Director, Loyalty Solutions

About the role

As Director, Loyalty Solutions at Bond, you’ll lead complex loyalty and customer engagement strategy engagements, serve as a senior advisor to clients, and act as a growth catalyst. This role is designed for a proven loyalty expert with deep strategy and financial expertise who can balance execution excellence across multiple clients and industries.

Responsibilities

• Strategic Delivery Leadership
  • Lead end-to-end delivery of complex loyalty and customer engagement strategy engagements across B2C contexts and multiple sectors.
  • Design and oversee loyalty program strategies, value propositions, mechanics, operational models, and CFO-ready financial models that balance customer impact with commercial viability.
  • Bring a strong point of view on evolving market dynamics and customer behavior into solution design, ensuring strategies remain relevant, differentiated, and future-ready.
  • Translate shifts in customer expectations, economic conditions, and competitive landscapes into creative loyalty solutions that balance innovation with feasibility.
  • Apply deep understanding of loyalty data analytics and customer intelligence to inform strategy that drives measurable change.
  • Act as a bridge between data, strategy, and technology, ensuring creative solutioning is matched with real-world deliverability.
• Growth Enablement & Opportunity Identification
  • Own intentional opportunity identification within delivery, identifying areas for expanded solutioning and follow-on work.
  • Partner with Business Development to lead proposal development, solution architecture, and pitch delivery on loyalty-led growth opportunities.
• Client Leadership & Advisory
  • Build and maintain trusted senior client relationships, acting as a strategic advisor on loyalty drivers, transformation, and customer growth.
  • Lead senior stakeholder and C-suite conversations, translating complex strategy, financial, and operational considerations into clear, actionable recommendations.
  • Guide clients through ambiguity, aligning loyalty strategy to broader business, brand, and customer objectives.
• Subject Matter Expertise & Thought Leadership
  • Represent as a recognized loyalty strategy SME across sectors, bringing informed perspectives on loyalty evolution, financial trade-offs, and emerging trends.
  • Stay ahead of market dynamics, customer behavior shifts, and loyalty innovation to continuously elevate client recommendations.
  • Contribute to POVs and market-facing content in partnership with Marketing and Practice Leadership.
• Team Development
  • Provide leadership, mentorship, and coaching to project teams, fostering strong delivery standards, a supportive environment, and professional growth.
  • Foster a collaborative, high-performing culture aligned to both delivery excellence and growth ambition.

Requirements

• Proven expertise in loyalty strategy, program design, program optimization, loyalty financial modeling, including P&L development and business casing.
• Deep experience leading complex, multi-workstream engagements with senior stakeholders.
• Demonstrated ability to identify, shape, and convert growth opportunities.
• High credibility with clients, with confidence leading C-suite discussions and influencing executive decision-making.
• Strong communicator with the ability to synthesize complexity into clear, compelling narratives.
• Bachelor’s degree required; Master’s degree preferred.
• 8+ years of loyalty program experience, with significant leadership responsibility in customer engagement, customer growth, or related strategy domains.
• Demonstrated success creating loyalty strategies and financial solutions across multiple industries.

Benefits

• Flexibility: Hybrid work model and flexible vacation to meet the needs of our global business and workforce.
• Moments that matter: Social events like Kick-Off gatherings and holiday parties to build relationships and have fun.
• Health & Wellness support: Competitive healthcare and wellness benefits, including Medical, Dental, Vision, and a 24/7 Employee Assistance Program for you and your family.
• Future-focused: Retirement planning assistance with company matching.
• Career development: Access to learning programs, mentorship, stretch projects, and internal mobility.
• Celebrating your impact: Recognition programs for individual and team achievements, peer-nominated awards, and service anniversaries.