance optimization
  • Comfortable working in a fast-paced dynamic work environment with various teams
  • Strong communication skills required
  • Data focused, and ROI driven with strong analysis and reporting skills
  • Experience of leading and developing a team across different geographical locations


Application Process


To apply for this role click on the "Apply Now" button and complete the short web form, please add a covering letter explaining your motivations for applying and your CV.



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Kindred House, 17-25 Hartfield Road, Wimbledon, London, United Kingdom, SW19 3SE
  • Reference Number:
  • Office:
    Gibraltar, London, Malta, Stockholm
  • Type of Employment:
    Full time permanent
25 Days Holiday
Private Medical
Wellbeing Allowance
Maternity/Paternity leave
Eye test
3 days CSR leave
Anniversary awards
Travel loan
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