Director, Loyalty

The Director of Loyalty will lead the development and execution of customer loyalty and retention strategies for Paze. This leader will be responsible for conceptualizing, launching, and scaling programs that deepen engagement, increase retention, and grow customer lifetime value. The ideal candidate blends strategic marketing acumen, payments expertise, and technical fluency to bridge customer insights with digital product innovation.

Key Responsibilities

Loyalty Strategy & Program Development

• Develop and own the end-to-end loyalty and rewards strategy to enhance engagement and retention within the wallet ecosystem.
• Design program frameworks, tiered benefits, and reward mechanics that align with user motivations and business objectives.
• Define success metrics (engagement, retention, lifetime value, NPS) and continuously refine strategy based on insights and performance.

Product Collaboration & Business Requirements

• Partner closely with Product to define detailed business requirements for loyalty features and integrations.
• Translate strategic goals into technical and functional specifications for design and build.
• Ensure loyalty components are seamlessly embedded into the wallet experience-from onboarding through ongoing engagement and reward redemption.
• Participate in sprint planning, user story development, and UAT (User Acceptance Testing) to ensure business needs are met.

Customer & Competitive Insights & Analytics

• Conduct research and use customer data, behavioral analytics, and segmentation to uncover insights that inform program design and personalization.
• Work with analytics teams to track KPIs, measure loyalty ROI, and identify opportunities to improve engagement.
• Drive test-and-learn experimentation to optimize rewards and promotional structures.
• Continuously monitor the competitive landscape and emerging trends in loyalty, payments, and digital engagement. Leverage market insights and best practices to inform strategy, enhance differentiation, and foster innovation.

Partnership & Collaboration

• Lead a cross-functional team including marketing, analytics, and product and banks to design a loyalty program that complements bank rewards programs whilst delivering on Paze's business needs.
• Collaborate with Finance, Compliance, and Legal to ensure loyalty programs meet operational, financial, and regulatory needs and standards.
• Present program performance, insights, and strategic recommendations to executive leadership.

Minimum Qualifications

• Bachelor's degree required; MBA or equivalent preferred.
• 10+ years in loyalty, CRM, or retention marketing with 5+ years in a leadership capacity.
• Experience in fintech, payments, digital banking, or consumer tech.
• Proven experience in building and executing loyalty programs that drive incremental value and sales in financial services and payments. Expertise in loyalty, CRM, digital performance marketing, and promotional economics.
• Proven ability to define business requirements and collaborate with product and engineering teams on customer-facing features.
• Strong understanding of consumer engagement strategies, digital ecosystems, and data-driven marketing.
• Excellent analytical, communication, and stakeholder management skills.
• Strong Executive presence and ability to build key relationships across internal and external parties.
• Excellent attention to detail & verbal, and written communication skills.
• Self-starter with the ability to organize, prioritize work, and meet deadlines.
• Ability to multi-task and work effectively in a fast-paced, dynamic, growth-oriented environment
• Background and drug screen.

Preferred Qualifications

• MBA preferred, additional related education and/or experience preferred.
• Typically aligns with 12 or more years of related experience.

Physical Requirements

Early Warning works together in a highly collaborative office environment.Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling, and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers.

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

Success Metrics

• Growth in wallet active users and transaction frequency.
• Increased customer retention and lifetime value.
• Positive ROI from loyalty programs and offers.
• Successful delivery of new loyalty features that meet business and user requirements.
• Partner ecosystem expansion and engagement.

The base pay scale for this position in:
Phoenix, AZ/ Chicago, IL in USD per year is: $154,000 - $193,000.
New York, NY/ San Francisco, CA in USD per year is: $186,000 - $232,000.
Additionally, candidates are eligible for a discretionary incentive plan and benefits.

This pay scale is subject to change and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific candidate, which is always dependent on legitimate factors considered at the time of job offer. Early Warning Services takes into consideration a variety of factors when determining a competitive salary offer, including, but not limited to, the job scope, market rates and geographic location of a position, candidate's education, experience, training, and specialized skills or certification(s) in relation to the job requirements and compared with internal equity (peers). The business actively supports and reviews wage equity to ensure that pay decisions are not based on gender, race, national origin, or any other protected classes.