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- Tasks: Lead loyalty operations and enhance travel experiences for our global community.
- Company: Join Expedia Group, a leader in global travel innovation.
- Benefits: Enjoy travel perks, flexible work, generous time-off, and career development.
- Other info: Be part of an award-winning culture that values diversity and inclusion.
- Why this job: Shape unforgettable travel journeys and connect with diverse travellers.
- Qualifications: 7+ years in loyalty or marketing; strong analytical and communication skills.
The predicted salary is between 60000 - 80000 £ per year.
Expedia Group brands power global travel for everyone, everywhere. We design cutting‑edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.
Why Join Us? To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win. We provide a full benefits package, including exciting travel perks, generous time‑off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.
We create and deliver tailored marketing strategies for Expedia Group’s brands, focusing on establishing strong connections and cohesive experiences for travelers and partners. We leverage our functional expertise and creative excellence to build trust and loyalty for our brands through innovative marketing approaches and technology.
Are you excited by the opportunity to take our business to the next level delivering value, unforgettable travel experiences and unlocking new business opportunities? Do you have a passion for the traveler and our partners, and a curiosity for what makes them tick? At Expedia Group, we aim to be the most rewarding place to book travel. Our loyalty members are the center of our business, driving revenue and satisfaction and making up the majority of our overall traveler revenue to EG.
The Loyalty Operations & Experience team keeps our loyalty programs running smoothly and improving over time. We champion members by ensuring every touchpoint is consistent, intuitive, and rewarding, and we support internal teams with clear documentation so there is a single, consistent understanding of how our programs work.
Role summary
The Loyalty Operations and Experience Manager serves as a subject matter expert for a defined set of loyalty experiences, and owner of key operational processes. This role ensures the assigned loyalty experience area is intuitive, rewarding, and operationally robust across all touchpoints and channels, while staying aligned to our overall program and brand strategies. You will translate program vision and rules into clear, scalable operational processes, documentation, and experiences, partnering closely with TEaL, Loyalty Performance, Product, Technology, Finance, Legal, Accounting, and our Brands to deliver simple, consistent, and delightful loyalty journeys for travelers.
This is a manager‑level role for an individual who is hands‑on in operations, comfortable with complex details, and able to influence cross‑functional stakeholders to maintain and improve the loyalty experience.
In this role, you will:
- Subject Matter Expert for loyalty experiences
- Enhancement backlog & continuous improvement
- Internal Process Owner
- Issue management & remediation
- Audits, controls, and quality
Experience & Qualifications
Experience: 7+ years of relevant experience; bachelor’s degree preferred.
Background: Experience in loyalty, marketing, product operations, or a related discipline, including experience running or optimizing complex customer programs and processes.
Loyalty & customer expertise: Strong understanding of loyalty program mechanics, customer journeys, and how to improve experiences that are simple, transparent, and rewarding for travelers.
Operational excellence: Proven track record designing and running scalable operational processes, documentation, and frameworks in a fast‑paced, global environment.
Analytical skills: Comfortable working with data to diagnose issues, size opportunities, and measure impact; experience with tools such as Excel, Tableau, or similar analytics platforms is strongly preferred.
Financial acumen: Able to interpret financial and performance data, understand P&L and unit economics impacts, and build business cases that balance traveler value, cost, and commercial outcomes.
Influence & communication: Ability to collaborate and build strong relationships across functions and levels, using clear written and verbal communication to drive decisions and shared outcomes.
Execution & adaptability: Comfortable handling multiple projects simultaneously while remaining organized and detail‑oriented; resilient and able to adapt as business priorities and strategies evolve.
Tools & ways of working: Proficient with modern collaboration tools and open to leveraging AI and automation to streamline and scale operational work.
If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.
Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.
Loyalty Operations and Experience Manager in London employer: PowerToFly
Contact Detail:
PowerToFly Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Loyalty Operations and Experience Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at Expedia Group. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for interviews by diving deep into loyalty programs and customer experiences. Show us your passion for travel and how you can enhance our members' journeys!
✨Tip Number 3
Don’t just apply; engage with us on social media! Share your thoughts on travel trends or loyalty programmes. It’s a great way to get noticed and show your enthusiasm.
✨Tip Number 4
When you land that interview, come armed with ideas! Think about how you can improve our loyalty operations and share your vision. We love innovative thinkers!
We think you need these skills to ace Loyalty Operations and Experience Manager in London
Some tips for your application 🫡
Show Your Passion for Travel: When you're writing your application, let your love for travel shine through! Share personal experiences or insights that connect you to the role and demonstrate how you can enhance the travel experience for others.
Tailor Your Application: Make sure to customise your CV and cover letter for the Loyalty Operations and Experience Manager position. Highlight relevant skills and experiences that align with the job description, especially around loyalty programs and operational excellence.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon where possible. We want to see your qualifications without having to sift through unnecessary fluff!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. Plus, it’s super easy!
How to prepare for a job interview at PowerToFly
✨Know Your Loyalty Mechanics
Before the interview, dive deep into the loyalty program mechanics. Understand how they work and be ready to discuss specific examples of how you’ve improved customer journeys in the past. This will show your expertise and passion for creating rewarding experiences.
✨Showcase Your Analytical Skills
Be prepared to talk about how you've used data to drive decisions in previous roles. Bring examples of how you've diagnosed issues or sized opportunities using tools like Excel or Tableau. This will demonstrate your analytical mindset and ability to impact business outcomes.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly and confidently. Use examples from your experience to illustrate your points, especially when discussing cross-functional collaboration. Strong communication skills are key in influencing stakeholders and driving shared outcomes.
✨Emphasise Adaptability and Organisation
Highlight your ability to manage multiple projects while staying organised. Share instances where you adapted to changing priorities and how you maintained operational excellence. This will reassure them that you can thrive in a fast-paced environment.