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.