Head of Loyalty

Key Position Attributes and Responsibilities

• Lead the overall strategy, growth, and ongoing evolution and scaling of Insider.
• Identify and evaluate new opportunities for Insider, including strategic partnerships, collaborations, and cross-property initiatives.
• Own revenue, budget, and ROI targets for Insider, ensuring financial sustainability and growth.
• Deliver a seamless, differentiated, and delightful experience for members across digital and physical touchpoints.
• Define product requirements, customer segments, goals, benefits, and rewards.
• Make fast, data-driven decisions and foster a culture of experimentation, learning, and iteration to accelerate program performance.
• Foster a test-and-learn culture with a start-up mindset, ensuring marketing campaigns and program features are optimized for ROI.
• Execute the long-term business plan, balancing near-term wins with sustained growth.
• Collaborate with leasing, marketing, and property teams to position Insider as a key differentiator that creates significant value for tenants and drives customer loyalty.
• Partner with the Head of Digital Engagement and VP of Marketing on budget planning and KPIs, ensuring clear reporting to executive leadership.
• Analyze customer data and insights to refine the program, improve retention, and maximize lifetime value.

Requirements

• Entrepreneurial spirit with a passion for building, iterating, problem-solving, and scaling; thrives in ambiguity and fast-paced environments; a tenacious builder.
• Past experience will include developing and executing one or more comprehensive go-to-market (GTM) strategies, scaling digital products or platforms into standalone business offerings, including pricing, positioning, and partnership models.
• Demonstrated success in P&L ownership and ROI-driven decision-making.
• Proven ability to lead and inspire teams and influence senior stakeholders.
• Preferred familiarity with loyalty programs, ideally in retail, hospitality, e-commerce, CPG, travel, or subscription services.
• Proven ability to design, scale, and optimize customer programs that deliver measurable growth and loyalty.
• Proven ability to sell, including evangelizing and gaining buy-in from partners, executives, investors, etc.
• Strong analytical ability, translating insights into action across platforms (Google Analytics, marketing automation tools, etc.).
• Experience with mobile app development and product management.

About WS Development

Massachusetts-based WS Development is a mixed-use developer with a singular mission: creating places people want to be. With an approach that values art, science, innovation and, above all else, people, WS strives to engage each community it serves with best-in-class experiences, designed with our customers, tenants and partners in mind. Established in 1990, WS is one of few vertically-integrated real estate companies that conceptualizes, owns, operates and leases more than 100 properties that range from cutting-edge urban spaces to lifestyle and community centers. With over 22 million square feet of existing space and an additional nine million square feet under development, it is one of the largest privately-owned development firms in the country.