Head of Client Partnerships

About Gratifii

At Gratifii, we believe loyalty should feel good. For businesses and for their customers. We design, build and run rewards, loyalty and incentive programs for some of the region’s most recognisable brands. Our work spans both B2C and B2B: consumer loyalty, member engagement, employee recognition, channel partner incentives and reseller programs. We bring creative, rewards content, campaign management and program operations together under one roof. Today we work with 85+ clients across Australia, New Zealand and Asia, connecting with more than 20 million customers, members and employees. Our supplier ecosystem now sits at several thousand partners. Our roadmap is clear: to be the leading end-to-end partner in loyalty and rewards across the region. You can read more at gratifii.com/about-us.

The role

The Client Partnerships Director leads our B2B client business and growth across Australia and New Zealand. You own the health of the portfolio: the relationships, the commercial outcomes, and the team delivering the work.

This is a senior agency-side leadership role. Your team designs and runs loyalty, rewards and incentive programs on behalf of our B2B client's consumer loyalty programs, member engagement, employee recognition, channel partner incentives and reseller programs. You’ll be the trusted senior face for our most important clients, the coach and standard setter for a team of client leads, and a key contributor to how Gratifii grows.

This is not a role that hands off the thinking. You’d be involved in shaping program design, framing the commercial case, and guiding clients on how to get more from their loyalty investment. You’ll work closely with creative, technology, operations and finance to turn that thinking into work that gets delivered, on time and at the right margin.

Based in our Sydney office, with occasional travel required within Australia and New Zealand.

What you’ll own

Client relationships and strategic input

• Be the senior client lead on accounts. Build trust at executive level, get involved in the strategic conversations, and stay close enough to the work to spot problems before clients do.
• Shape program design, frame the commercial logic, and guide clients on how to get more from their loyalty and incentive investment.
• Set the standard for how we partner with clients. Proactive, commercially sharp, and clear on what good looks like.
• Run regular account health reviews. Know which relationships are strong, which are at risk, and what we’re doing about it.

Commercial performance

• Own the revenue and margin performance of the AU/NZ client portfolio. Hit growth and retention targets without compromising on the quality of work or the health of the team.
• Lead organic growth. Identify and convert opportunities to expand the work we do for existing clients.
• Upsell new products and services to existing clients. Spot where a new Gratifii capability fits, then make the commercial case.
• Negotiate scopes, renewals and commercial terms. Know when to push, when to invest, and when to walk away.
• Partner with finance and operations on forecasting, resourcing and profitability.

Team leadership

• Lead a team of client account leads across Australia and New Zealand. Set clear expectations, coach for growth, and hold the bar on quality.
• Build a team culture that’s commercially serious and genuinely focused on client outcomes. Both, not one or the other.
• Recruit, retain and develop senior client talent. Plan for succession.

Delivering the work

• Make sure clients get what Gratifii promised: on strategy, on time, and at the right margin. Hold the line internally when delivery is at risk.
• Translate client needs into clear briefs for creative, tech and operations teams. Translate internal realities back to clients honestly.
• Be the escalation point when things go sideways and lead the response.

Building the business

• Contribute to new business and pitch work where your loyalty expertise and senior client presence add weight.
• Bring market intelligence back into the business. What clients are wrestling with, where the category is moving, what we should be building next.
• Represent Gratifii externally at industry events and in client communities.

What you’ll bring

• Deep, current expertise in loyalty across both B2C and B2B: program design, economics, and the levers that change customer, member, employee or channel partner behaviour. You can hold your own with a CMO and a Head of Loyalty in the same meeting.
• Genuine strategic capability. You can listen to our client’s business problems and shape a credible loyalty or incentive response. You’re comfortable building the thinking, the commercial case and the program design yourself, then briefing your team to execute.
• Senior agency or consulting experience. Ideally 12+ years total, with at least 5 in a senior client-facing leadership role at an agency, consultancy or specialist loyalty business.
• A strong commercial track record. You’ve owned a P&L or a sizeable book, hit targets, grown accounts, and made hard calls on pricing, scope and resourcing.
• Proven experience leading and growing client-facing teams across multiple markets or locations.
• The judgement to balance client advocacy with commercial discipline. Clients trust you because you tell them the truth, not because you say yes to everything.
• Confident, clear communicator. Comfortable presenting at C-suite level, writing a sharp proposal, and giving direct feedback to your team.
• Working knowledge of the AU and NZ loyalty and customer engagement landscape: the major programs, the players, and what clients in this market actually need.

Nice to have

• Experience across multiple loyalty disciplines: points, coalition, B2B, premium tiers, experiential rewards, partner rewards, and gamified or emotional loyalty mechanics.
• Exposure to loyalty technology platforms and how they’re sold, scoped and implemented.
• Existing relationships with senior loyalty and CX buyers in AU/NZ.

What we offer

• A senior leadership role with real ownership to support the growing business.
• Hybrid role from our Sydney office, with two days in the office and the support to do the role properly across both AU and NZ.
• Investment in your development: conferences, exposure to the full breadth of the Gratifii business.

How to apply

Send a CV and a short note to ***email_hidden***. No formal cover letter needed but please indicate expected salary range. Tell us which client situation you’ve directly managed that had an outcome you are proud of and why. We read every application.