Head of Customer Success & Loyalty Programme Management

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Is this you?

• A seasoned leader in Customer Success, Affiliate Partnerships, and Loyalty Programme Management, with experience overseeing high-value B2C and B2B loyalty initiatives.
• A strategic thinker, experienced in managing publisher-side affiliates and optimising merchant partnerships to drive revenue and engagement.
• A hands-on operator, comfortable leading the end-to-end delivery of loyalty and rewards programmes.
• A team leader, experienced in managing and mentoring teams, ensuring the success of Customer Success and Partnerships Managers.
• A commercially astute negotiator, able to identify upsell and cross-sell opportunities within client relationships.
• A strong communicator, adept at presenting to C-suite clients, delivering QBRs, and leading high-impact pitches.
• Passionate about customer retention, growth, and engagement, with a track record of delivering high-performance loyalty programmes.

What's in it for you?

• The flexibility of hybrid/remote work, with an optional workspace in central Manchester.
• A leadership role in a rapidly growing SaaS loyalty and rewards platform.
• A competitive base salary with performance-based incentives.
• The opportunity to work with globally recognised brands across multiple sectors.
• Ownership of the Customer Success function, shaping the strategy, processes, and team.

About Propello Cloud

Propello Cloud is a leading SaaS loyalty and rewards platform, helping brands drive customer acquisition, engagement, and retention through innovative rewards programmes. Our clients include HelloFresh, Lebara, Skyscanner and JD Sports, and we are expanding rapidly both in the UK and internationally.

We operate in a fast-moving, high-growth environment with a culture built on trust, flexibility, and collaboration. We give our team the freedom to innovate, take ownership, and shape the future of our solutions.

Requirements
About the Role

As Head of Customer Success, you will be responsible for managing client relationships, overseeing affiliate merchant partnerships, optimising loyalty programme performance, and leading a high-performing team. You will act as a strategic advisor to clients, ensuring the success of their loyalty and rewards programmes while identifying opportunities for revenue growth and account expansion.
Key Responsibilities:
Client & Loyalty Programme Management

• Own and oversee the successful delivery of loyalty and rewards programmes across a portfolio of high-profile clients.
• Act as the main point of contact for key accounts, ensuring programme performance aligns with business objectives.
• Lead QBRs and client pitches, demonstrating ROI and recommending data-driven improvements.
• Collaborate with product, marketing, and data teams to optimise customer engagement strategies.
• Ensure client retention and satisfaction, proactively addressing concerns and implementing continuous improvements.

Affiliate & Merchant Partnerships

• Manage and optimise publisher-side affiliate relationships, ensuring high-value merchant and partner acquisition.
• Develop strategies for scaling partnerships, onboarding new affiliate partners, and expanding revenue streams.
• Identify and negotiate commercial opportunities, balancing client goals with business profitability.
• Work with the partnerships team to ensure affiliates and merchants deliver relevant, high-value offers to loyalty programme users.

Team Leadership & Growth

• Lead and mentor a team of two Customer Success Managers and two Partnerships Managers, setting clear objectives and driving performance.
• Develop best-in-class processes for managing client relationships and partner acquisition.
• Establish a culture of data-driven decision-making, using insights to improve loyalty programme effectiveness.
• Drive collaboration across customer success, partnerships, marketing, and product teams to ensure seamless execution of client strategies.

Revenue Growth & Strategic Development

• Identify upsell and cross-sell opportunities, working closely with sales to expand client partnerships.
• Monitor programme performance and key metrics, ensuring targets are met or exceeded.
• Contribute to product development discussions, ensuring customer and partner feedback informs future platform enhancements.
• Drive innovation in loyalty marketing, affiliate strategies, and customer engagement tactics.

The Ideal Candidate...

• 7+ years' experience in Customer Success, Loyalty, or Affiliate Partnerships within a SaaS, loyalty tech, martech, or marketing agency environment.
• Experience managing publisher-side affiliate relationships and optimising merchant partnerships.
• Proven track record in overseeing enterprise-level loyalty and rewards programmes.
• Strong experience in managing and mentoring teams, with a leadership style that drives performance and growth.
• Exceptional ability to build relationships with C-suite stakeholders and guide clients toward success.
• Commercially astute, with experience in negotiating partnerships, increasing account revenue, and driving retention strategies.
• Strong data-driven approach, capable of analysing performance metrics and turning insights into action.
• Comfortable leading QBRs, presenting at board level, and influencing decision-making at the highest level.
• Highly organised and detail-oriented, capable of juggling multiple high-value client relationships at once.

Benefits
The Package

• Competitive salary + performance-based incentives.
• Remote-first role, with an optional hybrid workspace in Manchester.
• Profit share and company share options.
• Pension scheme.
• Generous holiday entitlement.
• Regular social events.
• Access to our full suite of rewards.
• Health cash plan.

How to Apply

If you're excited about the prospect of leading a high-impact customer success function, working with affiliates and loyalty programmes, and driving client success in a fast-growing SaaS company, we'd love to hear from you.

Send your CV and cover letter to markcamp@propellocloud.com