Location: London, England. Click inside to apply.
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GLOThis role is DTC focused and sits within the global Digital Marketing function in the wider Ecommerce team.
The Loyalty Manager will be responsible for defining, developing, and managing our customer rewards scheme. This role requires a strategic thinker with a passion for enhancing customer engagement, driving customer loyalty, and delivering exceptional customer experiences. The successful candidate will collaborate with various departments to ensure the loyalty programme aligns with our business goals and brand values.
You’ll be;
- Designing and implementing a comprehensive customer loyalty programme
- Conducting research to understand customer needs, preferences, and trends
- Aligning with Fanbase Manager to ensure programme is defined separately
- Developing rewards and incentives that appeal to diverse customer segments globally
- Overseeing the operations of the loyalty programme
- Monitoring and analysing programme performance
- Supporting the management of the loyalty programme budget
- Developing and implementing strategies to increase customer participation and engagement with the brand
- Working with the wider team to create compelling campaigns that promote the loyalty programme and its benefits
- Ensuring consistent communication with customers through various channels, including email, SMS, social media, etc
- Collaborating with cross-functional teams to ensure the loyalty programme is integrated into all customer touchpoints
- Coordinating with international teams to adapt the loyalty programme to local markets and cultures
- Tracking and analysing key performance indicators related to customer loyalty and programme effectiveness
- Preparing regular reports for senior management, providing insights and actionable recommendations for enhancements
- Utilising customer data to identify trends, opportunities, and areas for continuous improvement
- Developing initiatives to enhance the overall customer experience, strengthen customer relationships and build brand love
- Addressing customer feedback and concerns related to the loyalty programme
- Supporting the team in fostering a customer-centric culture
- Utilising analytics tools to measure the effectiveness of digital marketing campaigns and content strategies
- Developing a reporting suite for these channels to monitor and analyse performance
- Providing insights and actionable recommendations based on data analysis to enhance campaign performance
You’ll have;
- Minimum 5 years working experience in loyalty field
- Proven experience in managing loyalty programmes or customer engagement initiatives
- Experience working in Luxury/Premium categories
- Strong understanding of customer behaviour, segmentation, and lifecycle management
- Excellent analytical skills with the ability to interpret complex data and make data-driven decisions
- Proficiency in using CRM software, loyalty programme platforms, and data analysis tools
- Excellent communication and project management skills
- Strong attention to detail and ability to work in a fast-paced environment
- Excellent communication and stakeholder management skills
- Ability to manage and present data clearly
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