Location: Liverpool, England, United Kingdom. Click inside to apply.
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About Matalan
From humble beginnings to disruptive innovations in the retail industry, find out about how Matalan is ever-evolving here.
We know as a team, we are stronger together – we champion equality for all and make lasting connections that go beyond work. We thrive off our inclusive culture, encouraging our colleagues to bring their true selves to work and contributing to collective creativity, open-mindedness and growth.
We want give every candidate the opportunity to perform at their best throughout the application and interview process and then ultimately in their role. If you require any adjustments during our recruitment process, please don’t hesitate to let us know.
In the event that a high volume of suitable applications are received, the post may close prior to the specified closing date. Please apply as soon as possible if interested.
About The Role
As Loyalty Manager you will be responsible for owning and leading the Matalan Me Loyalty proposition, driving the overall strategy, commercial performance and ongoing data-led enhancements. You will lead your team to ensure a seamless omni-channel customer experience across Retail and Online, managing key MarTech platforms and maximising customer lifetime value through compelling loyalty benefits and initiatives.
Key Responsibilities
Strategy & KPIs
- Own the delivery of Loyalty KPIs, tracking and reporting on a weekly, monthly and quarterly basis.
- Own the Matalan Me P&L, working with Commercial Finance and Trade Planning & Merchandising to forecast, measure and deliver an always on offer strategy.
- Stay informed on emerging trends in Loyalty and MarTech, proactively identifying and implementing opportunities to drive growth.
- Oversee core loyalty operations of discount functionality, card stock, reward account and their associated budgets.
- Lead and develop a cross-functional team to embed Matalan Me as an integral part of our team culture and an everyday way of working.
- Manage and oversee the end to end execution of new initiatives from concept to delivery.
- Continuously review loyalty customer journeys, hierarchy of messaging and UX to optimize customer experience and deliver on next best action.
- Build and role model a positive working relationship with third parties to deliver a customer centric, best in industry, free gift, prize draw and partnership strategy.
Data & Reporting
- Drive a data driven culture, harnessing data and reporting to develop new initiatives and iterate the proposition to deliver against customer and business needs.
Create An Environment For The Team Where
- Each colleague is clear in their role and the part they play in delivering the overall Loyalty trade strategy and KPI’s.
- Everyone can develop their skills and capabilities and see opportunities for personal growth.
- Colleagues are supported and coached based on individual strengths, development needs and aspirations.
About You
- Strong commercial acumen with proven experience building and managing a P&L
- Experienced in delivering customer lifetime value as part of a Loyalty programme
- Adept at test and learn methodology, reporting and analysis.
- Able to interpret results and create a simple narrative around performance.
- A customer champion with the ability to develop strategies against different audience objectives.
- Experience delivering joined up frictionless customer journeys with UX in mind
- Skilled in relationship building and leading cross-functional teams to deliver against strategic priorities.
- Team management and leadership essential
- Partnership or retail media experience beneficial
- B2C Retail experience an advantage
Benefits
In addition to competitive salaries, we also offer the below core benefits:
- 20% staff discount, which increases with length of service
- Thrive Recognition Scheme
- Wellbeing support provided by the Retail Trust
- Life Assurance
- Retail Rewards platform offering discounts for other retailers
- Pension Scheme
- Access to a wide range of career development
- Additional benefits may apply depending on your role and area of the business
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