CAREERS & JOBS (LOYALTY & CX)

Marks & Spenser is hiring: Loyalty Manager FTC

Summary

M&S Food is changing, and fast! We are undergoing one of the biggest transformations in retailing today to build a bigger, better, fresher food business.

We need motivated people who are ready to bring their whole self to work and give it their all in a fast-paced team committed to being the best. After all, this is not just food… This is M&S Food.

You will lead be part of the team driving to deliver a co-ordinated sparks communications approach. It’s your role to ensure we are delivering world class relevant and rewarding loyalty communications at the right time to all M&S customers as they go through their unique journey with us – to deliver incremental value for the business and our members, behaviour change within the customer base, and a step change in how we reward our more valuable customers.

This is a 12 Month FTC.

All the details

To stay close to customers, our support teams are in the office three days a week as we believe that skills are developed through collaboration, and that spending time together makes us more creative and connected.

What’s in it for you

Being a part of M&S is exactly that – becoming a part and playing your part. We’re an inclusive, dynamic, exciting, and always evolving business built on core values.

Here are some of the benefits we offer that make working for M&S just that little bit more special…

• 20% Colleague discount on most things from furniture, fashion and food.
• A first-class welcome to M&S with a tailored induction and a wide range of training schemes to help with your learning and development. Having options to progress is something we’re proud of at M&S.
• Attractive annual bonus, based on company performance and personal goals.
• Competitive holiday entitlement with the potential to buy extra holiday days!
• Amazing perks and discounts via our M&S Choices website. Including GymSave – that offers up to 25% off Gym Memberships and the option to become an M&S Shareholder using our ShareSave & ShareBuy Schemes
• Charity Volunteer Day – A paid day away from work to support your chosen charity.
• A very generous Defined Contribution Pension Scheme and Life Assurance
• Every colleague at M&S has access to a fantastic range of wellbeing support – this includes access to our 24/7 Virtual GP, PAM Assist to support you & your family & free access to the UnMind App as well as many other schemes

What you’ll do

Your key accountabilities will include

• Support the development and delivery of the Customer Loyalty Communications strategy to drive growth, personalisation, frequency and engagement across our customer base
• Define communications strategies and campaigns that deliver clear customer benefit and deliver against targets (like Monthly Active Users). Work closely with the appropriate business teams to understand their customer and commercial objectives and develop programmes of data led customer communications to support
• Collaborate with other marketing teams across M&S to bring the loyalty proposition, benefits and campaign moments to life across touchpoints, channels and activities.
• Oversee the end to end delivery of customer communications, including emails, banners, and push notifications. Work closely with teams to deliver into other channels including instore, onsite, paid and ATL.
• Optimise all campaigns against key performance metrics, open rates, click through rates, offer redemption and opt outs. Embody a continuous improvement approach, continually evolving activity to ensure the best outcomes
• Ensure all activity is delivered on time, to budget, or appropriate risks and mitigations have been communicated
• Be mindful of key loyalty and communications trends from competitors, and outside the retail industry, and make recommendations as to how these can be adopted in our communications

Who you are

Your Skills And Experience Will Include

• CRM experience
• Campaign Management/ Project Management experience
• Customer centric, with a good degree of commerciality
• Retail/ Loyalty experience
• Experience in agency management
• Data literate and numerically driven

Everyone’s welcome
We are ambitious about the future of retail. We’re disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We’re transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you’d benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.