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Are you passionate about building customer loyalty, driving long-term engagement and creating strategies that deliver measurable commercial value? We're seeking an experienced Loyalty Manager to lead the development and execution of an ambitious customer loyalty strategy for a leading consumer-facing business. This is a pivotal role focused on understanding customer behaviour, maximising customer lifetime value and delivering compelling loyalty propositions that strengthen customer relationships and drive sustainable growth. This is not a traditional CRM role. We're looking for a commercially minded loyalty specialist who can shape strategy, influence senior stakeholders and develop programmes that genuinely enhance customer engagement and retention. Key Responsibilities
- Develop and own the long-term loyalty strategy aligned to wider business objectives
- Drive customer retention, engagement and lifetime value through innovative loyalty initiatives
- Analyse customer behaviour, market trends and competitor activity to identify opportunities for growth
- Lead the optimisation and evolution of existing loyalty programmes
- Work cross-functionally with Commercial, Marketing, Digital, Insight and Product teams to deliver customer-centric initiatives
- Build compelling business cases and measure programme effectiveness through meaningful KPIs
- Identify opportunities to improve customer experiences and increase programme participation
- Utilise customer insight and data to inform decision-making and strategic recommendations
- Present performance, opportunities and recommendations to senior leadership teams
- Proven experience in a Loyalty Manager, Loyalty Strategy, Customer Loyalty, Retention or Customer Engagement role
- Strong understanding of loyalty programme development and customer lifecycle management
- Commercially astute with the ability to translate customer insight into business outcomes
- Experience using customer data and analytics to shape strategy and measure success
- Strong stakeholder management and influencing skills
- Comfortable working across multiple business functions to deliver strategic initiatives
- Passionate about customer experience and creating meaningful customer relationships
- Excellent communication, presentation and project management skills
Vacancy posted 23 hours ago
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