Laura Gonzalez is the Marketing Program Manager for Loyalty at Ferguson, where she leads the strategic development of the company’s rewards program, PRO Plus. She focuses on designing loyalty initiatives that drive incremental growth and deepen engagement with Ferguson’s most valuable trade customers. Laura partners closely with cross‑functional teams and external partners to translate customer insights into a stronger, more impactful loyalty strategy. Since joining Ferguson in 2015, Laura’s career has centered on building and strengthening customer relationships. She spent six years in experiential marketing, creating in‑person experiences that connected customers, associates, and vendor partners. During that time, she supported several major initiatives, including the relocation of Ferguson’s exhibit warehouse and the launch of the Trade Pro Roadshow experiential event series. In 2021, Laura transitioned into leading PRO Plus, where she oversees program strategy, campaign execution, and member engagement across digital, paid, and internal channels. Today, she develops the loyalty roadmap and helps shape the future of Ferguson’s B2B customer engagement strategy.

Sarah Kiehl is a marketing leader with nearly nine years of experience at Nestlé Purina PetCare, spanning brand marketing and loyalty innovation. She began her Purina career working across iconic brands including Beggin’ Dog Treats, Beneful, and Cat Chow, where she supported and led initiatives across product development and brand communications.

For the past three years, Sarah has been a key member of Purina’s New Business Models team, specializing in consumer and professional loyalty. She has played a central role in three major loyalty programs - Cat Chow MyPerks, myPurina consumer loyalty, and Pro Club professional loyalty - and currently serves as the Engagement & Retention Lead for myPurina and Pro Club, driving strategy and engagement across Purina’s ecosystem.

Prior to Purina, Sarah worked in brand marketing at Hallmark Cards and Spectrum Brands.

Sarah lives in St. Louis with her husband, two daughters, and two Goldendoodles.

With over 25 years of commercial leadership experience in the Animal Health and Vaccines sector, Jennifer Shook is an expert in enterprise P&L management, channel strategy, and complex corporate accounts. Currently serving as the Sr. Associate Director of the Loyalty and Programs team for Boehringer Ingelheim in the US, Jennifer is the chief architect behind the highly successful Vetsperity Rewards ecosystem.

A Certified Loyalty Expert™ (CPD Certification Service) with a certificate in Customer Loyalty: Strategy and Application from Kellogg Executive Education, Jennifer bridges the gap between rigorous commercial strategy and actionable customer loyalty. Drawing on a deep background in behavioral psychology, as well as being a certified DiSC trainer, she specializes in understanding the human elements of enterprise partnerships. By combining this behavioral insight with financial orchestration and agile alignment, Jennifer builds sustainable, customer-centric frameworks that drive measurable engagement across the veterinary industry.

Bradley Pierson is the Senior Manager of Global Loyalty Marketing at Resideo Technologies, where he leads the strategy and evolution of the Pro PERKS loyalty program. In this role, he focuses on improving the experience for contractors, dealers, and distributors by making the program easier to engage with while helping partners grow their businesses.

Brad brings a background in luxury retail, having held leadership roles with brands including Louis Vuitton, Neiman Marcus, and Saks Fifth Avenue. During this time, he led high-performing sales teams, managed multi-million-dollar businesses, and developed a strong foundation in customer experience and performance-driven growth. He has carried those principles into B2B loyalty, helping shape programs that are more intuitive, relevant, and valuable to the end user.

At Resideo, Brad plays a key role in leading global loyalty marketing efforts, evolving the Pro PERKS program based on customer feedback and partner needs. His work focuses on simplifying how customers engage with the program, improving overall marketing effectiveness, and identifying new ways to help partners operate more efficiently and grow their businesses.

Brad lives in Austin, Texas, and enjoys learning, technology, sports, and spending time with his wife and 9-year-old son.

Marquita Ferguson is the SVP, Preferred Rewards for Business program Integration at Bank of America.  The bank’s business loyalty and rewards program provides exclusive benefits for all Business members who deepen their relationship with the bank. Since 2021, Marquita has been responsible for managing the program’s lifecycle by developing the overall strategic roadmap and driving tactics to support the program’s core business objectives, while effectively integrating across multiple product lines such as Card, Savings, Deposits, Merchant, Payroll and beyond. She has led the strategic development and execution of several key campaigns, including the company’s annual PR Year End Summary personalized videos, while continuing to achieve recognition as a Loyalty360 industry leader in B2B rewards programs. In  2023, Marquita won the company’s most prestigious Pinnacle Award for her team’s innovative video production efforts in support of National Entrepreneur’s Day and has been working alongside her teammates to advance the program and continue building excellence in business loyalty for the future.

Digital marketing, eComm and loyalty leader with 20+ years’ experience at Domino's and Tropical Smoothie Cafe. At Tropical Smoothie, Melissa led Loyalty, CRM, 3PD and Digital Listings, growing loyalty by 50% in one year and leading MarTech strategy. She crafted promotions that drove the highest sales days in Tropical Smoothie’s history and drove the app to #1 in Food. At Domino’s, she oversaw one of the largest loyalty programs and implemented the some of the largest eCommerce A/B testing wins in the brand’s history. Melissa also led store tech, including the self-driving pizza delivery test, ordering & check-in kiosks and digital menu boards.

Emily Feldman is Senior Director of Loyalty & Member Experience at PetSmart, where she leads strategy for the Treats Rewards program, one of the largest loyalty programs in retail, serving more than 80 million members. Under her leadership, the program has evolved into a seamless omnichannel loyalty experience offering value, personalized engagement and deeper connection between the brand and pet parents across North America.

Emily specializes in building customer-centric loyalty strategies that drive engagement, fuel sustainable growth and strengthen brand affinity. She has led the transformation of PetSmart’s loyalty program into a more personalized, insight-driven ecosystem, with a strong focus on connecting digital, in-store, and associate-led interactions.

Prior to PetSmart, Emily was an Engagement Manager at L.E.K. Consulting, where she advised leading retail and consumer brands on growth strategy and transformation. She holds an MBA from MIT Sloan School of Management and dual bachelor’s degrees in Economics and English from the University of Chicago. Outside of work, Emily is a pet parent to dogs, fish, and a crested gecko – fueling her passion for creating meaningful experiences for pet parents and their pets.

Alex Arkhangelskaya is a Senior Product Manager at Firehouse Subs, part of Restaurant Brands International, where she leads growth and loyalty for the brand. In her role, she owns the Firehouse Subs loyalty program end to end, including offers, rewards, and challenges across mobile, web, and in-store channels, working cross-functionally with engineering, design, data, marketing, and guest care to drive member engagement and program performance. With over a decade of product management experience spanning DTC and QSR, Alex brings a cross-industry perspective shaped by roles at Birdy Grey, Rent the Runway, Warby Parker, and Wayfair, where she built products across ecommerce, supply chain, and customer experience. Alex earned a Bachelor of Science in Statistics from Carnegie Mellon University.

Jacob is a dynamic business leader and strategist specializing in media, technology, and telecommunications. At TELUS, he leads the teams responsible for content deals, consumer product strategy, and global partnerships. With a proven track record spanning corporate strategy, global deals and partnerships, and product commercialization, Jacob was the visionary for the newly refreshed and national TELUS Rewards loyalty program. Starting with a groundbreaking airline strategic alliance with WestJet, the refreshed TELUS Rewards program includes new partner perks and provides Canadians with more reasons and ways to join, maximizes engagement and value for members, and enhances customer retention.

PNC Team Involved with Video: 
 

• Alex Overstorm, EVP, Head of Retail
• Victoria Dravneek, SVP, Head of Loyalty Strategy and Platforms
• Alison Kobylarek, SVP, Client Experience and Program Management Lead
• Jasan Earnhart, Client Experience Management Lisa Kalberer, Organizational Change Consultant
• Kristin Frisini, Vice President, Learning & Talent Development Consultant,
• Sr. Rick Grove, Business and Experience Planning Specialist Senior

Emily Feldman is Senior Director of Loyalty & Member Experience at PetSmart, where she leads strategy for the Treats Rewards program, one of the largest loyalty programs in retail, serving more than 80 million members. Under her leadership, the program has evolved into a seamless omnichannel loyalty experience offering value, personalized engagement and deeper connection between the brand and pet parents across North America.

Emily specializes in building customer-centric loyalty strategies that drive engagement, fuel sustainable growth and strengthen brand affinity. She has led the transformation of PetSmart’s loyalty program into a more personalized, insight-driven ecosystem, with a strong focus on connecting digital, in-store, and associate-led interactions.

Prior to PetSmart, Emily was an Engagement Manager at L.E.K. Consulting, where she advised leading retail and consumer brands on growth strategy and transformation. She holds an MBA from MIT Sloan School of Management and dual bachelor’s degrees in Economics and English from the University of Chicago. Outside of work, Emily is a pet parent to dogs, fish, and a crested gecko – fueling her passion for creating meaningful experiences for pet parents and their pets.

With over 25 years of commercial leadership experience in the Animal Health and Vaccines sector, Jennifer Shook is an expert in enterprise P&L management, channel strategy, and complex corporate accounts. Currently serving as the Sr. Associate Director of the Loyalty and Programs team for Boehringer Ingelheim in the US, Jennifer is the chief architect behind the highly successful Vetsperity Rewards ecosystem.

A Certified Loyalty Expert™ (CPD Certification Service) with a certificate in Customer Loyalty: Strategy and Application from Kellogg Executive Education, Jennifer bridges the gap between rigorous commercial strategy and actionable customer loyalty. Drawing on a deep background in behavioral psychology, as well as being a certified DiSC trainer, she specializes in understanding the human elements of enterprise partnerships. By combining this behavioral insight with financial orchestration and agile alignment, Jennifer builds sustainable, customer-centric frameworks that drive measurable engagement across the veterinary industry.

Jessica Starnes is the Director of Loyalty at Weigel’s, where she leads one of the most successful convenience retail rewards programs in the country. With a sharp focus on customer engagement, data-driven strategy, and seamless digital experiences, Jessica has been instrumental in transforming loyalty from a transactional tool into a cornerstone of Weigel’s growth. Her impact hasn’t gone unnoticed—Jessica is a two-time Top Women in Convenience (TWIC) honoree, having earned both the Rising Star and Senior Level Leader awards. Most recently, she was named the 2025 Category Manager of the Year for Loyalty, a reflection of her ability to blend innovation with measurable business results. Under her leadership, Weigel’s has achieved record-breaking loyalty penetration and built high-impact programs like “100 Days of Summer” and exclusive NIL partnerships that emotionally connect with customers. From acquisition to retention, Jessica’s strategy is rooted in making every interaction meaningful—translating into stronger brand loyalty and increased customer frequency. Jessica’s cross-functional approach ensures loyalty touches every part of the business—from merchandising to marketing to operations. A trusted voice in the industry, she continues to set the standard for customer-first innovation while building scalable platforms that drive long-term growth. She is a Certified Loyalty Marketing Professional, holds a NACS Category Management Certification, and a Bachelor's degree from the University of Tennessee. 

Glenda Gabriel is an executive at Bank of America in the Employee Banking & Investing organization. She is the Head of Employee Financial Services. In this capacity, Glenda leads a comprehensive strategic effort to connect clients, employees and retirees with financial education, solutions, resources, and tools to help empower them to achieve their life priorities at every life stage. She is a certified Better Money Habits Ambassador.

Glenda is active in BAC Employee Networks. She has served on the Global Opportunity & Inclusion Council. Glenda acted as the Co-executive sponsor of LEAD for Women, and Special Advisor to BPG. She is a member of BELC/BPG, LEAD, I-GEN, LGBTQ + Pride and MSAG. Glenda is currently a Senior Leader Mentor for LEAD and HOLA, previously serving as a BPG Power of 10 Mentoring Program. She has also served as a mentor on the international basis as a part of the Cherie Blair Foundation helping to empower small business owners to grow and build their business and skills.

Externally, Glenda has served on numerous local and national boards, including serving as the former Chair of the Girl Scouts, Hornets’ Nest Council. Glenda has been recognized as one of the 50 Most Influential Women in Mecklenburg and an honoree by the Who’s Who in Black Charlotte. Glenda currently serves as the Vice Chair of NAMI Charlotte.

Glenda resides in Waxhaw with her husband, an attorney. She obtained her MBA and Bachelor of Science in Business Administration from the University of California, Berkeley.

As Head of Global Benefits, Kate works to provide competitive benefits that help make Bank of America a Great Place to Work while supporting the diverse needs of our teammates globally.  She is responsible for delivering physical, emotional, and financial benefits and wellness programs including healthcare plans and accounts, the Employee Assistance Program (EAP), time away, education benefits, the employee discount program and much more.   

Under Kate’s leadership, the company has implemented enhancements to numerous programs in response to market trends and employee needs. These include the expansion of family planning benefits, cancer support, menopause and midlife health support, virtual care offerings for dermatology and physical therapy, additional mental health support through increased onsite EAP counselors, health support through Well, Global Get Active! — the bank’s annual physical wellness challenge, and an increased International Parental Leave standard.  

Prior to this role, Kate led Life Event Services (LES), a team dedicated to supporting employees and their families during major life events by providing personalized connections to resources and benefits, leveraging experts inside and outside the company.   

Kate joined Bank of America in 2008 as part of a Human Resources development program. She has held HR generalist roles supporting the bank’s Risk, Compliance, Marketing, Legal, and Corporate Audit and Credit Review functions. Kate also previously served as the HR Executive for the Local Markets Organization and led the Market HR network across the U.S.   

Prior to joining Bank of America, Kate led a team of researchers at the Corporate Executive Board (now Gartner) managing cross-industry client relationships through customized research support and consultative insight on HR topics and issues.   

Kate graduated from Wake Forest University with a Bachelor of Arts degree in Communication and obtained her Master’s in Business Administration from George Washington University.  

Kate is a board member of the Alexander Youth Network, the ERISA Industry Committee and the American Benefits Council Policy Committee. She and her husband Ben reside in Charlotte, NC and have two sons, Matthew and Luke. 

Mindy DeRiggi is the Director of Credit at American Eagle Outfitters, where they specialize in the strategic intersection of consumer finance and brand loyalty. With over 20 years of experience in the retail marketing sector, Mindy is a seasoned leader dedicated to building long-term customer value through innovative, multi-channel engagement.

During an 11-year tenure at AEO, Mindy spent seven years leading the brand’s loyalty initiatives, notably overseeing the end-to-end development and successful transition of three distinct loyalty programs. For the past four years, Mindy has pivoted that deep loyalty expertise into the Credit space. In this role, they serve as the central architect of the credit portfolio, collaborating closely with Finance, Technology, Store Operations, and AEO’s issuer, Synchrony, to ensure a seamless and rewarding brand experience.

Prior to joining AEO, Mindy spent over a decade in marketing leadership at Dick’s Sporting Goods. This foundation in high-scale retail marketing has informed their career-long commitment to creating seamless, rewarding journeys for the customer. They are widely recognized by colleagues for their deep institutional knowledge, collaborative leadership style, and passion for the ever-evolving retail landscape.

Ryan recently joined Amtrak as Director of Loyalty & Co-Brand Partnerships, and is responsible for managing our Amtrak Guest Rewards Credit Card business. With over a decade in the card industry spanning multiple roles across marketing, strategy, corporate development, and partnerships, Ryan brings extensive experience operating at scale in the rewards card space. He is excited to grow the AGR Card portfolio and unlock its full potential to deliver differentiated experiences to our customers, providing them with even more reasons to love riding with Amtrak.

As Director, Loyalty, Byron is responsible for managing WestJet Rewards’ CoBrand Credit Card program as well as managing WestJet’s growing portfolio of non-air loyalty partnerships and products, including the recently launched WestJet Rewards eStore and WestJet Hotels platform.

Byron is a loyalty and finance professional with over 20 years of experience and an established knowledge of the airline industry and frequent flyer / loyalty programs.  Prior to joining WestJet, Byron previously served as Director, Loyalty Program Management at Aeroplan and Air Canada leading a team focused on the management and delivery of the Aeroplan loyalty products.  Prior to seeing the “Loyalty Light”, Byron practiced as a Chartered Accountant in both Australia and Canada.

Tommy Langhauser is the Director of Loyalty and Customer Intelligence at Frontier Airlines, where he leads initiatives focused on customer engagement, loyalty performance, and data‑driven decision‑making. Over his 11‑year tenure at Frontier Airlines, Tommy has been a key contributor to the success and evolution of Frontier's loyalty programs.

His experience spans multiple industries, including airlines, accounting, oil and gas, construction, and hospitality, with expertise in customer campaigns, financial analytics, budgeting and forecasting, revenue recognition, and customer experience improvement. Outside of work, Tommy enjoys spending time with his family and traveling to Vietnam.

Anil Mansukhani is a Product Marketing and Strategy executive with B2C and B2B industry experience in travel/hospitality, mobile digital media, wireless technology, consumer electronics, and financial services.  He leverages data-driven research and analytics to drive business plan development and profitable ROI growth strategies.  His primary focus has been in new product development and marketing strategy with additional emphasis on customer acquisition, analytics, and loyalty marketing.  Anil currently leads Loyalty Marketing on behalf of MGM Resorts where he is responsible for designing and executing marketing strategy, campaigns, events, and experiences to drive growth in member enrollment, acquisition, engagement, and retention for the recently launched MGM Rewards loyalty program.  He also leads business development and product management for MGM’s loyalty and financial partnerships. 
  
Prior to his time at MGM Resorts, Anil spent 20+ years at Fortune 500 companies such as Carnival Corporation, Sony Electronics, Qualcomm, and Discover Financial Services.  During this time, Anil held management positions in digital marketing, product management, new product development, revenue management, business development, digital transformation, customer experience, corporate strategy, and analytics.  Anil is a Chicago native, but now lives in Los Angeles with his wife and son.  

Sydney Boyd is a product leader focused on advancing the future of loyalty through AI-driven decisioning, personalization, and program optimization.

She is responsible for shaping and delivering next-generation capabilities within loyalty, with a focus on AI-powered offers, hyper-personalization, and intelligent program design. Sydney brings nearly six years of experience at Epsilon, where she has led the development of member engagement and enablement features, as well as strategic initiatives across gamification, influencer marketing, and emerging partner ecosystems. She draws on this experience to ensure that new innovations are grounded in real marketer needs and drive measurable business outcomes.

Outside of her role at Epsilon, Sydney is passionate about helping entertainers and creators better understand and activate their most loyal audiences. She applies data-driven strategies to uncover audience insights and power more meaningful fan engagement.

Sydney holds an MBA in Data Analytics and Strategy from Boston College.

Jay Hinman is the VP of Marketing at Vibes. He's a longtime marketing leader with extensive, cross-discipline management & team leadership experience in both start-up and large technology companies.

Bill Warshauer is the Chief Revenue Officer at Tillo, a global leader in digital gift card and branded currency technology. With over two decades of experience in the incentives and rewards industry, Bill is recognized as a transformational leader whose career is defined by innovation, measurable growth, and a passion for mentorship.

In 2025, Bill was honored with the Incentive Marketing Association’s (IMA) Lifetime Achievement Award, a prestigious recognition reserved for individuals who have profoundly shaped the industry through vision, leadership, and lasting impact.

Bill began his professional journey in 2003 with Parago, Inc., where he quickly distinguished himself as a top-performing sales producer before advancing to Vice President of Sales. Following Parago’s acquisition by Blackhawk Network in 2014, Bill played a pivotal role in leading the North American Incentives division through a period of record-breaking growth. Among his most celebrated achievements was the launch of Payments for Good, an award-winning initiative that opened a new industry vertical and generated over $3 billion in reward issuance.

Today at Tillo, Bill leads the company’s commercial strategy for the Americas, driving rapid expansion and record-setting performance. Within his first five months, Tillo achieved 120% year-over-year growth under his leadership—an outcome fueled by his commitment to connecting businesses with rewards that inspire loyalty and deliver measurable ROI. Bill also established Tillo’s Advisory Board, bringing together global industry leaders to foster collaboration, innovation, and the continued evolution of the incentives ecosystem.

Throughout his career, Bill has partnered with Fortune 500 companies across industries including telecom, healthcare, government, and technology—designing recognition and reward programs that enhance engagement and drive tangible business outcomes. His leadership philosophy, grounded in purpose, recognition, and continuous improvement, has made him a respected mentor and coach to emerging leaders in sales and incentive strategy.

As Tillo continues to redefine how the world connects through digital rewards, Bill remains at the forefront of this transformation—championing a mission to make branded currency more accessible, engaging, and effective for organizations worldwide.

Bill currently resides in Dallas, TX with his wife and three daughters. Outside of work, he enjoys playing golf, running, skiing, and rooting for the Mets.

Kiran leads Retail Marketing at Hightouch, where she focuses on how retailers can move beyond fragmented tools to actually control their customer data, decisions, and campaigns — using AI to drive everything from real-time personalization to paid media performance and campaign creation.
Previously, she led product and lifecycle marketing at Better Mortgage, where she saw firsthand how fragmented data and slow execution hold marketing teams back.

As the AVP of Kobie’s award-winning Customer Care Center, Danielle drives the optimization of loyalty-building customer experiences for our clients. With over 25 years of experience, she has spearheaded numerous customer experience transformations, creating scalable processes that result in exceptional consumer engagement.

Danielle is a certified Change Management Practitioner (CMP). Before joining Kobie, she led business process transformation and operational excellence at Catalina Marketing.

As Director of Customer Success, Eir leads the transformation of the Kobie’s Customer Care organization into a modern, digitally enabled loyalty engine. She is the architect of the KCC’s digital vision, overseeing Customer Success, QA/Training, and AI enablement. Her hallmark achievement is the Loyalty Coach, one of the first fully governed AI copilots in a loyalty contact center, deployed across nine programs in just 30 days with enterprise-grade controls for auditability and safety. 

Known for blending disciplined innovation with empathy, Eir empowers agents with tools that build confidence and precision while delivering clients transparent, measurable performance, setting a high bar for human-centered digital transformation.

 

 

Ryan Mitchell is Senior Director of Global Loyalty & Sponsorships at Hertz, where he leads loyalty strategy for Hertz, Dollar, and Thrifty—driving meaningful growth in member enrollment and revenue across all three brands. He also oversees Hertz’s portfolio of high‑profile sponsorships, including global motorsports with FIA WEC, facility naming rights, and endorsement relationships with iconic talent such as Tom Brady.

With more than 18 years of brand marketing experience, Ryan has built and scaled premium brands across restaurants, consumer packaged goods, and global travel. His career spans leadership roles with Ruth’s Chris Steak House, Kraft Foods, Miller Brewing, and Hertz, where he is known for creating strategic partnerships and memorable brand experiences that deliver measurable business impact.

Arnab Goswami is a seasoned leader in digital transformation, customer engagement, and loyalty, with over 24 years of experience across telecom, retail, and media. As Vice President of Customer Engagement & Partnerships at Deutsche Telekom AG, he leads group-wide initiatives and is the driving force behind “Magenta Moments,” the unique cross-border telco engagement program, successfully launched across nine countries in Europe.

Previously, Arnab built and scaled Etisalat’s “Smiles” platform into a major revenue-generating ecosystem. Known for combining strategic vision with execution excellence, he specializes in creating innovative engagement models that drive customer loyalty, unlock new revenue streams, and transform businesses at scale.

Beth Turnbull is the Senior Director of Event Marketing at the UFC, a position she has held for almost 15 years. She first joined the company in February 2002 as a Pay-Per-View marketing lead following several years of experience at Top Rank Boxing. As part of her role at UFC, Beth handles all of the advertising for US domestic live events, specifically as it relates to driving ticket sales, as well as targeted branding and marketing in cities that UFC is visiting. With over two decades of experience at UFC, Beth handles a wide range of various responsibilities, working with almost every department at the company. Under her leadership, UFC Fight Club was changed from a strictly fan orientated site to a complete loyalty and rewards benefit program. Outside of work, Beth has been with her husband Jeff for 25 years, and they spend their time bonding over their mutual love of all things sports and travel.

Kate Kasabian is the Senior Director of Integrated Marketing and Loyalty at Wyndham Hotels & Resorts, where she leads the strategy and execution behind Wyndham Rewards-ranked the #1 hotel loyalty program by USA Today. She is responsible for driving measurable growth in member acquisition, engagement, and direct bookings through innovative, data-driven marketing. Over her 10-year tenure, Kate has built and scaled a high-performing integrated marketing organization spanning Paid Media, Retail, Promotions, Guest Engagement, CRM, and end-to-end strategy. Her work is centered on creating seamless, insight-led experiences that convert travelers into loyal members and maximize long-term customer value. A strong advocate for talent development and cross-functional collaboration, Kate is known for building teams that deliver industry-leading initiatives and business impact. Her leadership continues to advance Wyndham's position as a leader in loyalty, delivering meaningful value to both members and the business. 

As Chief Commercial Officer, Reba is responsible for driving top-line revenue growth while creating new and innovative revenue streams. She oversees product, pricing, merchandising, revenue, retention, and partnerships. Previously, Reba was Chief of Staff and strategic advisor to the CEO. She joined ButcherBox in 2017 from Ernst & Young where she guided clients through change management and organizational design. She earned her B.S. in Accounting and Sociology from Boston College.   

Stephanie is Vice President, Global Direct-to-Consumer at MANSCAPED, where she has led the category creator’s rapid expansion into 40 countries and helped shape a brand that has redefined the men’s grooming category. Responsible for eCommerce, retention, customer experience, and international expansion, Stephanie builds and mentors high-performing, cross-functional teams that translate strategic vision into measurable commercial outcomes. She previously held roles at Golin, Revlon, and Sun Bum, leading global brand and market development initiatives. Stephanie brings deep expertise in scaling DTC businesses, omnichannel transformation, and building resilient teams that deliver results.

Tara Sterger is the Sr. Manager, Loyalty & Subscription at MANSCAPED®, where she has championed the voice of the customer for more than five years. In her role, Tara leads the strategy, development, and optimization of MANSCAPED® Members Only Rewards, the brand’s loyalty and subscription ecosystem – overseeing lifecycle initiatives, member engagement strategy, and program innovation designed to deepen relationships, increase lifetime value, and turn customers into long-term brand advocates. 

With more than 15 years of experience in the customer loyalty space, Tara brings a proven track record of building scalable programs that balance meaningful customer connection with measurable business growth. She is known for her ability to translate customer insights and behavioral data into impactful retention strategies, continuously refining the member experience through testing and personalization. Prior to MANSCAPED®, she served as Sr. Loyalty Marketing Manager at Road Runner Sports, where she helped evolve one of the retail industry's most established membership programs, driving retention, personalization, and omnichannel engagement.  

Jenna O'Connor, CLMPTM is Sr. Director, CRM & Loyalty at GNC where she leads the strategic vision and performance of the company's multi-tier, myGNC Rewards and GNC PRO Access programs, which deliver innovative ways for consumers to be inspired and rewarded for their engagement and loyalty to GNC. Additionally, she leads the company's Customer Lifecycle Marketing strategy, and owned customr channels, with a focus on driving customer retention, reactivation and revenue growth. Jenna has a genuine passion for leveraging data to create meaningful customer journeys that deliver long-term value and lifetime loyalty.

Brad Federman is the Founder and President of PerformancePoint LLC, a leading performance improvement company. With over 30 years of corporate experience, Brad is an international author, speaker, coach, and consultant dedicated to helping organizations build thriving cultures,  level up leadership, energize employees, and captivate customers. Brad has won several industry awards including: 2024 and 2025 Top 30 Global Gurus in Organizational Culture, Top Keynote Speakers You Must Follow to Change Your Life 2025 and the 2025 James House Williamson Award Recipient. He is an accomplished author with 4 published books, and numerous articles," His latest book “Never Delegate Again: Uncover the Secret to Growing Your Company, Your People and Yourself” with an introduction by Marshall Goldsmith is garnering much praise. Brad is a highly requested speaker at conferences worldwide and frequently featured in spaces and places such as Fortune, FOX Business and Forbes. He holds degrees from Vanderbilt University and the University of Maryland.  He also advises organizations such as CuesHub and has served on and led several charitable boards.

Don is Chief Global Consulting Officer at Capillary. Don leads Capillary's strategic program design practice, responsible for engineering solutions that balance compelling value propositions with enhanced member experiences and data-driven customer engagement. An avid theater aficionado, Don has a passion for presentation. That passion informs Don's marketing data analytics philosophy in favor of a dynamic storytelling model that brings numbers to life through contextualization and the generation of actionable insights. Don earned his Ph.D. in Political Science from Florida State University and spent 11 years teaching statistics and policy evaluation in academia. Prior to his 19 years in loyalty with Brierley and then Capillary, Don was a research director for Dallas County, in charge of database modeling, data mining, and program reporting. He has authored several journal articles and a full-length book.

As an actuary in the WTW Risk and Analytics practice, Ron provides consulting services involving most commercial property-casualty lines to a variety of insurance companies and self-insured organizations. Ron has 33 years of actuarial experience and has provided actuarial consulting services for the last 23 years. Ron provides reserve and pricing analyses spanning workers’ compensation, auto liability, general liability, hospital professional liability, product liability, garage liability, warranty, loyalty and garagekeepers liability.

Ron has completed predictive models spanning workers’ compensation, auto liability, and general liability. The models have focused on claim severity, litigation propensity, nurse case management resource allocation and claim adjuster assignment. The pricing and reserve studies analyzed food and beverage, manufacturing, retail, construction, and energy risks. He has been approved to provide captive loss reserve opinions by regulatory authorities in Vermont, Arizona, Montana, and Bermuda.

Ron earned his undergraduate degree in Mathematics with a minor in Statistics at Colorado State University in Fort Collins, CO.   Ron is a member of the American Academy of Actuaries and Casualty Actuarial Society.

  

Brad Federman is the Founder and President of PerformancePoint LLC, a leading performance improvement company. With over 30 years of corporate experience, Brad is an international author, speaker, coach, and consultant dedicated to helping organizations build thriving cultures,  level up leadership, energize employees, and captivate customers. Brad has won several industry awards including: 2024 and 2025 Top 30 Global Gurus in Organizational Culture, Top Keynote Speakers You Must Follow to Change Your Life 2025 and the 2025 James House Williamson Award Recipient. He is an accomplished author with 4 published books, and numerous articles," His latest book “Never Delegate Again: Uncover the Secret to Growing Your Company, Your People and Yourself” with an introduction by Marshall Goldsmith is garnering much praise. Brad is a highly requested speaker at conferences worldwide and frequently featured in spaces and places such as Fortune, FOX Business and Forbes. He holds degrees from Vanderbilt University and the University of Maryland.  He also advises organizations such as CuesHub and has served on and led several charitable boards.

With over 25 years of marketing experience in loyalty, brand strategy, and consumer insights, Denise leads Phaedon's strategy, experience, and research team. She has spearheaded industry-leading research initiatives, including "Humanizing Loyalty" and "Sparking Consumer Participation Through Shared Values and Beliefs." Her strategic guidance serves clients across travel, hospitality, retail, restaurant, health, and wellness industries. A recognized voice in the loyalty industry, Denise is a regular presence on conference stages and as a featured webinar guest, and leads a team known for pushing the boundaries of loyalty thinking.
 
Prior to Phaedon, Denise ran her own strategy consulting practice, served as director of strategy at Optum, and spent more than a decade in loyalty and brand planning roles at Carlson Marketing. She excels at uncovering insights and actionable strategies that enable organizations to build emotional loyalty with their audiences and drive business growth. 

JR focuses on creating engaging data-driven experiences for brands that customers love. His commitment to craft critical thought-out strategies allows him to perform complex customer analytics and to drive results with relevant data. He specializes in customer analytics, marketing communications and strategic planning.  
 
JR has close to 10 years of experience within the Loyalty Marketing industry and has extensive experience across retail, travel, entertainment, restaurants, and financial institutions. Some of the retail companies that he has worked with are, Warner Bros, PetSmart, Dillard’s, and Walgreens.

 

Yosef Peterseil is Co-Founder and COO of Blings, with more than 15 years of experience leading go-to-market efforts across marketing, consulting, and sales. A second-time founder, investor, and Wharton MBA, he brings a practical view on scaling new technology and turning it into real business impact.

His work has focused heavily on loyalty and customer experience, helping brands create more relevant and measurable customer journeys through personalized, interactive video. He has worked with brands including McDonald’s, Macy’s, and Live Nation on initiatives tied to engagement, retention, and lifecycle marketing.

As CEO of Loyalty360, Mark is committed to bringing loyalty to the forefront as a critical marketing strategy. To further this goal, he has created an unbiased, market-driven clearinghouse and think tank through which users and loyalty providers can interact and collaborate with. His finger on the pulse of what’s happening in loyalty, Mark is driven to give members the expert insight and guidance they need to develop strategies and implement programs that effectively engage their customers and employees and build stronger relationships with them.

Brad is the Vice President of the Hilton Honors Program leading the team that sets the strategy and vision for building the best loyalty program experience across all industries for our over 210M+ members in every corner of the world. He currently served on the Board of Advisors of Loyalty 360 and been contributing to that group since 2024.

He has extensive experience in loyalty program design, CRM, global business strategy, financial and economic analysis, innovation methodologies, business case creation, product development, visualization analytics, project management, and communication strategy. He is very passionate for the hospitality and travel industry and is always seeking innovative approaches to marketing and the loyalty industry. 
He has served in a management role with responsibilities for guiding 65+ team members over the past 10+ years (current team is 40+ team members). He has also authored several papers, including the "The Craft of Incentive Prize Design: Lessons from the Public Sector," and "The Value of Crowdsourcing: A Public Sector Guide to Harnessing the Crowd."

Alex Preece is the Co-Founder and CEO of Tillo, a global gift card network and API designed to simplify engagement and drive growth for brands and buyers. At the end of 2023, Alex relocated to Austin, Texas, to lead Tillo’s expansion in the U.S. market and strengthen the company’s global presence. Previously, Alex served in the British Army for six years, seeing active duty in both Bosnia and Iraq. He also founded the UK’s first daily deal business, which was later sold to Moneysupermarket.com, the world’s largest comparison website.

Having processed over $4.5 billion in gift cards to date, Tillo operates in 40 countries and across 25 currencies and is now a leading innovator in digital rewards and incentives globally.

 

 

 

SuAnn Carriero is a Rewards Executive at Bank of America and head of Loyalty and Rewards Program, Product and Channel Integration and Business Insights. In this role, she connects partner initiatives and develops business insights across Preferred Rewards, BankAmeriDeals®, the Travel Center, and Card Rewards Redemption, all designed to deepen client engagement, drive satisfaction, and increase retention and spend.

Prior to her current role, SuAnn served as Head of BankAmeriDeals, where she led the launch of a new, intuitive offers platform in partnership with a third‑party provider. This transformation significantly enhanced functionality, personalization, and the overall client experience, enabling clients to save seamlessly during everyday spending.

Earlier in her career, SuAnn led Quantitative Analytics teams, overseeing segmentation, investment, and rewards analytics. She supported the launch of the Preferred Rewards® program in 2014, leading the Quantitative Analytics team responsible for measuring client impact, optimizing benefits, and scaling the program successfully across the enterprise. Beyond Loyalty and Rewards, SuAnn has held leadership roles across several critical areas at Bank of America, including Business Intelligence, External Reporting, and Finance, and previously served as Chief Financial Officer for America’s Investment Banking business.

With more than 30 years at Bank of America and Merrill, SuAnn is deeply committed to associate development and employee engagement. Over the past five years, she has helped establish employee satisfaction initiatives focused on cross‑team collaboration and the sharing of best practices, reinforcing a culture of growth, inclusion, and high performance.

SuAnn has an MBA from Lehigh University and is a certified public accountant.

SuAnn resides in Scarborough, Maine, and loves to spend time outside hiking, skiing, paddleboarding, and biking.  She is also active in her community across various school and non-profit organizations.

Nicole Hulstein currently holds the role of Loyalty Marketing Manager for Food Lion, a grocery retailer that operates 1,108 grocery retail locations over 10 states. As Loyalty Marketing Manager, Nicole is responsible for ensuring that the strategy of Food Lion's Loyalty Program achieves the key performance indicators of a strong loyalty program while achieving the financial obligations for the organization. She serves as the key CRM owner of the email and push channels.

Nicole has worked in grocery retail for 19+ years in many capacities including procurement, financial analysis, merchandising, category management and her current passion - loyalty marketing! In the years of service, Nicole has led teams through innovative dynamic supply chain changes, system migrations, process changes and category management of a multi-million dollar business. She brings creativity and a curious mindset to the loyalty area of the business - traits that were paramount to the creation of a 3 year strategy plan to inform the future of Loyalty for Food Lion.

Nicole has a bachelor of science degree with a marketing concentration from Pfeiffer University. She has enjoyed many post graduate training and development opportunities including: Cornell University Food Management Program, Scotwork North America Advanced Negotiation Skills and Emerging Leaders Program at the University of Arizona.

Nicole brings creative high energy and optimism to address business opportunities and align teams on a go-forward process to achieve objectives. She has a keen understanding of the supply chain side of the organization and our customer which she brings into creating meaningful marketing materials which communicate the right message while driving strong financial performance.

Nicole has received several professional recognitions including "Produce Business Top 40 Under 40" (2020), Emerging Leader (2021) and Mentor in the Making (2022).

She resides in Kannapolis, NC with her husband (Kevin), children - Noah and Quinn. 

Amanda McMahan is a Sr. Insights Director at Chadwick Martin Bailey (CMB) who specializes in turning complex data into clear, actionable strategy for some of the world's most recognized brands — including American Express, Meta, Dell, Intel, Microsoft, and Netflix. With a background spanning market research, brand health, consumer journey, and growth and innovation, she brings a rare breadth of expertise that allows her to meet clients where they are, whether they're trying to understand their customers, break into new markets, or strengthen brand loyalty. Amanda has a knack for asking the right questions, connecting the dots across industries, and translating research into insights that actually move the needle. A Virginia Tech Hokie based in Blacksburg, VA, she balances her love of data with a love of adventure — whether that's exploring new trails, dusting off her roller derby quads for a skate night, or traveling with her two young sons.

Max Kenkel is the Sr. Customer Loyalty Solutions Manager at ITA Group, where he leads the Customer Solutions line and oversees the six essential components of successful loyalty programs—from strategy and data to rewards and execution. With more than a decade of experience across customer, channel, and employee loyalty, Max brings a pragmatic, data-first perspective to building programs that are both effective and defensible to stakeholders. He is a frequent voice on the role of data in decision-making, often emphasizing that while intuition has its place, results are easier to justify when backed by insight. Max regularly shares his expertise through industry podcasts, articles, and conference conversations focused on emotional loyalty and customer engagement. Outside of work, he plays bass in a pop punk band, explores national parks, and published his first book of poetry in 2023.

Sarah VanDerHart is the Customer Loyalty Insights and Strategy Leader at ITA Group, bringing more than 14 years of experience across B2B marketing strategy, experiential marketing, and marketing operations. She translates data-driven insights into results-oriented strategies that align with market trends and build emotional connections between customers and brands. As a leader of award-winning marketing teams, Sarah is known for her ability to turn complex insights into clear, actionable direction that drives growth and loyalty. She holds a degree from Iowa State University and is based in West Des Moines, Iowa. Outside of work, you’ll find her hosting gatherings with friends, running around with her husband and two daughters, or cheering on the Iowa State Cyclones.

Jacob is a dynamic business leader and strategist specializing in media, technology, and telecommunications. At TELUS, he leads the teams responsible for content deals, consumer product strategy, and global partnerships. With a proven track record spanning corporate strategy, global deals and partnerships, and product commercialization, Jacob was the visionary for the newly refreshed and national TELUS Rewards loyalty program. Starting with a groundbreaking airline strategic alliance with WestJet, the refreshed TELUS Rewards program includes new partner perks and provides Canadians with more reasons and ways to join, maximizes engagement and value for members, and enhances customer retention.

As CEO of Loyalty360, Mark is committed to bringing loyalty to the forefront as a critical marketing strategy. To further this goal, he has created an unbiased, market-driven clearinghouse and think tank through which users and loyalty providers can interact and collaborate with. His finger on the pulse of what’s happening in loyalty, Mark is driven to give members the expert insight and guidance they need to develop strategies and implement programs that effectively engage their customers and employees and build stronger relationships with them.

Arnab Goswami is a seasoned leader in digital transformation, customer engagement, and loyalty, with over 24 years of experience across telecom, retail, and media. As Vice President of Customer Engagement & Partnerships at Deutsche Telekom AG, he leads group-wide initiatives and is the driving force behind “Magenta Moments,” the unique cross-border telco engagement program, successfully launched across nine countries in Europe.

Previously, Arnab built and scaled Etisalat’s “Smiles” platform into a major revenue-generating ecosystem. Known for combining strategic vision with execution excellence, he specializes in creating innovative engagement models that drive customer loyalty, unlock new revenue streams, and transform businesses at scale.

Kevin is a finance professional with over 15 years of experience in the Consumer and Small Business banking space. His previous experiences include a range of roles from building digital products, managing marketing campaigns, launching internal innovation strategies, creating new product strategies, and delivering loyalty and rewards to customers.

Currently at Bank of America, Kevin is the new lead for BankAmeriDeals, a program that offers cash back, discounts, and coupons to millions of Bank of America debit card and credit card customers. In addition, he leads strategic partnership development with select brands on the platform.

Tosan Joe is a Partnerships Manager at Petro-Canada, where she stewards the loyalty relationship with The Royal Bank of Canada (RBC).

She holds a degree in Mass Communication and is a Certified Business Analyst, with over 16 years of experience across advertising and the Oil and Gas industry. A goal-oriented and customer-centric loyalty professional, Tosan is skillful in relationship management and customer engagement, playing a key role in advancing partnership transformation, driving strategic alignment and incremental program growth.
Outside of work, Tosan enjoys traveling and spending quality time with her family.

Blake Thomas is the Lead Director of the Loyalty & Recognition team at USAA.  After joining USAA 3 years ago, Blake's role has been focused on developing and leading loyalty-related initiatives including the membership benefits experience, credit score monitoring, member recognition, and the development of an association-wide loyalty program.

Prior to USAA, Blake worked in consumer banking Strategy for 9 years at Truist and Bank of America. While at Truist he led a Strategy and Competitive Intelligence team supporting segmentation strategies, Client Lifetime Value, strategic planning, and the BB&T/Suntrust Merger.

Blake has an MBA from Wake Forest University and a BS in Management and Accounting from Purdue University. Outside of work, he loves spending time on Lake Norman with his wife Ginna and son Harvey. Growing up outside Detroit, Michigan he is also an avid Red Wings & Lions fan. 

Thomas Pallini oversees JetBlue’s customer engagement through the TrueBlue loyalty program, focusing on designing and optimizing initiatives that bring excitement to loyalty while driving sustainable growth for the airline.

Recent TrueBlue initiatives under Thomas’ direction include 25 for 25, the Passport Partner Promotion and TrueBlue Subscriptions. Understanding how loyalty programs can influence behavior - rational and irrational - while still delivering measurable business impact are Thomas’ specialty. He is particularly interested in the evolving role of gamification and personalization in building modern loyalty ecosystems.

Mari Prats is a digital marketing leader with experience spanning influencer marketing, content strategy, innovation, paid media, eCommerce, and gamification. She has worked across a diverse range of industries, including beauty, technology, and QSR, bringing a cross-functional and consumer-first perspective to growth.

Currently at Burger King, Mari leads growth and innovation initiatives, driving new guest acquisition through strategic partnerships while enhancing engagement and loyalty through gamification. Her work has contributed to meaningful sales impact by attracting and retaining some of Burger King’s most loyal customers.

Macy McClintock is a Senior Analyst on the Burger King Digital Marketing team, where she executes the creative, strategic, and technical implementation of BK’s CRM program—transforming Guest insights into engaging, brand-forward experiences. Previously on Burger King’s social team, Macy brings a strong understanding of brand voice and cultural relevance to CRM, ensuring that personalized communications feel timely, authentic, and distinctly BK. She is especially passionate about evolving loyalty beyond transactions and creating meaningful touchpoints that foster genuine, memorable connections between BK and its Guests.

Audra Askins is Associate Vice President of Marketing at Victoria’s Secret & Co., where she played a key role in launching the enterprise-wide omni-channel loyalty program that drove significant incremental revenue, increased customer spend, and improved retention, earning recognition from L360 for its CX design in 2023. She built and operationalized the program’s growth framework, including a strategic technology roadmap and governance of key vendor partnerships, while accelerating initiatives such as subscription services, alternative payment options, and the transition to a co-branded credit offering. A champion of data transformation, she has unified data sources, standardized taxonomy, and implemented business intelligence tools to drive insights and performance.

Audra’s career blends strategic vision with operational excellence to drive transformational initiatives across retail and supply chain organizations. Known for solving complex business challenges, fostering innovation, and inspiring high-performing teams, she consistently delivers measurable results through collaborative leadership and a focus on continuous improvement.

Previously, as Director of Business Planning & Operations, she developed strategic roadmaps to support long-term growth, led technology capital planning across multiple business units, and drove cross-functional alignment across customer experience, retail store channels, and real estate. Earlier in her career, she led operations and analytics initiatives supporting global expansion and agile supply chains.

Audra holds a bachelor’s degree in supply chain & marketing from The Ohio State University Fisher College of Business. Outside of work, she enjoys being a baseball mom, family travel, and volunteering in her local Ohio community.

Brittany Trangsrud is the External Communications Manager at Great Clips, where she leads public relations, social media, influencer partnerships, and guest services for the world’s largest salon brand. With more than a decade of experience across agency and in-house roles, she specializes in integrated communications strategies that drive engagement, strengthen brand reputation, and support business growth. 

She has led strategic communications​ initiatives for brands across retail, franchising, CPG, and hospitality. Brittany holds a Master of Arts in Strategic Communication from the University of Minnesota and a bachelor's degree in public relations and marketing from the University of Wisconsin–Eau Claire. 

Tommy Langhauser is the Director of Loyalty and Customer Intelligence at Frontier Airlines, where he leads initiatives focused on customer engagement, loyalty performance, and data‑driven decision‑making. Over his 11‑year tenure at Frontier Airlines, Tommy has been a key contributor to the success and evolution of Frontier's loyalty programs.

His experience spans multiple industries, including airlines, accounting, oil and gas, construction, and hospitality, with expertise in customer campaigns, financial analytics, budgeting and forecasting, revenue recognition, and customer experience improvement. Outside of work, Tommy enjoys spending time with his family and traveling to Vietnam.

Aanchal Agarwal is a hospitality and loyalty strategist with over eight years of experience designing, evolving, and scaling customer loyalty programs in the hotel industry. Her work spans loyalty program strategy, elite benefit design, member engagement, and co-brand credit card partnerships. Known for blending customer insights with commercial rigor, Aanchal has led complex, cross-functional initiatives that strengthen loyalty, elevate the guest experience, and drive long-term value for both members and partners. Prior to her current role, she held loyalty strategy positions at Choice Hotels, where she focused on program growth, elite benefits, and member experience improvements. Aanchal is passionate about building loyalty ecosystems that are relevant, flexible, and grounded in real customer behavior.

Derek Hagman is a customer loyalty strategist and data-driven marketer with experience helping major consumer brands deepen member relationships and drive lifetime value. As Director of Loyalty Member Experience at MGM Resorts International, he strategizes for the MGM Rewards program — one of the largest loyalty programs in the hospitality and gaming industry — translating member insights into initiatives that have achieved record-high satisfaction scores.

Before joining MGM, Derek spent eight years at Regal Cinemas spearheading the analytics behind the relaunch of its 10-million-member Crown Club and the rollout of the Regal Unlimited subscription program. His expertise spans loyalty program design, voice-of-the-customer research, and cross-functional leadership.

Derek holds an MBA in Marketing and Finance from the University of Tennessee and a BS in Telecommunications from the University of Florida. He is a Loyalty360 member and was awarded as a Knox News 40 Under 40 honoree.

Anil Mansukhani is a Product Marketing and Strategy executive with B2C and B2B industry experience in travel/hospitality, mobile digital media, wireless technology, consumer electronics, and financial services.  He leverages data-driven research and analytics to drive business plan development and profitable ROI growth strategies.  His primary focus has been in new product development and marketing strategy with additional emphasis on customer acquisition, analytics, and loyalty marketing.  Anil currently leads Loyalty Marketing on behalf of MGM Resorts where he is responsible for designing and executing marketing strategy, campaigns, events, and experiences to drive growth in member enrollment, acquisition, engagement, and retention for the recently launched MGM Rewards loyalty program.  He also leads business development and product management for MGM’s loyalty and financial partnerships. 
  
Prior to his time at MGM Resorts, Anil spent 20+ years at Fortune 500 companies such as Carnival Corporation, Sony Electronics, Qualcomm, and Discover Financial Services.  During this time, Anil held management positions in digital marketing, product management, new product development, revenue management, business development, digital transformation, customer experience, corporate strategy, and analytics.  Anil is a Chicago native, but now lives in Los Angeles with his wife and son.  

Digital marketing, eComm and loyalty leader with 20+ years’ experience at Domino's and Tropical Smoothie Cafe. At Tropical Smoothie, Melissa led Loyalty, CRM, 3PD and Digital Listings, growing loyalty by 50% in one year and leading MarTech strategy. She crafted promotions that drove the highest sales days in Tropical Smoothie’s history and drove the app to #1 in Food. At Domino’s, she oversaw one of the largest loyalty programs and implemented the some of the largest eCommerce A/B testing wins in the brand’s history. Melissa also led store tech, including the self-driving pizza delivery test, ordering & check-in kiosks and digital menu boards.

Jenn McMillen is a nationally known loyalty and CRM expert, a Certified Loyalty Marketing Professional (CLMP), and currently VP of guest loyalty & insights for Nothing Bundt Cakes. She’s also the founder of Incendio, a consulting firm that helps companies build and fix their loyalty and CRM programs. Notable clients include Chipotle, GNC, PetSmart, Dave & Buster’s, and NASCAR, to name a few.

Prior to founding Incendio 10 years ago, Ms. McMillen served as VP CRM & Analytics at Michaels Arts and Crafts. Before Michaels, she spent five years at GameStop as VP Loyalty, where she created and launched GameStop’s PowerUp Rewards program, which changed GameStop’s entire approach to marketing. Jenn is a loyalty OG who built & launched Blockbuster Rewards in 1998, one of the first non-travel loyalty programs to hit the mainstream.

She has been recognized with multiple major industry awards for her work in increasing topline revenue for Fortune 500 companies and sits on several professional boards. Plus, she’s a member of more than 100 loyalty programs.

Katheryn Milligan is a Sr. Analyst on the Digital Marketing team at Restaurant Brands International, where she helps transform customer data into meaningful connections. She supports loyalty strategy and personalization for Burger King U.S., developing targeted campaigns and engagement moments that boost retention, drive visit frequency, and generate incremental revenue.

With a focus on data‑driven decision‑making, Katheryn supports the growth of a strong test‑and‑learn culture—continually refining performance and building on what’s already working. She is especially passionate about evolving loyalty beyond transactions, creating experiences that foster genuine, emotional connections between brands and their customers.

Andrea Navarro leads customer engagement for Burger King’s Royal Perks program across lifecycle marketing and digital channels. With nearly a decade of experience spanning retail and QSR, she focuses on building CRM programs that drive customer frequency, retention, and long-term value.  

At Burger King, Andrea has played a key role in redesigning the Royal Perks program – strengthening its structure and enabling more targeted, data-driven engagement over time. Her work has helped shape how the brand approaches loyalty and CRM, leveraging segmentation and journey orchestration to create more relevant customer experiences.  

Jack Kelly is a Product Management Executive at Bank of America, serving as Head of BofA Rewards Strategy. He is responsible for driving the long-term growth, performance, and client experience of the BofA Rewards and Preferred Rewards for Business programs, including benefits such as Lifestyle Benefits, Subscription Credits, Exclusive Deals, and Fraud & ID Monitoring. Jack joined Bank of America in 2022 within the Product Innovation group, where he led the launch of SafeBalance for Family Banking in 2024. Prior to Bank of America, Jack spent several years at Citibank in the consumer business, holding roles across Digital Acquisition, Innovation, and MarTech Delivery. A proud New Yorker, Jack works in Bryant Park location and resides in Westchester

As the Vice President of Marketing + Branding at Chatters, Lindsay Lorimer-Stewart leads omni-channel marketing across a national network of 115+ salon/retail locations and ECommerce.

She recently led the launch of Chatters Rewards, the company’s omni-channel loyalty program, alongside its customer-facing mobile app, advancing a more connected, personalized approach to customer engagement and retention.

With over 20 years of experience across retail, beauty, and agency environments, Lindsay is recognized for building and driving teams that deliver high-impact marketing strategies that connect brand, data, and customer experience, driving loyalty, engagement, and sustained business growth.

Georgia Sapounas is Vice President of Digital Products and Innovation for the Cleveland Cavaliers and Rock Entertainment Group, where she leads strategy across fan experience, digital platforms, growth marketing, and next-generation loyalty.

She is the architect behind Cavs Rewards, a first-of-its-kind loyalty platform in professional sports that connects everyday fan behavior to partner ecosystems and team experiences. Built on secure card-linking technology, the program is transforming loyalty into a year-round engagement and revenue platform for the organization.

Previously, she led digital platforms, content, data strategy, and digital partnerships for Team Canada across three Olympic Games, including the creation of the Canadian Olympic Club, one of the earliest national fan identity and rewards platforms in sport, which grew to nearly half a million registered members in its first three years.

Across both Team Canada and the Cavaliers, her work focuses on building scalable systems that strengthen direct relationships between teams, partners, and fans.

Before her career in digital innovation, she spent nearly a decade competing on the Canadian National Team, where she became a four-time National Champion and World Bronze Medalist.

Lynsey White is the Director of Integrated Marketing at World Travel Holdings, where she leads cross-channel marketing strategy across a portfolio of leading cruise brands including Cruises.com and Cheap Cruises. With a strong focus on customer engagement, loyalty, and performance-driven growth, Lynsey specializes in building integrated campaigns that connect brand, content, and conversion.

Glynis is a seasoned loyalty and member experience leader with over a decade of experience designing, launching, and optimizing rewards programs within the financial services industry. She currently serves as the VP - Loyalty Product Manager at North Carolina State Employees’ Credit Union where she leads the strategy, implementation, and ongoing evolution of their credit card rewards program, including both points- and cash-based ecosystems. She brings a wealth of loyalty experience from her past positions at American Express. Glynis is passionate about helping NCSECU evolve the rewards programs to stay competitive in an ever-changing landscape.

Todd Parrish is the AEVP of Card Service with responsibilities for Card Strategy, Operations, and Compliance. He has 15 years in the finance industry to include Capital One, First Citizens, and now NCSECU for the past five years. Todd enjoys pursuing new challenges to help associates grow, expand the organization’s knowledge, and provide new products and experiences to help NCSECU’s members and employees achieve their financial and career goals. NCSECU’s focus on people helping people aligns with the values he garnered previously in the United States Army. In the end, he wants to provide card products which delight our members to create loyalty throughout their lifelong financial journey.

Kelsey Ferguson is the Loyalty Program Manager at Petro-Canada, accountable for accelerating growth across the Petro-Points and Platinum Status programs. A designated Chartered Professional Accountant (CPA), she brings 19 years of experience at Suncor, where she built deep expertise in Business Planning & Analysis and became known for elevating quality, strengthening governance, and driving continuous improvement. 

She sets the strategic direction for Petro-Points and leads cross-functional initiatives that deliver against our growth strategy—sharpening program performance, prioritizing the highest-value opportunities, and translating insights into action. With a tenacious, growth-minded, and highly collaborative leadership style, Kelsey aligns stakeholders, removes roadblocks, and drives measurable outcomes that strengthen the business and improve the customer experience. 

Outside of work, Kelsey can often be found at the rink—coaching her daughter’s hockey team. 

Enna Allen is Senior Vice President of Marketing at Simon, where she oversees Retailer, B2B, and Integrated Marketing across a portfolio of 200+ shopping destinations spanning Malls, Mills, and Premium Outlets.

Since joining Simon in 2017, Allen has led several high-impact initiatives. She helped launch Simon Search, a digital tool that enables shoppers to browse real-time inventory across multiple retailers within a Simon center, bridging online discovery with in-person shopping. Most recently, she was part of the core leadership team behind the development of Simon+, Simon’s new omnichannel loyalty program built for today’s modern shopper. Simon+ offers cash back, points, and exclusive perks for purchases made in-center and online, driving traffic, repeat visits, and customer acquisition while deepening engagement with Simon’s retailers and brand partners.

Allen is a forward-thinking marketing leader with over two decades of experience in the retail real estate industry. She brings a strategic, consumer-centric approach to brand positioning, digital engagement, content innovation, and experiential marketing. Prior to joining Simon, she held marketing leadership roles with Howard Hughes and Westfield.

She holds a B.A. in History from York University and an M.B.A. from DePaul’s Kellstadt Graduate School of Business.

Kevin is a finance professional with over 15 years of experience in the Consumer and Small Business banking space. His previous experiences include a range of roles from building digital products, managing marketing campaigns, launching internal innovation strategies, creating new product strategies, and delivering loyalty and rewards to customers.

Currently at Bank of America, Kevin is the new lead for BankAmeriDeals, a program that offers cash back, discounts, and coupons to millions of Bank of America debit card and credit card customers. In addition, he leads strategic partnership development with select brands on the platform.

SuAnn Carriero is a Rewards Executive at Bank of America and head of Loyalty and Rewards Program, Product and Channel Integration and Business Insights. In this role, she connects partner initiatives and develops business insights across Preferred Rewards, BankAmeriDeals®, the Travel Center, and Card Rewards Redemption, all designed to deepen client engagement, drive satisfaction, and increase retention and spend.

Prior to her current role, SuAnn served as Head of BankAmeriDeals, where she led the launch of a new, intuitive offers platform in partnership with a third‑party provider. This transformation significantly enhanced functionality, personalization, and the overall client experience, enabling clients to save seamlessly during everyday spending.

Earlier in her career, SuAnn led Quantitative Analytics teams, overseeing segmentation, investment, and rewards analytics. She supported the launch of the Preferred Rewards® program in 2014, leading the Quantitative Analytics team responsible for measuring client impact, optimizing benefits, and scaling the program successfully across the enterprise. Beyond Loyalty and Rewards, SuAnn has held leadership roles across several critical areas at Bank of America, including Business Intelligence, External Reporting, and Finance, and previously served as Chief Financial Officer for America’s Investment Banking business.

With more than 30 years at Bank of America and Merrill, SuAnn is deeply committed to associate development and employee engagement. Over the past five years, she has helped establish employee satisfaction initiatives focused on cross‑team collaboration and the sharing of best practices, reinforcing a culture of growth, inclusion, and high performance.

SuAnn has an MBA from Lehigh University and is a certified public accountant.

SuAnn resides in Scarborough, Maine, and loves to spend time outside hiking, skiing, paddleboarding, and biking.  She is also active in her community across various school and non-profit organizations.

 John H. O’Dell is Senior Director of Marketing & Sales at The Cleveland Orchestra. He is a strategist and marketing innovator with more than twenty years of experience helping arts and cultural organizations connect with audiences. He blends creative storytelling with data-driven decision making to optimize revenue, build audience loyalty, and expand reach. Recognized for combining rigor, creativity, and vision, he brings a cross-disciplinary perspective that helps institutions translate strategy into meaningful and sustained cultural impact.

Audra Askins is Associate Vice President of Marketing at Victoria’s Secret & Co., where she played a key role in launching the enterprise-wide omni-channel loyalty program that drove significant incremental revenue, increased customer spend, and improved retention, earning recognition from L360 for its CX design in 2023. She built and operationalized the program’s growth framework, including a strategic technology roadmap and governance of key vendor partnerships, while accelerating initiatives such as subscription services, alternative payment options, and the transition to a co-branded credit offering. A champion of data transformation, she has unified data sources, standardized taxonomy, and implemented business intelligence tools to drive insights and performance.

Audra’s career blends strategic vision with operational excellence to drive transformational initiatives across retail and supply chain organizations. Known for solving complex business challenges, fostering innovation, and inspiring high-performing teams, she consistently delivers measurable results through collaborative leadership and a focus on continuous improvement.

Previously, as Director of Business Planning & Operations, she developed strategic roadmaps to support long-term growth, led technology capital planning across multiple business units, and drove cross-functional alignment across customer experience, retail store channels, and real estate. Earlier in her career, she led operations and analytics initiatives supporting global expansion and agile supply chains.

Audra holds a bachelor’s degree in supply chain & marketing from The Ohio State University Fisher College of Business. Outside of work, she enjoys being a baseball mom, family travel, and volunteering in her local Ohio community.

Jack Hodges is Senior Manager, Loyalty Performance & Commercial Strategy at Choice Hotels International, where he leads work across loyalty strategy, program design, and currency management for Choice Privileges, a global program with over 70 million members across 7,000+ hotels worldwide. His focus includes shaping program design and benefits, informing rewards pricing and currency economics, and partnering across Choice to drive measurable outcomes for members, owners, and the enterprise. With a background in hotel operations, he brings a practical perspective and aims to connect enterprise strategy with on-property execution.

Sarah Kiehl is a marketing leader with nearly nine years of experience at Nestlé Purina PetCare, spanning brand marketing and loyalty innovation. She began her Purina career working across iconic brands including Beggin’ Dog Treats, Beneful, and Cat Chow, where she supported and led initiatives across product development and brand communications.

For the past three years, Sarah has been a key member of Purina’s New Business Models team, specializing in consumer and professional loyalty. She has played a central role in three major loyalty programs - Cat Chow MyPerks, myPurina consumer loyalty, and Pro Club professional loyalty - and currently serves as the Engagement & Retention Lead for myPurina and Pro Club, driving strategy and engagement across Purina’s ecosystem.

Prior to Purina, Sarah worked in brand marketing at Hallmark Cards and Spectrum Brands.

Sarah lives in St. Louis with her husband, two daughters, and two goldendoodles.

Kit Leitner is a high-impact collaborator who builds bridges across teams, connects people and ideas, and facilitates alignment to move work forward while staying grounded in the needs of the consumer.

With four years’ experience at Nestle Purina Petcare, she spent her first two years redesigning and facilitating cross-functional ideation sessions in Purina’s Innovation Center, LAB9. Her passion for putting the consumer first eventually led her to the New Business Models team, where Purina challenges themselves to meet consumer needs ‘beyond the bag.’ Her past couple of years have been dedicated to standing up the myPurina app and loyalty program, with an emphasis on business opportunity discovery.

Kit lives in St. Louis with her fiancé, dog, and cat.

Diana Arceo is the CRM & Loyalty Sr. Manager at Chipotle Mexican Grill, where she drives data-driven strategies to boost customer engagement and innovation. In addition to leading the strategy and execution of the Chipotle Rewards program, Diana focuses on lifecycle marketing, designing personalized customer journeys that drive growth, engagement, and retention across channels. With over 8 years of experience in loyalty and marketing, including key roles at American Express, Diana brings a proven track record of building impactful, customer-first programs that deliver measurable results.

Sarah Frisz is a Loyalty Strategy & Digital Innovation Manager at Taco Bell, where she helps lead the evolution of Taco Bell Rewards—driving member growth, engagement, and long‑term value. She has played a key role in launching and scaling fan‑favorite loyalty initiatives including Taco Lover’s Pass and Tuesday Drops, which have driven acquisition, frequency, and cultural relevance for the brand.

With experience across loyalty, digital engagement, and growth marketing, Sarah’s background spans leadership roles in QSR, Ecommerce, and membership‑based platforms. Today, she is focused on loyalty innovation, building new platforms, reward mechanics, and experiences that expand what loyalty can be beyond points and discounts—blending creativity, data, and cross‑functional collaboration to deliver measurable business impact.

Alex Arkhangelskaya is a Senior Product Manager at Firehouse Subs, part of Restaurant Brands International, where she leads growth and loyalty for the brand. In her role, she owns the Firehouse Subs loyalty program end to end, including offers, rewards, and challenges across mobile, web, and in-store channels, working cross-functionally with engineering, design, data, marketing, and guest care to drive member engagement and program performance. With over a decade of product management experience spanning DTC and QSR, Alex brings a cross-industry perspective shaped by roles at Birdy Grey, Rent the Runway, Warby Parker, and Wayfair, where she built products across ecommerce, supply chain, and customer experience. Alex earned a Bachelor of Science in Statistics from Carnegie Mellon University.

Mostafa Boutajrit is the Vice President of Loyalty and CRM at Tao Group Hospitality, where he leads customer engagement, lifecycle marketing, and loyalty strategy across a global portfolio of premium hospitality and nightlife brands. He focuses on driving guest retention, increasing lifetime value, and building data-driven, personalized experiences that elevate the end-to-end customer journey, including leveraging propensity-based predictive AI to better anticipate customer behavior and optimize engagement.

With over 15 years of experience in loyalty and CRM, Mostafa has a strong track record of scaling high-impact programs and delivering measurable business results. Prior to Tao Group, he spent more than a decade at Caesars Entertainment, most recently as Vice President of Customer Loyalty, where he helped evolve one of the most recognized loyalty programs in the industry.

At Loyalty 360, Mostafa is focused on sharing perspectives on modern loyalty design, digital transformation, and how brands can create meaningful, lasting relationships with their customers.

Justin Levy is the Senior Vice President of Marketing at Tao Group Hospitality, where he oversees marketing strategy across 35+ premier restaurant, nightlife, and daylife venues in New York City, while leading all marketing technology initiatives globally. His scope spans the full marketing stack: Rewards App development, loyalty program strategy, CRM, ticketing, web, digital, social media, and digital advertising, positioning him at the intersection of creative vision and technical execution.

With nearly 16 years at Tao Group, Justin is one of the longest tenured executives at the company and has been a driving force in keeping Tao Group Hospitality at the forefront of innovative marketing and creative thinking in the hospitality industry, consistently pushing the boundaries of what guest engagement looks like at the intersection of culture, nightlife, and dining. Most notably, he conceived and built the Tao Group Rewards program from the ground up, leading its development, design, and growth over the past 3.5 years into a cornerstone of the brand's guest retention and loyalty strategy.

 Ryan Mitchell is Senior Director of Global Loyalty & Sponsorships at Hertz, where he leads loyalty strategy for Hertz, Dollar, and Thrifty—driving meaningful growth in member enrollment and revenue across all three brands. He also oversees Hertz’s portfolio of high‑profile sponsorships, including global motorsports with FIA WEC, facility naming rights, and endorsement relationships with iconic talent such as Tom Brady.

With more than 18 years of brand marketing experience, Ryan has built and scaled premium brands across restaurants, consumer packaged goods, and global travel. His career spans leadership roles with Ruth’s Chris Steak House, Kraft Foods, Miller Brewing, and Hertz, where he is known for creating strategic partnerships and memorable brand experiences that deliver measurable business impact.

Richa Gupta is a senior loyalty, digital product, and finance leader with 15+ years of experience building and scaling enterprise loyalty platforms, subscription businesses, and strategic partnerships for Fortune 100 retailers. She currently leads loyalty membership strategy and digital platform innovation at Albertsons Companies, with accountability for customer economics, engagement, and long-term CLV. Richa’s work sits at the intersection of product leadership, P&L ownership, and value creation—translating strategy into platforms that materially change customer behavior at scale.

Brandi Reiser is a global marketing leader with more than a decade of experience building high-impact loyalty programs that turn customers into passionate brand advocates. She has driven growth and engagement across some of the world’s most recognized travel and grocery brands, including SPG, Marriott Bonvoy, and for U.  At Albertsons Companies, Brandi is responsible for transforming customer data into actionable insights across loyalty platforms and product—driving program evolution, elevating the customer experience, and deepening long-term engagement.

Courtney Kociemba is a dynamic leader in customer strategy, lifecycle marketing, and digital engagement, currently serving as the Senior Director of Customer Strategy and Lifecycle Marketing at CAVA. With a wealth of experience driving marketing initiatives at top brands like Daily Harvest, Kendra Scott, Best Western, and PetSmart, she brings a deep understanding of how to leverage data and customer insights to build impactful loyalty programs and drive revenue.

 

Victoria Dravneek is senior vice president and director of Loyalty Strategy Platforms at PNC Bank. In this role, she is responsible for envisioning loyalty experiences that drive client retention and asset growth, including the new PNC TotalRewards experience. In addition, she is responsible for driving greater satisfaction and retention as well as deepening clients across PNC's retail, small business and private bank businesses. 

Prior to joining PNC in 2023 Dravneek spent the past decade leading Bank of America's loyalty efforts, including the development, strategy and engagement for their award-winning Preferred Rewards client-centric loyalty program; the first of its kind in the industry. Dravneek also led the BankAmeriDeals card-linked offer program, development of their Partner Rewards program, created Bank of America's My Rewards portal, introduced personalized video to the company and introduced personalized rewards insights via Bank of America's Erika virtual assistant platform. 

Dravneek also has a history leading payments innovation and execution, fraud strategy and developing personalization strategies. Prior to banking, she spent a decade in digital start-ups, developing business and digital strategies and content for a range of businesses, including Viacom, iVillage, Women.com and Honeywell. She also filed over 50 patents on the subjects of rewards, data usage, personalization, blockchain, virtual and augmented reality and more. 

She received Bachelor of Arts in English literature and a Bachelor of Science in economics from The King's College.

Justin has over 15 years of management consulting and business development experience specializing in customer-led organic growth, with a particular focus on loyalty strategy & design, partnerships strategy and customer-centric transformation.   

Justin is a Certified Loyalty Marketing ProfessionalTM and is a Principal Strategist at Bond Brand Loyalty. Throughout his career he has helped numerous large multi-national, multi-brand organizations educate executives on emerging loyalty & partnership trends and best practices, derive actionable insights from human-centered intelligence, identify and prioritize innovative growth opportunities, define and articulate future-proof strategies, design end-to-end loyalty programs and customer experiences, quantify incrementality and financial value pools, and align cross-functional stakeholders on critical decisions to catalyze large-scale transformation.  

His industry experience spans retail (apparel, beauty, QSR), mobility (airlines, rail, fuel), hospitality (hotels, restaurants), telecom, financial services, technology, healthcare & life sciences, CPG, lottery & gaming, and the public sector. 

Juliana Badovinac is an accomplished analytics and customer intelligence leader, specializing in using data to drive measurable growth across loyalty, CRM, and customer engagement. As Principal, Client Analytics at Bond, she partners with brands to transform complex customer data into actionable strategies that increase engagement, strengthen retention, and optimize customer lifetime value. 

Leveraging capabilities such as the Bond Data Lake and Bond Intelligence, Juliana focuses on unifying data, developing advanced segmentation and predictive models, and translating insights into real-world activation. With expertise in AI-powered personalization and data-driven decision-making, she has a track record of delivering scalable solutions that connect analytics to business outcomes.

Her approach integrates data, technology, and behavioral insight to ensure intelligence is not only generated, but applied to create meaningful and lasting customer relationships. 

Mostafa Boutajrit is the Vice President of Loyalty and CRM at Tao Group Hospitality, where he leads customer engagement, lifecycle marketing, and loyalty strategy across a global portfolio of premium hospitality and nightlife brands. He focuses on driving guest retention, increasing lifetime value, and building data-driven, personalized experiences that elevate the end-to-end customer journey, including leveraging propensity-based predictive AI to better anticipate customer behavior and optimize engagement.

With over 15 years of experience in loyalty and CRM, Mostafa has a strong track record of scaling high-impact programs and delivering measurable business results. Prior to Tao Group, he spent more than a decade at Caesars Entertainment, most recently as Vice President of Customer Loyalty, where he helped evolve one of the most recognized loyalty programs in the industry.

At Loyalty 360, Mostafa is focused on sharing perspectives on modern loyalty design, digital transformation, and how brands can create meaningful, lasting relationships with their customers.

Justin Levy is the Senior Vice President of Marketing at Tao Group Hospitality, where he oversees marketing strategy across 35+ premier restaurant, nightlife, and daylife venues in New York City, while leading all marketing technology initiatives globally. His scope spans the full marketing stack: Rewards App development, loyalty program strategy, CRM, ticketing, web, digital, social media, and digital advertising, positioning him at the intersection of creative vision and technical execution.

With nearly 16 years at Tao Group, Justin is one of the longest tenured executives at the company and has been a driving force in keeping Tao Group Hospitality at the forefront of innovative marketing and creative thinking in the hospitality industry, consistently pushing the boundaries of what guest engagement looks like at the intersection of culture, nightlife, and dining. Most notably, he conceived and built the Tao Group Rewards program from the ground up, leading its development, design, and growth over the past 3.5 years into a cornerstone of the brand's guest retention and loyalty strategy.

Anne Schultheis is a customer engagement and loyalty leader known for building high-impact programs that deepen customer relationships and drive measurable business growth. With experience leading digital engagement, CRM, loyalty, and lifecycle marketing initiatives for high-growth consumer brands, she specializes in turning customer data and behavior into personalized experiences across email, push, SMS, in-app messaging, eCommerce, and loyalty.
 
Over the course of her career, Anne has led the development of loyalty and martech ecosystems from the ground up, including launching integrated programs, defining segmentation strategies, and designing lifecycle journeys that strengthen retention and increase customer value. She is especially passionate about building new programs, modernizing customer engagement, and creating experiences that feel both strategic and human.

Anne brings a unique blend of strategic vision, operational leadership, and hands-on execution. Her work has included leading loyalty P&L strategy, standing up CRM and CDP capabilities, building gamified engagement programs, and partnering cross-functionally with product, engineering, analytics, finance, and operations teams to bring customer-first ideas to life. She is recognized for combining creativity with data-driven decision-making and for building programs that are both scalable and meaningful to customers.
 
Anne is a Certified Loyalty Marketing Professional through The Loyalty Academy and holds 16 Braze certifications, reflecting her deep expertise in modern customer engagement and lifecycle marketing.

Victoria Dravneek is senior vice president and director of Loyalty Strategy Platforms at PNC Bank. In this role, she is responsible for envisioning loyalty experiences that drive client retention and asset growth, including the new PNC TotalRewards experience. In addition, she is responsible for driving greater satisfaction and retention as well as deepening clients across PNC's retail, small business and private bank businesses. 

Prior to joining PNC in 2023 Dravneek spent the past decade leading Bank of America's loyalty efforts, including the development, strategy and engagement for their award-winning Preferred Rewards client-centric loyalty program; the first of its kind in the industry. Dravneek also led the BankAmeriDeals card-linked offer program, development of their Partner Rewards program, created Bank of America's My Rewards portal, introduced personalized video to the company and introduced personalized rewards insights via Bank of America's Erika virtual assistant platform. 

Dravneek also has a history leading payments innovation and execution, fraud strategy and developing personalization strategies. Prior to banking, she spent a decade in digital start-ups, developing business and digital strategies and content for a range of businesses, including Viacom, iVillage, Women.com and Honeywell. She also filed over 50 patents on the subjects of rewards, data usage, personalization, blockchain, virtual and augmented reality and more. 

She received Bachelor of Arts in English literature and a Bachelor of Science in economics from The King's College.

Jacob is a dynamic business leader and strategist specializing in media, technology, and telecommunications. At TELUS, he leads the teams responsible for content deals, consumer product strategy, and global partnerships. With a proven track record spanning corporate strategy, global deals and partnerships, and product commercialization, Jacob was the visionary for the newly refreshed and national TELUS Rewards loyalty program. Starting with a groundbreaking airline strategic alliance with WestJet, the refreshed TELUS Rewards program includes new partner perks and provides Canadians with more reasons and ways to join, maximizes engagement and value for members, and enhances customer retention.

Paulette McCann is a strategist supporting Progressive’s Loyalty Program, where she focuses on creating meaningful, long-term value for customers by providing education on program benefits, implementing changes and enhancements, and designing communications that encourage customer engagement. She also supports Progressive’s Perkshare program, collaborating with vendors to ensure partnerships are relevant and valuable to Progressive’s customer base. With twenty-seven years at Progressive, Paulette brings deep expertise and a strong commitment to rewarding and recognizing customer loyalty. 

Linda Nelson is a Manager of Customer Strategy with Progressive Insurance. She supports Progressive’s Onboarding and Loyalty Journeys, designed to engage Progressive’s customers within their personal portfolio.  Linda and her team specialize in using a test and learn philosophy, supported by data, to improve outcomes for all Progressive customers.  Linda has been with Progressive since 1999, with experience in Operations and Portfolio Management.  Prior to Progressive, Linda worked with Hallmark, Inc.

Holding a degree in Mechatronics Engineering and with over two decades of experience in the energy industry, he began his career by building a strong foundation in electromechanical engineering and quality control. He later gained extensive hands-on experience in both onshore and offshore oil and gas operations.

In 2005, he joined ExxonMobil, where he held several roles across asset management and engineering, overseeing the construction and maintenance of fuel stations. He subsequently moved into the fuels supply chain, developing strong expertise across the fuel value chain and playing a pivotal role in introducing Egypt’s first branded premium fuel, Mobil Super Plus 95. He then advanced to a Sales Manager role, leading the sales team and driving the expansion of retail gas stations and On the Run convenience stores in Egypt. During this period, he also contributed to the launch of Mobilawy, Egypt’s first fuel loyalty program. Today, he leads Fuels Marketing in Egypt, focusing on fuel marketing strategies and the continued development and growth of the Mobilawy program.

Jake Finch is the Vice President of Global Consumer Experience at SharkNinja, where he leads efforts to deliver five-star experiences across the entire consumer journey--from purchase to delivery to post-purchase support. He is focused on ensuring every interaction with the brand creats more delighted and loyal consumers.

With more than 15 years at SharkNinja, Jake has held a range of leadership roles across the organization, including in product development for Shark Robotics and as Vice President of Insights and Intelligence. His cross-functional experience gives him a unique perspective on connecting product innovation with consumer needs.

Based in Montreal, Canada, Jake holds an MBA from HEC Montréal.

Courtney Kociemba is a dynamic leader in customer strategy, lifecycle marketing, and digital engagement, currently serving as the Senior Director of Customer Strategy and Lifecycle Marketing at CAVA. With a wealth of experience driving marketing initiatives at top brands like Daily Harvest, Kendra Scott, Best Western, and PetSmart, she brings a deep understanding of how to leverage data and customer insights to build impactful loyalty programs and drive revenue.

Faythe Johnson is an accomplished Senior Manager of Hilton Honors Member Experience, bringing over 16 years of expertise in the hospitality industry. With nearly 14 years at Hilton, Faythe has built her career as a strategic leader in marketing, e-commerce, and loyalty, consistently driving innovation and value for guests.

In her current role, Faythe leads a dedicated team focused on optimizing benefits for Hilton Honors members, enhancing the digital experience across multiple channels, and spearheading research that puts members at the center of every decision. Her passion for hospitality and commitment to excellence make her a key driver of Hilton’s loyalty and member experience strategies.

Crystal Owusu leads Partnerships for Disney+ Perks, fostering key third-party global brand relationships and internal Disney connections that advance the program’s offerings portfolio and drive retention and engagement for the streaming service. With a keen focus on strategy, data and innovative storytelling, her core principles of subscriber value and B2B growth remain at the center of the partnership development ecosystem. 

Crystal has a background in Loyalty & Membership and Revenue Generation Strategy where she spent her prior years in Sports & Entertainment at the National Basketball Association (NBA) and The New York Mets.

As Director, Loyalty, Byron is responsible for managing WestJet Rewards' CoBrand Credit Card program as well as managing WestJet's growing portfolio of non-air loyalty partnerships and products, including the recently launched WestJet Rewards eStore and WestJet Hotels platform.

Byron is a loyalty and finance professional with over 20 years of experience and an established knowledge of the airline industry and frequent flyer / loyalty programs. Prior to joining WestJet, Byron previously served as Director, Loyalty Program Management at Aeroplan and Air Canada leading a team focused on the management and delivery of the Aeroplan loyalty products. Prior to seeing the "Loyalty Light", Byron practiced as a Chartered Accountant in both Australia and Canada

Jessica Pickens joined Tripadvisor's Creative Studio, Wanderlab, as a Lead Creative Strategist in 2023. SHe brings more than a decade of leadership experience across digital marketing and strategy, as well as brand marketing and experiences. Prior to joining the Wanderlab team, she spent close to a decade in the wellness space, serving as Vice President of Marketing at mindbodygreen and Senior Director of Marketing at Well+Good.

A creative thinker and storyteller, Jessica leads campaign ideation and presentations across verticals, specializing in the Growth partner space. She is particularly drawn to growth work because travel intersects with every aspect of life--from wellness to finance to culture--making it a powerful foundation for builing stories that resonate across industries.

Jessica has been a pioneer in AI-driven advertising, building innovative solutions that merge Tripadvisor's first-party data with emerging technologies to unlock scalable, differentiated offerings. She is widely recognized for translating data into compelling, award-winning storytelling, with campaigns honored by the Digiday Awards--cementing her reputation at the intersection of creativity, data, and innovation.

Stephanie Nelson is a Principal Client Partner at Tripadvisor, leading strategic partnerships across the Financial Services and Automotive categories. She specializes in building high-impact, multi-channel programs that connect her clients’ objectives with Tripadvisor’s first-party data, content, and performance solutions.

At Tripadvisor, she has been instrumental in growing complex, enterprise-level partnerships by connecting brand objectives with the power of Tripadvisor’s first-party travel intent data, content, and performance solutions. Her work consistently unlocks new revenue streams and deepens client investment through innovative, insight-driven strategies.

She is recognized internally and externally for her focus, persistence, and ability to translate client challenges into scalable opportunities. Stephanie brings a collaborative mindset and a passion for delivering results that not only meet, but exceed expectations.

Haley Hussey is Senior Manager of Loyalty Partnerships at Wyndham Hotels & Resorts, where she leads partner marketing initiatives, including the Wyndham Rewards Experiences program, creating high-impact collaborations that connect travel with immersive experiences and exclusive events. In this role, she builds a strong partner ecosystem and delivers value to more than 120 million Wyndham Rewards members worldwide. She brings over nine years of experience driving strategic partnerships, brand growth, and customer engagement at companies including Tapestry and Shake Shack.

 Tosan Joe is a Partnerships Manager at Petro-Canada, where she stewards the loyalty relationship with The Royal Bank of Canada (RBC). 

She holds a degree in Mass Communication and is a Certified Business Analyst, with over 16 years of experience across advertising and the Oil and Gas industry. A goal-oriented and customer-centric loyalty professional, Tosan is skillful in relationship management and customer engagement, playing a key role in advancing partnership transformation, driving strategic alignment and incremental program growth. 

Outside of work, Tosan enjoys traveling and spending quality time with her family.

 

 

Tara Sterger is the Sr. Manager, Loyalty & Subscription at MANSCAPED®, where she has championed the voice of the customer for more than five years. In her role, Tara leads the strategy, development, and optimization of MANSCAPED® Members Only Rewards, the brand’s loyalty and subscription ecosystem – overseeing lifecycle initiatives, member engagement strategy, and program innovation designed to deepen relationships, increase lifetime value, and turn customers into long-term brand advocates. 

With more than 15 years of experience in the customer loyalty space, Tara brings a proven track record of building scalable programs that balance meaningful customer connection with measurable business growth. She is known for her ability to translate customer insights and behavioral data into impactful retention strategies, continuously refining the member experience through testing and personalization. Prior to MANSCAPED®, she served as Sr. Loyalty Marketing Manager at Road Runner Sports, where she helped evolve one of the retail industry's most established membership programs, driving retention, personalization, and omnichannel engagement.  

Mari Prats is a digital marketing leader with experience spanning influencer marketing, content strategy, innovation, paid media, eCommerce, and gamification. She has worked across a diverse range of industries, including beauty, technology, and QSR, bringing a cross-functional and consumer-first perspective to growth.

Currently at Burger King, Mari leads growth and innovation initiatives, driving new guest acquisition through strategic partnerships while enhancing engagement and loyalty through gamification. Her work has contributed to meaningful sales impact by attracting and retaining some of Burger King’s most loyal customers.

Elizabeth Greeley is a passionate advocate for pet care and digital engagement, serving as the Digital Marketing Technology Lead at Nestlé Purina. With a strong commitment to creating enriching experiences, she focuses on driving consumer joy and loyalty through the myPurina app.

In her role, Elizabeth oversees the enterprise CRM, developing consumer journeys that span an entire connected ecosystem built to support key moments for pet parents "beyond the bag." Through innovation, gamification, and 1:1 personalization, she brings new consumer experiences to life that deliver business value and solve consumer needs. 

Leveraging data to inform decision-making, Elizabeth is a pioneer for how Nestlé Purina connects with consumers to drive lifetime loyalty. 

Kit Leitner is a high-impact collaborator who builds bridges across teams, connects people and ideas, and facilitates alignment to move work forward while staying grounded in the needs of the consumer.

With four years’ experience at Nestle Purina Petcare, she spent her first two years redesigning and facilitating cross-functional ideation sessions in Purina’s Innovation Center, LAB9. Her passion for putting the consumer first eventually led her to the New Business Models team, where Purina challenges themselves to meet consumer needs ‘beyond the bag.’ Her past couple of years have been dedicated to standing up the myPurina app and loyalty program, with an emphasis on business opportunity discovery.

Kit lives in St. Louis with her fiancé, dog, and cat.

Jessica Starnes is the Director of Loyalty at Weigel’s, where she leads one of the most successful convenience retail rewards programs in the country. With a sharp focus on customer engagement, data-driven strategy, and seamless digital experiences, Jessica has been instrumental in transforming loyalty from a transactional tool into a cornerstone of Weigel’s growth. Her impact hasn’t gone unnoticed—Jessica is a two-time Top Women in Convenience (TWIC) honoree, having earned both the Rising Star and Senior Level Leader awards. Most recently, she was named the 2025 Category Manager of the Year for Loyalty, a reflection of her ability to blend innovation with measurable business results. Under her leadership, Weigel’s has achieved record-breaking loyalty penetration and built high-impact programs like “100 Days of Summer” and exclusive NIL partnerships that emotionally connect with customers. From acquisition to retention, Jessica’s strategy is rooted in making every interaction meaningful—translating into stronger brand loyalty and increased customer frequency. Jessica’s cross-functional approach ensures loyalty touches every part of the business—from merchandising to marketing to operations. A trusted voice in the industry, she continues to set the standard for customer-first innovation while building scalable platforms that drive long-term growth. She is a Certified Loyalty Marketing Professional, holds a NACS Category Management Certification, and a Bachelor's degree from the University of Tennessee. 

Diana Arceo is the CRM & Loyalty Sr. Manager at Chipotle Mexican Grill, where she drives data-driven strategies to boost customer engagement and innovation. In addition to leading the strategy and execution of the Chipotle Rewards program, Diana focuses on lifecycle marketing, designing personalized customer journeys that drive growth, engagement, and retention across channels. With over 8 years of experience in loyalty and marketing, including key roles at American Express, Diana brings a proven track record of building impactful, customer-first programs that deliver measurable results.

Holding a degree in Mechatronics Engineering and with over two decades of experience in the energy industry, he began his career by building a strong foundation in electromechanical engineering and quality control. He later gained extensive hands-on experience in both onshore and offshore oil and gas operations.

In 2005, he joined ExxonMobil, where he held several roles across asset management and engineering, overseeing the construction and maintenance of fuel stations. He subsequently moved into the fuels supply chain, developing strong expertise across the fuel value chain and playing a pivotal role in introducing Egypt’s first branded premium fuel, Mobil Super Plus 95. He then advanced to a Sales Manager role, leading the sales team and driving the expansion of retail gas stations and On the Run convenience stores in Egypt. During this period, he also contributed to the launch of Mobilawy, Egypt’s first fuel loyalty program. Today, he leads Fuels Marketing in Egypt, focusing on fuel marketing strategies and the continued development and growth of the Mobilawy program.

With over 25 years of commercial leadership experience in the Animal Health and Vaccines sector, Jennifer Shook is an expert in enterprise P&L management, channel strategy, and complex corporate accounts. Currently serving as the Sr. Associate Director of the Loyalty and Programs team for Boehringer Ingelheim in the US, Jennifer is the chief architect behind the highly successful Vetsperity Rewards ecosystem.

A Certified Loyalty Expert™ (CPD Certification Service) with a certificate in Customer Loyalty: Strategy and Application from Kellogg Executive Education, Jennifer bridges the gap between rigorous commercial strategy and actionable customer loyalty. Drawing on a deep background in behavioral psychology, as well as being a certified DiSC trainer, she specializes in understanding the human elements of enterprise partnerships. By combining this behavioral insight with financial orchestration and agile alignment, Jennifer builds sustainable, customer-centric frameworks that drive measurable engagement across the veterinary industry.

Gabrielle Falcon joined Wingstop in 2025 and serves as Manager of CRM & Personalization, where she focuses on creating more connected, seamless experiences for Wingstop guests. She brings several years of QSR marketing experience from Burger King and Popeyes, along with a practical, guest-first approach to loyalty and personalization, centered on meeting customers where they are. Known for turning customer behavior into clear, actionable insights, Gabrielle is passionate about helping the business better understand and serve its guests.

 Ben is a strategic marketing and digital innovation leader at Taco Bell, where he drives initiatives at the intersection of personalization, customer data, and brand experience. With over a decade of experience leading business strategy for food and hospitality brands such as Starbucks, Nestlé, and MOD Pizza, Ben has a track record of building impactful, insight-driven programs that elevate customer experience and drive business impact. He focuses on translating complex consumer signals into scalable, high-performing personalization strategies and helping organizations modernize how they connect with audiences in real time.

Brad Moats is the SVP of Card Product & Portfolio Strategy at NCSECU serving the membership for over 4 years. In his role, his team manages credit, debit, and ATM card products, loyalty programs, and cards analytics for Card Services. He has over 18 years in the financial institution space focused on cards and loyalty programs. Brad did over a decade with American Express, various vendors, First Citizens Bank before landing in his home at NCSECU. Credit Unions, our focus with people helping people, always spoke to him and great to finally be delivering on his calling. And loves it! And our members! It’s very rewarding to deliver the best card products and loyalty programs available in market to our members exceeding their expectations on a daily basis.

Sam Blanton is a Card Loyalty Product Specialist at North Carolina State Employees’ Credit Union (NCSECU), where he supports the strategy, development, and ongoing optimization of the credit card rewards program. With nearly a decade of experience across program delivery, training and development, and member service, he brings a well-rounded perspective on shaping loyalty experiences that are both customer-focused and operationally sound. He has contributed to the evolution of NCSECU’s Rewards program from early development through launch and continuous improvement. He began his career in NCSECU’s branch network and remains deeply passionate about the credit union model, with a focus on delivering meaningful, accessible value to NCSECU’s members.

Customer insights and strategy leader proven effective at transforming analytics into tangible strategies that drives business growth. Highly experienced at utilizing shopper insights to develop effective strategies through extensive experience working with top retailers including Walmart, Kroger, and Walgreens.  Zhao has led the Loyalty Customer Insights vertical at American Eagle for 5 years and resides in Pittsburgh with his wife, Maren, and 2 girls Alice and Layla. He holds an MBA from Carnegie Mellon University and an Engineering degree from Cornell University.  

Katie Dalton is President of Audience Rewards, Broadway’s official loyalty program serving over 3 million members and driving more than $1 billion in ticket sales. 

Over the past 15 years, she has led the company’s evolution from a startup into a leading loyalty and engagement platform operating across a multi-stakeholder industry, building partnerships with brands including American Express, Ticketmaster, and United Airlines. Most recently, Katie led a full brand and technology transformation to position the company for its next phase of growth. 

She co-founded The Broadway Women’s Alliance and serves as Co-Chair of the Partnerships & Sponsorships Committee for The Broadway League, as well as a board member of the Movemeant Foundation. 

Ryan recently joined Amtrak as Director of Loyalty & Co-Brand Partnerships, and is responsible for managing our Amtrak Guest Rewards Credit Card business. With over a decade in the card industry spanning multiple roles across marketing, strategy, corporate development, and partnerships, Ryan brings extensive experience operating at scale in the rewards card space. He is excited to grow the AGR Card portfolio and unlock its full potential to deliver differentiated experiences to our customers, providing them with even more reasons to love riding with Amtrak.

Emily Feldman is Senior Director of Loyalty & Member Experience at PetSmart, where she leads strategy for the Treats Rewards program, one of the largest loyalty programs in retail, serving more than 80 million members. Under her leadership, the program has evolved into a seamless omnichannel loyalty experience offering value, personalized engagement and deeper connection between the brand and pet parents across North America.

Emily specializes in building customer-centric loyalty strategies that drive engagement, fuel sustainable growth and strengthen brand affinity. She has led the transformation of PetSmart’s loyalty program into a more personalized, insight-driven ecosystem, with a strong focus on connecting digital, in-store, and associate-led interactions.

Prior to PetSmart, Emily was an Engagement Manager at L.E.K. Consulting, where she advised leading retail and consumer brands on growth strategy and transformation. She holds an MBA from MIT Sloan School of Management and dual bachelor’s degrees in Economics and English from the University of Chicago. Outside of work, Emily is a pet parent to dogs, fish, and a crested gecko – fueling her passion for creating meaningful experiences for pet parents and their pets.

Marie DeLeo plays a pivotal role in developing innovative loyalty programs for her clients grounded in data-driven insights. Marie has spent her career dedicated to creating consumer-centric marketing and loyalty experiences that not only enhance customer retention but also drive revenue through profitable customer behavior. 
 
As a leader deeply committed to ingenuity, Marie understands the intricate dynamics of evolving market trends, and has consistently delivered visionary marketing and loyalty strategies for Kobie clients. With a rich background in the FI industry supporting PLCC & Co-Brand programs, Marie serves as a valuable partner for any brand seeking to drive customer engagement through competitive and creative loyalty solutions.

 

Len Covello is the Chief Technology Officer at Engage People Inc., where he leads the company’s long-term technology strategy and drives innovation across the loyalty and payments landscape. A recognized thought leader in the industry, Len plays a central role in advancing solutions that connect loyalty programs with real-time commerce experiences.

Len’s expertise spans web-based application design and development, with a strong focus on user experience and process automation across complex business environments.

He is a member of the Forbes Technology Council, a key member of the Engage executive leadership team, and serves on the company’s Board of Directors.

John Sellers recently joined Truist Bank as an Executive Vice President, leading Loyalty and Rewards and responsible for building and launching the firm’s newest rewards offering. Previously at Bank of America, he led enterprise rewards across consumer, wealth, and business banking—including Preferred Rewards, BankAmeriDeals, and credit card rewards redemption. John brings 30+ years of leadership across rewards, risk management, and product innovation, including roles spanning vehicle lending, investments, and credit cards. He is the architect of the award-winning Travel Rewards Card and led the effort to bring chip technology to Bank of America cards. John is an industry-recognized loyalty leader and serves on the advisory board of Loyalty 360. He holds a finance degree from the University of Delaware’s Alfred Lerner College of Business and Economics and an MBA from Penn State’s Smeal College of Business (graduated with distinction; Beta Gamma Sigma).

Justin Levy is the Senior Vice President of Marketing at Tao Group Hospitality, where he oversees marketing strategy across 35+ premier restaurant, nightlife, and daylife venues in New York City, while leading all marketing technology initiatives globally. His scope spans the full marketing stack: Rewards App development, loyalty program strategy, CRM, ticketing, web, digital, social media, and digital advertising, positioning him at the intersection of creative vision and technical execution.

With nearly 16 years at Tao Group, Justin is one of the longest tenured executives at the company and has been a driving force in keeping Tao Group Hospitality at the forefront of innovative marketing and creative thinking in the hospitality industry, consistently pushing the boundaries of what guest engagement looks like at the intersection of culture, nightlife, and dining. Most notably, he conceived and built the Tao Group Rewards program from the ground up, leading its development, design, and growth over the past 3.5 years into a cornerstone of the brand's guest retention and loyalty strategy.

 Katy Park is the Head of Loyalty and Rewards at Bank of America. Her team is responsible for developing and delivering strategies and client experiences that drive relationship deepening and client loyalty through meaningful rewards value delivered through the Preferred Rewards/BofA Rewards, BankAmeriDeals, Strategic Partnerships, and Card Rewards Redemption programs.

Prior to that, Katy was the Head of Product Strategy and Strategic Partnerships for Consumer and Small Business Products at Bank of America, responsible for developing and delivering product solutions and strategic partnerships that drive core and adjacent growth while meeting the distinct needs of key client segments, to drive client engagement and revenue growth.

Prior to joining Bank of America in October 2022, Katy was the Head of Marketing for Unsecured Lending at Citigroup and managed the marketing strategy across Balance Transfer, Credit Line Increase and Installment Lending products. Prior to that, Katy held managements positions in Citigroup and Barclays in Credit Risk Management and Product Management.

Katy holds an MBA from the New York University Stern School of Business and a Bachelor’s degree in Business Management and Financial Economics from Binghamton University. She resides in Little Neck, New York with her husband and two children.

Enna Allen is Senior Vice President of Marketing at Simon, where she oversees Retailer, B2B, and Integrated Marketing across a portfolio of 200+ shopping destinations spanning Malls, Mills, and Premium Outlets.

Since joining Simon in 2017, Allen has led several high-impact initiatives. She helped launch Simon Search, a digital tool that enables shoppers to browse real-time inventory across multiple retailers within a Simon center, bridging online discovery with in-person shopping. Most recently, she was part of the core leadership team behind the development of Simon+, Simon’s new omnichannel loyalty program built for today’s modern shopper. Simon+ offers cash back, points, and exclusive perks for purchases made in-center and online, driving traffic, repeat visits, and customer acquisition while deepening engagement with Simon’s retailers and brand partners.

Allen is a forward-thinking marketing leader with over two decades of experience in the retail real estate industry. She brings a strategic, consumer-centric approach to brand positioning, digital engagement, content innovation, and experiential marketing. Prior to joining Simon, she held marketing leadership roles with Howard Hughes and Westfield.

She holds a B.A. in History from York University and an M.B.A. from DePaul’s Kellstadt Graduate School of Business.

Emily Feldman is Senior Director of Loyalty & Member Experience at PetSmart, where she leads strategy for the Treats Rewards program, one of the largest loyalty programs in retail, serving more than 80 million members. Under her leadership, the program has evolved into a seamless omnichannel loyalty experience offering value, personalized engagement and deeper connection between the brand and pet parents across North America.

Emily specializes in building customer-centric loyalty strategies that drive engagement, fuel sustainable growth and strengthen brand affinity. She has led the transformation of PetSmart’s loyalty program into a more personalized, insight-driven ecosystem, with a strong focus on connecting digital, in-store, and associate-led interactions.

Prior to PetSmart, Emily was an Engagement Manager at L.E.K. Consulting, where she advised leading retail and consumer brands on growth strategy and transformation. She holds an MBA from MIT Sloan School of Management and dual bachelor’s degrees in Economics and English from the University of Chicago. Outside of work, Emily is a pet parent to dogs, fish, and a crested gecko – fueling her passion for creating meaningful experiences for pet parents and their pets.

Mike Trozzo is currently the VP Product and Innovation at Tide Services. Mike is passionate about creating guest experiences that make people feel genuinely valued and cared for.

Mike's path to product leadership is anything but conventional. After earning a degree in Finance, he went on to work in filmmaking at Disney, launch a boutique design agency, and become a partner in a college laundry startup — where he led Product, Operations, and Marketing before the company was acquired by Tide Services in 2017. What connects each chapter is a consistent through-line: a deep curiosity, a sharp sensitivity to customer pain points, and a belief that great products start with truly understanding people.

That philosophy found a natural home in laundry — a category overdue for reinvention. In March 2024, Mike and his team launched the Tide Cleaners App, a modern platform designed to take the friction out of an age-old chore.

Outside of work, Mike is a traveler, a design enthusiast, and an unapologetic food lover. He's based in Dallas, though his sports loyalties are firmly planted in Houston, where he grew up. He loves people — and will almost certainly try to make you laugh.

As CEO of Loyalty360, Mark is committed to bringing loyalty to the forefront as a critical marketing strategy. To further this goal, he has created an unbiased, market-driven clearinghouse and think tank through which users and loyalty providers can interact and collaborate with. His finger on the pulse of what’s happening in loyalty, Mark is driven to give members the expert insight and guidance they need to develop strategies and implement programs that effectively engage their customers and employees and build stronger relationships with them.