Our Work: Steering Loyalty Strategy and Interim Leadership

"MODIV’s ability to quickly immerse themselves into our complex projects and adapt to our needs was impressive. They brought clarity and structure at a critical time, allowing us to stay on track and achieve our goals."

SVP of Commercial

OPPORTUNITY

The client was undergoing a transformation within their loyalty program and recognized the need for external expertise to support this transition. Initially engaged to ensure the loyalty program’s redesign, MODIV’s role soon expanded from a defined scope to acting as the interim Director of Loyalty & Partnerships, overseeing daily operations, and providing strategic oversight to align the loyalty team's efforts with the company’s broader commercial goals.

Our strategy was centered on a bottom-up methodology. We began by closely collaborating with each team member to understand their roles, responsibilities, and challenges. By aligning these insights with the broader commercial objectives, MODIV was able to realign the team’s focus, optimize resource allocation, and ensure that every effort was contributing to the overarching strategic goals of the larger Commercial organization. This hands-on approach allowed us to identify gaps, streamline processes, and create a more cohesive and impactful strategy for the loyalty department.

Initially, our role was to support the relaunch and rebranding efforts. However, as we engaged more deeply with the client, we quickly identified gaps in their loyalty structure that needed immediate attention. Recognizing these challenges, we adapted our approach, expanding our responsibilities to provide the strategic leadership necessary to address the client’s broader needs, while also supporting the original scope as an individual contributor. This dual role allowed MODIV to act as both a coach, guiding the client’s broader strategy, and a player, directly executing critical tasks to

We adopted a collaborative and transparent way of working, holding weekly team meetings and one-on-one sessions with team members to track progress, address challenges, and maintain alignment with the strategic vision. MODIV also facilitated cross-functional collaboration, working closely with the other commercial functions within the organization (sales, digital, marketing, and e-commerce) to ensure that the loyalty program’s initiatives were integrated across all touchpoints.

Throughout the engagement, we immersed ourselves in the complexities of the client’s loyalty program redesign, navigating and resolving multiple technical, financial, and operational challenges that required immediate attention. These challenges included the need to streamline disjointed processes and address critical technical gaps. MODIV’s flexibility and proactive leadership ensured that we not only met the client’s immediate needs but also laid the groundwork for sustained success, providing long-term strategic value that would continue to benefit the client well beyond the project's completion. By aligning all components of the program, we ensured a cohesive and forward-looking strategy that would support the client’s goals in the years to come.

Throughout our engagement, MODIV’s impact was felt across the organization. We provided the client with a clear and actionable loyalty strategy that not only addressed immediate needs but also laid the foundation for long-term success. The loyalty team, which had been operating in a silo with little direction, was now equipped with clear KPIs and a strategic framework that aligned their efforts with the broader commercial goals.

MODIV’s ability to quickly adapt to the client’s needs and provide leadership during a critical period was highly valued. The loyalty team expressed their appreciation for the newfound clarity and direction, noting that they had never had such a comprehensive understanding of how their work impacted the larger organization. This clarity allowed them to make more informed decisions, prioritize their efforts, and ultimately contribute more effectively to the company’s goals.

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