Relationship Lead

**Who are we?**
**We're loyalty pioneers, creating the world's most rewarding experiences.**
Since the launch of Avios in 2011, we have evolved from a leader in travel rewards to a leader in loyalty.
We design customer loyalty programmes, build loyalty management tools, provide loyalty tech solutions and produce invaluable data and customer insights to maximise and leverage the ever-increasing potential of loyalty.
We've created millions of memories for members around the world, harnessing their loyalty and love for travel with hotel and flight rewards and unforgettable experiences.
Today, IAG Loyalty is continuing that growth on a global stage:

- **3000 Avios** are collected **every second** (more than 100 billion annually) by
- **35 million members** across **200 countries globally** from
- **200+ partnerships** with the biggest names in travel, retail, hospitality, finance and more.

**The Opportunity**
The Relationship Lead primarily has the responsibility for driving the customer proposition and products with our network of partners within Spain and Latam. This partner director role will act as the main IAG Loyalty (IAGL) contact and ambassador with external financial services partners with a mandate to grow and evolve the partnership, its products and customer propositions.
Their key internal partner will be the Marketing Lead, and together they will have the shared goal to drive excellence in customer experience and marketing to maximise adoption and engagement of the Avios offering.
The new Commercial Team has 3 critical areas of focus:

- **Manage the Partner Relationship**:

- Build and maintain strong working relationships with your partner contacts, utilising your excellent communication skills
- Develop and own a joint plan with key strategic partners designed to maximise profitable Avios issuance and achieve partner KPIs. Continually seek to promote the partnership and products within IAG and to drive the partner portfolio to engage in, and continually promote IAG customer products and engagement platforms
- Support the business in being able to clearly demonstrate and articulate the value that IAGL delivers to your partners
- Work with integrity and professionalism to become a trusted business partner
- Working alongside the relevant Relationship and Marketing Leads, seek opportunities for business growth, brand support and customer proposition exploitation

** 2**. To improve the customer proposition and products:*
- Deliver stronger and simpler value propositions
- Play an active role in modernising the customer experience, with better digital journeys for collection, spend and use of benefits
- Ensure our redemption products and features maximise the partnership potential
- Improve and simplify our partnership acquisition or collection journeys
- Create digital and data connections for customers where this enhances the experience
- Maximise the value of partner assets and channels for our customers

** 3.** Support the growth of relevant awareness to drive wider adoption:*
- Provide insights from partners and external customers to support an increase our marketing capabilities to make a step change in conversion to collection
- Input into the development of product strategies matching customers with the right partnerships
- Support the drive to optimise our marketing communications, mar-tech and channels to increase reach and effectiveness
- Increase our capability to market the total value of IAGL in B2B channels, the Avios currency, and grow demand from partners

**What we're looking for**:

- Experience in consulting, Payments/Cards or technology sales
- English and Spanish language proficiency
- Bachelor's degree required
- **Commercially astute**:

- Able to quickly identify and optimise value using financial acumen
- Experience with commercial targets
- Understanding of how to deliver mutual commercial targets, against the delivery of internal ones.
- Contractual knowledge - commitments, exclusivities and other legal requirements etc
- Capable of evidence-based decision-making using data and customer-validation
- **Outcome driven**:

- Able to demonstrate, using specific examples, measurable successes and achievements relating to commercial partnerships.
- **Analytical thinking**:

- Able to digest reports and customer insights
- Understanding of trends, risks and customer behaviours
- **Project management skills**:

- Able to drive product and proposition optimisations, working collaboratively with other internal teams e.g. Tech
- **Tech and digitally savvy**:

- Understands how technology and automation enables growth, improves business performance and drives adoption
- **Line management experience**:

- Of at least one direct report - this role will involve managing an Exec.
- **Innovative mindset**:

- Curious about innovations in the industry, knowledgeable about the competition and can craft propositions and solutions to reflect this.
- Proactively adapts and learns new capabi