Head – Client Servicing (Loyalty Program)

Role Overview
The Business Head / COO – Loyalty Division is a post-sales leadership role with full accountability for delivery, profitability, and operational excellence of the loyalty business.
Once a client is closed, this role ensures that everything works—programs are executed
correctly, clients are retained, costs are controlled, teams perform, and margins are protected.
This is a serious operating role, not an advisory or coordination function.
What You Will Actually Do:
1. Own Delivery & Execution
Take ownership of all active loyalty and trade programs post-sale.
Ensure programs are executed as sold—on time, on budget, and as promised.
Act as the final escalation point for delivery or execution challenges.
Ensure consistency across multiple concurrent programs.
2. Manage Large Key Accounts
Lead relationships with large, long-term, and strategic clients.
Set clear governance structures—reviews, SLAs, escalation protocols.
Balance client expectations with operational and financial realities.
Drive renewals, upsells, and long-term retention.
3. Build Processes & Operating Discipline
Design and enforce standard operating processes across delivery, fulfilment, and support.
Bring structure to program tracking, issue management, and reporting.
Reduce dependency on individuals by building repeatable systems and playbooks.
4. People & Team Leadership
Lead teams across client servicing, operations, fulfilment, and customer support.
Build a strong second line of managers and accountable leads.
Set clear KPIs, performance expectations, and review mechanisms.
Address performance issues decisively while building long-term capability.
5. Cost, P&L & Profitability
Own the operational P&L for the loyalty business.
Track program-level profitability, cost overruns, and fulfilment risks.
Work with Finance on billing, collections, vendor payments, and reconciliations.
Drive margin improvement through process, pricing discipline, and vendor optimisation.
6. Client Confidence & Business Stability
Ensure clients experience predictable, professional delivery at scale.
Prepare the business for audits, diligence, and enterprise scrutiny.
Build confidence internally and externally that the business is under control.
Who This Role Is For
A strong operator who enjoys running complex businesses, not selling them.
Someone who takes ownership when things go wrong—and fixes them.
Comfortable with scale, pressure, and accountability.
Experience & Profile
12–18+ years in operations, delivery, or business leadership roles.
Experience running large teams and multi-client operations.
Strong exposure to P&L management, cost control, and service delivery.
Background in loyalty, fintech ops, B2B services, or platform-led businesses preferred.

Work arrangement
No