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:

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.

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.

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.

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.

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.

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.