Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the transformation of customer loyalty and retention strategies for exceptional travel experiences.
- Company: Dynamic travel company focused on innovative customer engagement.
- Benefits: Flexible working, medical care, life insurance, and generous leave policies.
- Why this job: Make a real impact by creating meaningful customer connections and loyalty.
- Qualifications: 5+ years in CRM or customer experience, with a passion for travel.
- Other info: Collaborative environment with opportunities for personal and professional growth.
The predicted salary is between 48000 - 72000 ÂŁ per year.
We\’re embarking on a bold transformation to redefine how we build loyalty and drive repeat business. We believe that exceptional customer experiences—before, during, and after travel—combined with intelligent, personalised communication and meaningful rewards, can turn one-time travellers into lifelong customers.
To lead this change, we’re looking for a Head of Customer Loyalty & Retention: a strategic thinker and hands‑on leader who will design, implement, and continuously optimize a loyalty framework that goes far beyond points and perks. You’ll lead initiatives that delight our customers, recognise their loyalty, and ensure that every interaction builds trust, value, and brand affinity.
Key Responsibilities
Strategy & Vision
- Develop and own the end‑to‑end customer loyalty and retention strategy in line with our brand, customer expectations, and business goals.
- Define a loyalty framework built on three pillars: exceptional customer experience, recognition of repeat purchase, and relevant, personalised communication.
- Set KPIs and then measure for loyalty programme success, including such as Customer retention rate, NPS, CES, CLTV, and engagement metrics.
Customer Experience & Journey Optimisation
- Map and continuously optimise the customer journey from booking to post‑trip, identifying loyalty‑building moments across each stage.
- Partner with Brand Marketing, IT and Customer Service teams to ensure seamless experiences pre‑departure, during travel, and post‑trip.
- Lead initiatives to improve complaint handling and post‑trip feedback loops (NPS, CES) as drivers for retention and rebooking.
Loyalty Programme Development
- Design and launch a loyalty programme tailored for travellers—not just points, but perks, recognition, and personalised value.
- Develop member‑exclusive benefits such as special rates, VIP treatment, or tailored offers to increase customer stickiness.
- Continuously test, learn, and optimise the programme based on performance data and customer feedback.
Personalised Marketing & Communication
- Oversee the creation of trigger‑based, personalised communications, including price alerts, trip reminders, and inspirational content.
- Use customer data and preferences to drive segmented, relevant messaging.
- Ensure communications reinforce customer value and loyalty—not just short‑term sales.
Cross‑functional Collaboration & Leadership
- Act as the voice of the customer across the business, ensuring customer‑centric thinking is embedded in all touchpoints.
- Collaborate with IT, Product teams and segment revenue managers to build the systems for tracking, personalisation, and automation.
- Lead, mentor, and grow a team focused on loyalty and lifecycle marketing.
Key Requirements
- 5+ years in a senior CRM, Loyalty, or Customer Experience role—ideally in travel, hospitality, or e‑commerce.
- Proven experience designing and scaling customer loyalty programmes with measurable business impact.
- Demonstrated ability to lead personalised, data‑driven marketing programmes (CRM, lifecycle, trigger‑based).
- Comfortable working cross‑functionally and influencing change across departments.
- Strategic mindset with hands‑on execution skills — you can see the big picture and roll up your sleeves to get things done.
- Passionate about travel is a big bonus.
What can we offer if you decide to travel with us?
- Opportunity to lead innovative international campaigns
- Dynamic work culture in a global environment
- AXA medical care partnership
- Life Insurance
- Annual leave allowance + 8 days UK bank holidays
- 2 hours per week for self development
- Flexible working arrangements
#J-18808-Ljbffr
Head of Customer Loyalty & Retention employer: Thomas Cook
Contact Detail:
Thomas Cook Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Loyalty & Retention
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer loyalty strategies and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Showcase your achievements! Be ready to discuss specific examples of how you've driven customer loyalty and retention in previous roles. Use metrics to back up your claims—numbers speak volumes!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our team.
We think you need these skills to ace Head of Customer Loyalty & Retention
Some tips for your application 🫡
Show Your Passion for Customer Loyalty: When writing your application, let your enthusiasm for customer loyalty and retention shine through. Share specific examples of how you've created exceptional customer experiences in the past, and how you plan to bring that passion to our team at StudySmarter.
Tailor Your Application: Make sure to customise your CV and cover letter to align with the job description. Highlight your experience in designing loyalty programmes and your strategic mindset. We want to see how your skills match our vision for transforming customer loyalty!
Be Data-Driven: Since we’re all about optimising customer experiences, include any relevant metrics or KPIs from your previous roles. Show us how your data-driven approach has led to measurable success in customer retention and loyalty initiatives.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join the StudySmarter family!
How to prepare for a job interview at Thomas Cook
✨Know Your Customer Loyalty Strategies
Before the interview, dive deep into the latest trends in customer loyalty and retention. Familiarise yourself with successful programmes in the travel industry and be ready to discuss how you can apply similar strategies to enhance customer experiences.
✨Showcase Your Data-Driven Mindset
Prepare to talk about your experience with KPIs and metrics that matter in loyalty programmes. Be specific about how you've used data to drive decisions and optimise customer journeys, as this role requires a strong analytical approach.
✨Demonstrate Cross-Functional Collaboration
Think of examples where you've successfully worked with different teams, like marketing or IT, to implement loyalty initiatives. Highlight your ability to influence change across departments, as this is crucial for the Head of Customer Loyalty & Retention role.
✨Bring Your Passion for Travel
Let your enthusiasm for travel shine through during the interview. Share personal experiences that relate to customer loyalty in the travel sector, and explain how your passion can translate into creating exceptional customer experiences.
