Acento Executive Search is partnering with our client in the search for a Loyalty Manager with a strong strategic and execution-oriented profile to lead customer loyalty and retention for a market-leading company.

Role Purpose

Design and implement the end-to-end loyalty, retention, and reactivation strategy, maximizing customer lifetime value and portfolio sustainability through a customer-centric, human-behavior–driven approach.

Key Responsibilities

• Design the loyalty and retention strategy across the entire customer base.

• Lead the execution of retention and reactivation initiatives (with a strong focus on implementation).

• Develop data-driven micro-segmentation and behavioral analysis.

• Collaborate in the design of services and customer journeys.

• Coordinate post-sales initiatives with Marketing and Customer Experience teams.

• Lead operational squads and ensure adherence to the loyalty model.

• Partner closely with Data/Analytics teams to drive decisions and track KPIs.

Requirements

Education

• Bachelor’s degree in Business Administration, Marketing, Economics, Psychology, or related fields.

• Postgraduate studies in CX, loyalty, consumer behavior, or strategy are a plus.

Experience

• Solid background in loyalty, retention, CX, or customer engagement with clear business impact.

• Experience leading teams.

• Strong orientation toward both strategy design and hands-on execution.

• Proven experience in cross-functional environments (Marketing, Data, CX).

Core Competencies

• Customer-centric mindset and empathy

• Strong results orientation

• Strategic vision combined with agile execution

• Collaborative leadership style

• Ability to anticipate customer behaviors

• High adaptability in dynamic environments

Conditions

• On-site role | Full-time schedule

• Competitive benefits package