Alice Kitchener, CLMP

Loyalty Account Director

Alice Kitchener

I am Account Director at Stream Loyalty. I am responsible for the strategic direction and success of our account team ensuring that projects are delivered on time, in budget and to the highest expectations. I support the account managers at a strategic and operational level and contribute to the smooth running, development and sales growth of the company.

Feel free to connect with me on LinkedIn, drop me an email or just give me a call on 01844 208180.

An Insight Into Alice's World

Favourite Team Event

My favourite team activity was our sailing trip from Southampton to the Isle of Wight.

It was my first week with Stream so it was a great introduction to the team and the business not to mention an amazing experience and good fun. We spent the day sailing the boat, learning how to control the main sail and trying not to get hit by the boom. After the initial rain leaving Southampton the sun shone the rest of the day.

Dream Loyalty Client

I would love to create a programme that rewarded steps to prevent climate change and encouraged the protection and conservation of wilderness and endangered species.

I have a huge love for the natural world so contributing to a tangible change to benefit the planet would be hugely rewarding. There are a few organisations doing some great work that I would love to work on a sustainable loyalty programme with Ecologi, WWF, Rainforest Alliance, to name a few.

Dream Superpower

Definitely a shape shifter. My background is in classics and archaeology so I have a love of mythology and folklore and there are some great stories about shape shifters.

I love the idea of being able to change into anything you want, or even just experience life from a completely different perspective. It would also come in handy for getting into the occasional festival or two.

My Role At Stream

My role has changed so much since I started at Stream. I started in a project management role and have quickly risen to the role of Account Director. I love problem solving, analysing data, finding trends and above all helping people. I am a people person and my goal is to be the first person my clients call when they have a business engagement or customer experience problem.

CLMP Takeaway

Loyalty has to be embedded in the culture of your business to work. We often see clients rushing in to creating a loyalty programme in response to a new market trend or a competitor programme. If a loyalty programme is to be successful, the positioning needs to be thoroughly thought through and all relevant stakeholders consulted so that it can be an effective extension of your brand and business.

We asked Alice a few questions

The time and investment in me and my professional growth.

My first job was as a waitress at White Hart Lane (Tottenham Hotspur) serving fans on game days.

My dad has always said “If you are going to do something, do it properly”.

I love being outdoors and any opportunity to go walking/explore somewhere new. I’m a keen horse rider and I’m also really into my F1. I’ve been wanting to do a mechanics course for a while now but would also love to give bouldering or wild-swimming a go.

Kind, genuine, passionate.

I can play the steel pans.

What excites you most about working in loyalty?

I think there are probably a few misconceptions that loyalty is simply about offering points and rewards. The reality is loyalty is a really exciting industry because it is an ever-evolving sector that is centered on understanding people and why they behave the way they do.

The way people behave in different situations and with different materials is also completely fascinating to me - I probably have my background in archaeology to thank for that. Being able to observe patterns of behaviour, implement incentives that benefit both the client and the consumer, and evidence change in behaviour is hugely satisfying.

The ways we can do this is also constantly changing. It seems that we see developments in tech and the way consumers interact with business's on an almost daily basis which means there is always something new to keep us on our toes and another puzzle to solve. This is one of the elements of my job that I really enjoy.

What excites you about the industries you work in?

I am heavily involved in loyalty in the Plumbing and Heating sector which is a really fascinating sector to be working in right now. Between supply chain challenges as a result of Brexit, changes on consumer purchasing due to increased energy bills and materials, and new government initiatives to achieve net zero, the landscape of the industry has completely changed in the last few years.

One of the areas I am particularly excited about are the opportunities for loyalty in energy efficiency. In light of boiler shortages and increasing costs of fuel it feels inevitable that more energy efficient products are the future of the sector. Not to mention the environmental benefits of us moving towards more efficient and carbon neutral technologies.

The coming years will be a real test of loyalty marketing in shifting established trades to brand new tech in a relatively short space of time.

Loyalty Insights

Relaunching an existing programme

If you are considering a relaunch our key message would be don’t rush it. Have a clear focus with measurable KPIs.

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Planning your next reward campaign

Here are the key points you will want to think about when putting together your rewards offering for a new campaign

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How many people does it take to run a loyalty programme

With most of us time poor and under resourced, you need to be sure you have enough people to deliver a loyalty programme effectively.

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LoyaltyStream Key Features

21 loyalty campaign types to suit every business
Options to deploy gamification campaigns such as Spin-To-Win and Prize Draws as well as Badges
Ability to track and reward all behaviours from transactions to actions
In-depth visual analytics and insights on Campaigns, Members, actions and transactions
Customisable CRM and segmentation options to suit your Member profile
Scalable modular SaaS platform that can grow with your business

Resources