Chen Peng (CP) has a career dedicated to nothing but building loyalty programs across Asia for more than 20 years. He is responsible for setting up SessionM business in APAC (a Mastercard company) from scratch back in 2017 and grown it into the leading loyalty technology player in the region responsible for some of the largest programs like Central Group, Tesco Lotus, Yuu Rewards and Starbucks.
Prior to Mastercard, CP was General Manager for the world’s largest loyalty company, Aimia in Asia, managing programs for brands like Standard Chartered Bank, ExxonMobil, P&G, Samsung, Shangri-la Hotels, China Southern Airlines and PCCW.
Starting his career as a data scientist, CP has hands on experiences across the entire loyalty value chain from analytics, to consulting, technology and commercialization.
Chris has 15 years’ experience in Marketing, Digital and Loyalty strategy with his knowledge and expertise spanning markets throughout Asia Pacific. Chris is currently the Vice President of Digital & Loyalty at Accor, the largest hotel operator in Australia, New Zealand and the Pacific region representing over 400 hotels, apartments and resorts. Chris is responsible for driving loyalty growth and member engagement in the award-winning ALL – Accor Live Limitless programme throughout the Pacific.
Prior to this, Chris has led the digital & mobile strategy for InterContinental Hotels Group across Asia Pacific, and was also responsible for driving digital adoption at Westpac. Chris has also participated in the Global Shadow Comex (Senior Executive Committee) for Accor, a group of 12 individuals nominated from various countries who collaborate on ideas and projects to fuel innovation within the organisation.
Dani is a seasoned executive at Mastercard with extensive experience in Direct Marketing, Operations, and Loyalty. She is responsible for overseeing all of Mastercard’s Loyalty programs and products in both Australia and New Zealand. Leading a team of more than 35 Loyalty specialists, Dani ensures the successful operation of Mastercard’s financial services and merchant Loyalty programs.
With over 18 years of experience in the field, Dani has a deep understanding of the value generated by the payments and loyalty ecosystem. She recognises the crucial connection between payment partners, merchants, and end consumers. At Mastercard, Dani and her team collaborate closely with Merchant, Product, and Operations teams both locally and globally to create cutting-edge and value-driven Loyalty programs. These programs are designed to continually evolve and introduce new innovations and capabilities that are not only embedded and scalable but also future-proof. For Dani and Mastercard, Loyalty goes beyond the transaction and the issuance of points. It encompasses the entire customer experience, leveraging Mastercard’s technology and capabilities to provide relevant and timely offers, benefits and rewards. As the Loyalty and Payments landscape undergoes digital transformation and innovation, Dani is enthusiastic about expending Mastercard’s services into the future. She is dedicated to creating moments of magic within the Loyalty and Payments ecosystem because Loyalty is not just her job; it’s a part of who she is.
Deirdre has over 20 years’ experience leading product, digital, customer experience, and marketing teams for some of Australia’s most recognised banking and insurance brands. She is currently the Chief Customer Officer of Australia’s favourite loyalty program, Flybuys. Deirdre’s focus is on future-proofing and leading the development and delivery of the brand’s next generation customer strategy, ensuring outstanding experiences are provided to more than eight million members across the customer journey. Deirdre is passionate about driving people-centred change, and uniting businesses around a shared, authentic purpose that positively impacts their people, customers and communities. She instils the importance of going the extra mile to better understand your customers in her teams and is motivated by the impact true customer-led cultures can have in driving sustainable business growth.
Diana has over 15 years’ experience within customer-centric organisations spanning both client and agency environments, with expertise spanning across customer experience, loyalty transformation & strategic marketing. Her leadership has allowed her to drive innovation & change across many blue-chip companies to drive business success.
Diana strives to drive a ‘customer first’ approach within businesses and believes in authentic leadership for the greatest outcomes. She currently leads the My Dan’s loyalty program for Dan Murphy’s, which is one of Australia’s most beloved and biggest programs with over 7 million members.
Glenn has over two decades of professional experience and expertise across Loyalty, Digital & Direct Marketing, Partnerships, Privacy, and Data. Glenn has been with Woolworths Group since 2015 and today leads Everyday Rewards, Australia’s leading Retail loyalty program. He is passionate about Loyalty, Customers, and People and is honoured to be on the Australian Loyalty Associations Advisory Board.
Jessica is a loyalty marketing specialist across Australia and New Zealand and has been an Advisory Board Member of the Australian Loyalty Association (ALA) for five years. Jessica currently leads loyalty, digital and CRM strategy for Nando’s and has won Best Loyalty Program in multiple award channels over the last two years. Jessica is passionate about promoting loyalty, especially mentoring loyalty marketers as they enter the field.
Lucila is an experienced leader in loyalty and digital marketing. She has a proven track record in FMCG, contributing to renowned organisations such as Flybuys, Coles Supermarket, and Bakers Delight.
Her career includes developing and implementing fully automated customer journeys, playing an instrumental role in the digitization of Coles’ weekly catalogue, creating successful and highly segmented campaigns with Flybuys’ first-party data, all of which have yielded improved customer retention and delivered millions in incremental sales.
For her work at Coles, Lucila was nominated for the 2020 Oracle Markies Global Award, and since joining Bakers Delight, she has developed strategies and applied operational changes that have led to a 65% increase in the loyalty customer base, as well as doubling the website traffic. She’s also an avid mentor, passionate about supporting young professionals and her team.
Lucy has worked for over twenty years with enterprise level brands both in Australia and the UK creating award winning Loyalty, data and customer experience strategies.
Medibank, Citi Bank, Macca’s, Officeworks, VW, TAB, Dan Murphy’s and CBS are a handful of the brands she has brough her skills to bear on since arriving in Australia. Her passion and skill sets are eclectic, loving nothing more than when she is able to help clients specify and develop growth enabling corporate CX assets, interrogating data to create business insights and then developing, measuring and evaluating the resulting personalised & connected CX Loyalty ecosystems. In essence operating very effectively at the nexus of data, tech and communications. She likens her team as the glue between IT and marketing, speaking both languages fluently, and is reliably effective at breaking down company siloes to achieve positive tech and strategy outcomes.
Lucy leads the Customer & Loyalty Strategy team at Merkle, whilst working closely and managing all analytics projects with the Data Science and technology offerings.
An executive leader experienced in Marketing, Loyalty, Customer Experience, Data and Product. Nicola has worked with several iconic Kiwi brands in airline, retail, and finance delivering loyalty programmes of work across both B2C and B2B. From strategy, to inception, development and launch. Now the Chief Marketing & Product Officer for GoSee Travel, a division of Webjet Group, Nicola brings a perspective of strategy, growth, engagement, and optimisation to the Awards Judging. A firm believer in delivering value by being Customer led and delivery of relevancy in the value exchange, she is most excited about the enhancements in AI, data and digital and what this will bring to the customer experience..
Simon is a Partner with Ellipsis & Company, the loyalty experts and leads the soliutions and technology practice. He was VP Asia Pacific at Aimia and lead the New Zealand operation before joining Ellipsis.
Simon has 20 years of experience as a loyalty operator (at American Express, Woolworths Holdings and Diners Club) and as a consultant (KPMG Consulting). He’s also been an early member of customer-facing start-ups In The Bag (acquired by Woolworths South Africa) and Destiny (acquired by Verifone).
He believes customer loyalty isn’t everything but it’s way ahead of whatever’s in second place.
With over two decades of expertise in the fields of Loyalty and Customer Experience, Shawn stands as a resolute proponent of leveraging insightful methodologies to curate and deliver exceptional customer journeys across touchpoints.
Shawn’s professional journey spans beyond 20 years, commencing with his graduation in 1996, from University of Oregon, USA. In 2003, he embarked on a dedicated path in loyalty marketing, aligning himself with a specialized company in loyalty program services. Throughout his career, he has successfully launched and overseen the management of over 20 loyalty and digital marketing initiatives across diverse regions including Malaysia, Singapore, Indonesia, Thailand, and China, inclusive of collaborations with renowned Fortune 500 enterprises.
Spanning various industry verticals such as Telecommunications, Airlines, Oil and Gas, Retail, Media, Fast-Moving Consumer Goods (FMCG), Banking, and Insurance, Shawn’s engagement has encompassed multifaceted roles encompassing strategic planning, customer success, service delivery, management, research, and operational oversight for both coalition and private label loyalty programs within the region.
In 2011, he founded Interactive Rewards with a resolute mission: to bridge existing communication gaps within the industry by implementing an insight-driven, omni-channel, personalized, and journey-centric automated approach, thereby pioneering a new era of loyalty and customer engagement practices.
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