Carey International
Overview
Principal duties, responsibilities, and expectations across Loyalty Strategy & Vision; Program Design & Execution; Data, Analytics & Personalization; Customer Experience & Brand Engagement; Organizational Leadership & Change Management; and Performance & Impact. This description also includes required qualifications and working conditions. Responsibilities
Loyalty Strategy & Vision
Define and own the long-term vision and roadmap for Carey’s customer loyalty ecosystem. Build Carey’s loyalty program from the ground up — designing membership tiers, rewards structures, engagement models, and benefits aligned with Carey’s luxury positioning. Develop and implement the loyalty program’s brand identity and value proposition, ensuring alignment with Carey’s global customer experience strategy. Align loyalty initiatives with Carey’s digital platforms, mobile app, and CRM to deliver an integrated, seamless customer journey. Partner with Product, Data, and Marketing teams to embed personalization, predictive analytics, and AI-driven engagement throughout the loyalty lifecycle.
Program Design & Execution
Lead the end-to-end development and launch of Carey’s loyalty platform for both B2C and enterprise, overseeing strategy, design, operations, and technology integration. Define and manage program KPIs, including customer retention, frequency, Net Promoter Score (NPS), and revenue uplift. Collaborate with technology and data teams to implement modern CRM, data warehouse, and loyalty management systems. Leverage customer insights and behavioral data to shape dynamic offers, experience-based rewards, and personalized communication. Ensure operational excellence in all loyalty-related processes, from onboarding to redemption and partner engagement. Partner with Marketing and Customer Experience to deliver targeted campaigns that increase engagement and retention.
Data, Analytics & Personalization
Lead the data-driven foundation of Carey’s loyalty platform — integrating customer, trip, and partner data into a centralized data lake for insights and segmentation. Define the data architecture requirements for loyalty, including ingestion, enrichment, and predictive modeling capabilities. Collaborate with Data Science and AI teams to implement machine learning models for churn prediction, next-best-offer, and customer lifetime value optimization. Design and oversee comprehensive loyalty dashboards and reporting systems that provide real-time visibility into program performance, engagement trends, and ROI. Partner with Commercial, Marketing, and Finance teams to develop automated reporting and visualization tools for executive insights and operational tracking. Ensure loyalty analytics are integrated into Carey’s enterprise dashboards and commercial decision-making frameworks. Champion responsible data use, governance, and compliance in all loyalty and personalization initiatives.
Customer Experience & Brand Engagement
Embed the loyalty program into Carey’s overall customer experience — ensuring every touchpoint reinforces loyalty value. Lead initiatives to integrate loyalty into Carey’s mobile app, web, and reservation systems, creating a seamless omnichannel experience. Oversee the design of customer communication journeys, rewards notifications, and recognition experiences consistent with Carey’s premium brand. Partner with creative, UX, and service design teams to ensure loyalty communications and experiences reflect Carey’s voice and luxury positioning.
Organizational Leadership & Change Management
Build and lead a high-performing loyalty and CRM team — fostering innovation, analytical rigor, and customer obsession. Drive organizational adoption of loyalty-centric thinking across commercial, marketing, and operations functions. Lead change management efforts to align teams around customer retention, lifetime value, and personalization goals. Partner closely with executive leadership to report on program performance, growth opportunities, and customer insights.
Performance & Impact
Establish KPIs and performance dashboards to measure loyalty program effectiveness and business impact. Continuously assess ROI of loyalty initiatives, refining strategy based on customer behavior and market trends. Serve as Carey’s thought leader on loyalty, CRM, and customer retention — representing the company in industry events and strategic forums. Ensure that loyalty investments drive measurable improvements in engagement, retention, and brand advocacy.
Job Qualifications
Education
Bachelor’s degree in Marketing, Business Administration, Data Analytics, or related field required. Master’s degree in Business, Corporate Strategy, Data Science, or Digital Marketing preferred.
Experience
5+ years of progressive experience in loyalty program management, CRM strategy, or customer engagement leadership in travel, hospitality, financial services, retail or customer facing businesses. Proven track record of building or scaling loyalty programs in travel, hospitality, or luxury service sectors. Deep understanding of customer data platforms (CDPs), CRM systems (Hubspot), and analytics tools. Experience working with AI-driven personalization, segmentation, and campaign automation. Demonstrated success managing cross-functional teams and complex program launches.
Skills & Competencies
Expertise in loyalty strategy, CRM lifecycle management, and retention analytics. Strong leadership and stakeholder management capabilities. Strategic thinker with analytical rigor and commercial acumen. Excellent communication and storytelling skills with executive presence. Data-driven decision-maker with a passion for customer experience innovation.
Attributes
Marketing leader with customer obsession and operational excellence. Entrepreneurial mindset with ability to build programs from inception to scale. Collaborative, innovative, and results-oriented. Deep empathy for the luxury customer journey and personalization dynamics.
Working Conditions
Hybrid role requiring visibility in Los Angeles, CA, and DC-area offices, with occasional travel to field sites or technology partners. Availability for real-time collaboration across geographically distributed teams
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Principal duties, responsibilities, and expectations across Loyalty Strategy & Vision; Program Design & Execution; Data, Analytics & Personalization; Customer Experience & Brand Engagement; Organizational Leadership & Change Management; and Performance & Impact. This description also includes required qualifications and working conditions. Responsibilities
Loyalty Strategy & Vision
Define and own the long-term vision and roadmap for Carey’s customer loyalty ecosystem. Build Carey’s loyalty program from the ground up — designing membership tiers, rewards structures, engagement models, and benefits aligned with Carey’s luxury positioning. Develop and implement the loyalty program’s brand identity and value proposition, ensuring alignment with Carey’s global customer experience strategy. Align loyalty initiatives with Carey’s digital platforms, mobile app, and CRM to deliver an integrated, seamless customer journey. Partner with Product, Data, and Marketing teams to embed personalization, predictive analytics, and AI-driven engagement throughout the loyalty lifecycle.
Program Design & Execution
Lead the end-to-end development and launch of Carey’s loyalty platform for both B2C and enterprise, overseeing strategy, design, operations, and technology integration. Define and manage program KPIs, including customer retention, frequency, Net Promoter Score (NPS), and revenue uplift. Collaborate with technology and data teams to implement modern CRM, data warehouse, and loyalty management systems. Leverage customer insights and behavioral data to shape dynamic offers, experience-based rewards, and personalized communication. Ensure operational excellence in all loyalty-related processes, from onboarding to redemption and partner engagement. Partner with Marketing and Customer Experience to deliver targeted campaigns that increase engagement and retention.
Data, Analytics & Personalization
Lead the data-driven foundation of Carey’s loyalty platform — integrating customer, trip, and partner data into a centralized data lake for insights and segmentation. Define the data architecture requirements for loyalty, including ingestion, enrichment, and predictive modeling capabilities. Collaborate with Data Science and AI teams to implement machine learning models for churn prediction, next-best-offer, and customer lifetime value optimization. Design and oversee comprehensive loyalty dashboards and reporting systems that provide real-time visibility into program performance, engagement trends, and ROI. Partner with Commercial, Marketing, and Finance teams to develop automated reporting and visualization tools for executive insights and operational tracking. Ensure loyalty analytics are integrated into Carey’s enterprise dashboards and commercial decision-making frameworks. Champion responsible data use, governance, and compliance in all loyalty and personalization initiatives.
Customer Experience & Brand Engagement
Embed the loyalty program into Carey’s overall customer experience — ensuring every touchpoint reinforces loyalty value. Lead initiatives to integrate loyalty into Carey’s mobile app, web, and reservation systems, creating a seamless omnichannel experience. Oversee the design of customer communication journeys, rewards notifications, and recognition experiences consistent with Carey’s premium brand. Partner with creative, UX, and service design teams to ensure loyalty communications and experiences reflect Carey’s voice and luxury positioning.
Organizational Leadership & Change Management
Build and lead a high-performing loyalty and CRM team — fostering innovation, analytical rigor, and customer obsession. Drive organizational adoption of loyalty-centric thinking across commercial, marketing, and operations functions. Lead change management efforts to align teams around customer retention, lifetime value, and personalization goals. Partner closely with executive leadership to report on program performance, growth opportunities, and customer insights.
Performance & Impact
Establish KPIs and performance dashboards to measure loyalty program effectiveness and business impact. Continuously assess ROI of loyalty initiatives, refining strategy based on customer behavior and market trends. Serve as Carey’s thought leader on loyalty, CRM, and customer retention — representing the company in industry events and strategic forums. Ensure that loyalty investments drive measurable improvements in engagement, retention, and brand advocacy.
Job Qualifications
Education
Bachelor’s degree in Marketing, Business Administration, Data Analytics, or related field required. Master’s degree in Business, Corporate Strategy, Data Science, or Digital Marketing preferred.
Experience
5+ years of progressive experience in loyalty program management, CRM strategy, or customer engagement leadership in travel, hospitality, financial services, retail or customer facing businesses. Proven track record of building or scaling loyalty programs in travel, hospitality, or luxury service sectors. Deep understanding of customer data platforms (CDPs), CRM systems (Hubspot), and analytics tools. Experience working with AI-driven personalization, segmentation, and campaign automation. Demonstrated success managing cross-functional teams and complex program launches.
Skills & Competencies
Expertise in loyalty strategy, CRM lifecycle management, and retention analytics. Strong leadership and stakeholder management capabilities. Strategic thinker with analytical rigor and commercial acumen. Excellent communication and storytelling skills with executive presence. Data-driven decision-maker with a passion for customer experience innovation.
Attributes
Marketing leader with customer obsession and operational excellence. Entrepreneurial mindset with ability to build programs from inception to scale. Collaborative, innovative, and results-oriented. Deep empathy for the luxury customer journey and personalization dynamics.
Working Conditions
Hybrid role requiring visibility in Los Angeles, CA, and DC-area offices, with occasional travel to field sites or technology partners. Availability for real-time collaboration across geographically distributed teams
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