Location: London, UK. Click inside to apply.
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GLOAbout the job
at wagamama, we’re an eating house for the soul. with over 165 uk restaurants and growing, our purpose is to nourish the world from bowl to soul. inspired by fast-paced, japanese ramen bars since 1992. a celebration of asian food brought wagamama to life
we’re looking for a loyalty manager to join us on our continuous journey of true nourishment
purpose
to lead soul club for wagamama, developing customer led strategies and initiatives to enhance customer loyalty and retention and in turn drive at least 2% incremental LFL growth year in year out executed in a profitable and sustainable way. you will be the go to person to lead acceleration of loyalty member sign ups, the go to person to lead acceleration of personalised loyalty engagement driving increased frequency nudging members to one more visit and will collaborate with cross functional teams to ensure a seamless customer experience and provide excellent customer service.
key accountabilities
loyalty proposition development
define the loyalty proposition and program framework and construct to drive increased engagement and life time value delivering against the goals set for the program over the short / mid and long term
ensure our proposition is always customer led and monitor its performance with customers and in competitive context and a changing landscape ongoing to ensure we remain on brand and competitive
act as soul club product owner, collaborating cross-functionally to rigorously plan, implement, test, engage with teams, and launch new features, enhancements and program elements successfully
loyalty communications
accountable for end to end delivery of all loyalty communications including soul club crm
accountable for in market test and learn set up and delivery leading to scale of effective tests at pace
accountable for development, implementation and optimisation of customer lifecycle journeys and communication ensuring we increasingly evolve to a personalised program that nudges our members wherever they are in the journey to visit us one more time
loyalty member sign up strategy & execution
accountable for developing our acquisition strategy & plan
work in partnership with the marketing and restaurant team to execute
monitor effectiveness of sign up tactics driving to the highest PROI possible
loyalty agency / partner management
identify and manage key loyalty agency partners as an extension of the team
loyalty program P&L & Accounting
commercially validate the loyalty program proposition and program to ensure sustainable profitable growth
commercially evaluate performance of the program monthly versus the commercial targets and make course correction where necessary
ensure earn / burn / program cost / deferred revenue is managed effectively updating finance team and setting the annual PL in place at planning / budget cycles
customer data management
play a key role in managing our customer data, ensuring it is kept up to date and compliant with the latest GDPR and data privacy regulations
analyse customer data in partnership with soul club data analyst to identify trends and preferences continuously evolving our program to drive increase engagement
apply best practice
bring loyalty best practices to the role, applying a creative eye to ensure all communications are relevant and engaging
track and report on competitor crm activities, providing insights and recommendations to keep our plans competitive and innovative
compliance and data privacy
ensure all plans adhere to gdpr and the latest data privacy regulations
collaborate
collaborate with CRM manager and wider marketing and technical team to deliver best in class strategies and execution in market
be the internal champion of soul club, promoting its benefits and securing buy-in from teams across noodle hq and restaurants
key skills + experience
3+ years experience in loyalty proposition development and execution
proven experience of leading, developing and scaling loyalty programs for customer and commercial benefit in another business
Deep knowledge and experience of automated lifecycle triggers and customer journey. Experienced in Bloomreach as our CDXP and moveable ink as our personalisation platform
Strong experience of developing personalised communication and marketing at scale 1-1
experience of effective restaurant led customer acquisition strategies
customer first but commercially savy
strength in partnering with technical and IT knowing how to get two functions to work as one for the benefit of the customer
compliance awareness with sound knowledge of gdpr and data privacy best practices
wok’s in it for you |
- a competitive annual salary
- discretionary 20% bonus opportunity per year
- hybrid working model
- £200 wagamama food allowance
- private healthcare
- pension contribution
- 25 days holiday + all bank holidays
- various discount across retail, hospitality + leisure
- family friendly policy | any expectant person or anyone adopting a child will receive 26 weeks full pay + 13 weeks half pay
Source: wagamama
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