Director Delivery

The Director Delivery 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 and 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:-
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.

Manage Large Key Accounts:

• Lead relationships with large, long-term, and strategic clients.
• Set clear governance structures, reviews, SLAs, and escalation protocols.
• Balance client expectations with operational and financial realities.
• Drive renewals, upsells, and long-term retention.

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.

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.

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.

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:-

• 1218+ 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.