Bruce Lahood

Background

About Bruce Lahood

Global Customer Loyalty Marketer | Customer Strategy, Experience and Engagement A champion for the customer and generating sustainable enterprise value. A strategic and dynamic customer marketer dedicated to insights and innovation that deliver exceptional customer experiences, brand engagement and commercial returns. Contact: bruce.lahood@gmail.com EXECUTIVE SUMMARY - Global executive with expertise spanning strategy development and execution of data driven marketing, loyalty, brands, CRM and partnerships- Future-focused marketer and thought leader with a proven record of success, building sustainably profitable customer relationships and delivering outstanding commercial results- Solves complex challenges, leading and inspiring teams with a vision to activate strategy, unlock consumer insights, mobilize effective plans, and generate high performing ROI- Led large marketing teams and budgets, working collaboratively with functions, regions, franchisees, creative agencies, in-house and off-shore data analytics teams, multi-channel marketing platform providers- Extensive international experience in Hospitality, Airlines, Tourism in Americas, UK/EUR, APAC, China - Interested in QSR, Luxury, Healthcare, Automotive, Retail, Financial Services. PROFESSIONAL HIGHLIGHTS Customer Marketing + ROI - Transformed the customer marketing strategy for IHG Rewards Club, one of the world’s largest hotel loyalty programs (100MM+ members), leveraging behavioral insights, customer data and digital marketing to produce record levels of hotel and ancillary revenue, member acquisition and engagement. Strategic Planning + Partnerships - Successfully led negotiations with five of the world’s largest airlines to achieve Air New Zealand’s strategic objective to join the Star Alliance network, born out of unmet customer needs (access to a global network, frequent flyer recognition, seamless baggage, airport lounge access)- Led IHG’s efforts to pioneer an e-commerce joint venture with six of the largest hotel companies in the world to enable consumers to book directly from a spectrum of trusted brands at the best available price. Thought Leadership + Inspiring Leader - Insights and perspectives (industry white papers, published articles) drawn from consumer research and industry best practices to guide major brands toward future market and disruption opportunities - Proven ability to lead, motivate and mobilize high performing teams, partners and stakeholders to successfully achieve commercial goals and targets.