Senior Director, Client Services – Travel & Hospitality
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Job Description
Senior Director leading loyalty strategy, client growth, and enterprise relationships for Kobie’s travel and hospitality clients. Guiding analytics, technology, and cross-functional delivery.
Responsibilities:
- Serve as the executive-level strategic partner to key retail clients
- Align loyalty strategy with enterprise goals and customer engagement objectives
- Lead the long-term evolution of loyalty programs using strategy, analytics, and technology
- Translate data-driven insights into actionable recommendations that drive ROI
- Identify client risks, opportunities, industry trends, competitor movements, and evolving retail behaviors
- Drive organic growth across services, technology, analytics, and product enhancements
- Co-create innovative loyalty solutions with clients
- Lead cross-functional collaboration across Technology, Product, Decision Science, Strategy, and Delivery teams
- Shape product roadmaps, operational improvements, and cross-client opportunities
- Guide strategic conversations involving platform capabilities, integrations, and data ecosystems
- Oversee program enhancements, operational execution, and technical implementations
- Own forecasting, profitability management, financial performance, and long-term commercial strategy for assigned accounts
- Build and steward executive-level client relationships
- Lead, mentor, and develop the Client Services team
Requirements:
- 12–15+ years in client services, loyalty marketing, CRM, or enterprise program management
- Significant experience in the travel and hospitality sector
- Proven track record leading large, complex accounts and cultivating senior executive relationships
- Deep understanding of loyalty program strategy, customer engagement, CRM platforms, and data-driven insight application
- Strong technical fluency with SaaS platforms, integrations, data ecosystem concepts, and digital customer experience
- Ability to anticipate risk, identify growth opportunities, and influence strategic direction
- Exceptional communication, strategic thinking, analytical problem-solving, and executive presence
- Experience managing budgets, P&L, and multi-year commercial strategies
- Ability to lead and inspire cross-functional teams in a dynamic, fast-paced environment
- Bachelor’s degree required
- Ability to travel up to 20% with peak periods up to 35%
Benefits:
- Flexible Time Off
- Nine Company-Wide Holidays
- A diverse suite of benefits prioritizing growth, development, and personal well-being
- Flexible work environment and remote work
- Periodic travel to support team collaboration, customer engagements, training, and company events
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