What You’ll Be Serving Up:

The Head of Loyalty and e Commerce will lead the global digital commerce agenda, driving the growth, adoption, and impact of the brand’s digital ecosystem across markets. This role is responsible for defining the long-term strategy and operational framework for e Commerce and loyalty ensuring seamless, connected, and profitable digital experiences across all owned and operated channels (app, web, kiosk, and delivery).

This leader will bring deep loyalty expertise and a proven track record in scaling best-in-class loyalty programs, optimizing for penetration, engagement, and retention. They will act as a strategic partner to markets and cross-functional leaders, ensuring alignment between the commercial, brand, and technology roadmaps.

Here’s How You’ll Spice Things Up:

Global Strategy & Leadership:

• Define and lead the global loyalty strategy, setting the vision for digital customer engagement and commercial growth.
• Establish a unified loyalty framework that scales globally while allowing local market flexibility and innovation.
• Serve as the global subject matter expert on loyalty, driving best practices in customer acquisition, activation, and retention.
• Partner with cross-functional leaders (Marketing, Technology, Operations, Finance) to ensure the digital ecosystem delivers both brand and business value.
• Inspire and develop a high-performing, multidisciplinary team spanning loyalty, creative experience, analytics, and channel management.

Program & Platform Development:

• Oversee the global loyalty program roadmap, ensuring the platform evolves in line with customer expectations, competitive trends, and business needs.
• Collaborate with product and technology teams to define digital feature requirements that enhance customer experience and lifetime value.
• Drive alignment across channels (app, web, kiosk, delivery) to ensure a consistent, seamless, and branded customer journey.
• Support market adoption by providing scalable playbooks, frameworks, and commercial models that guide local execution.

Performance & Measurement:

• Establish and embed a unified global measurement framework for e Commerce and loyalty performance, covering penetration, engagement, frequency uplift, LTV, and ROI.
• Champion a data-led culture, leveraging analytics to inform commercial decision-making and continuous improvement.
• Lead regular performance reviews, identifying opportunities to optimize digital channel effectiveness and loyalty impact.

Cross-Functional & Market Engagement:

• Act as the global lead for market engagement, guiding the rollout, governance, and evolution of the loyalty and e Commerce programs.
• Collaborate with regional and market teams to localize global strategies, ensuring cultural and operational fit.
• Partner with operations, marketing, and finance to ensure commercial alignment and full-channel integration across delivery, kiosk, and restaurant experiences.

Team Leadership
The Head of Loyalty and e Commerce will lead a team of specialized managers responsible for defining, delivering, and optimizing the e Commerce and loyalty ecosystem:

• Digital Strategy Manager: Defines the global program framework, ensuring consistency across tiers, rewards, and customer experiences.
• Loyalty Creative Lead: Owns the end-to-end loyalty product experience across app, web, and kiosk.
• Performance Lead: Develops and governs the global measurement and reporting framework.
• Delivery Channel Manager: Sets commercial and operational best practices for aggregators and delivery channels.
• Kiosk Channel Manager: Leads kiosk performance and best practice integration across the digital and physical customer experience.

What You Bring to the Table:

• 12+ years in digital commerce, CRM, or loyalty leadership roles, preferably within international, consumer-facing businesses and / or franchised type businesses (e.g., QSR)
• Proven track record in scaling loyalty programs that deliver measurable customer and commercial impact.
• Strong strategic and analytical capability, with experience leading multi-channel digital growth.
• Deep understanding of digital product development, performance marketing, and omnichannel customer journeys.
• Exceptional leadership, stakeholder management, and influencing skills across global and matrixed organizations.
• Experience partnering with technology and operations functions to deliver digitally enabled customer experiences.