Customer Loyalty Manager

ABOUT THE ROLE

We're partnering with one of the UK's most recognised retail brands to recruit an experienced Senior Loyalty Manager to lead the strategy and evolution of a high-profile customer loyalty proposition. This is a commercially focused leadership role where you'll own the end-to-end online loyalty strategy, driving customer retention, purchase frequency and customer lifetime value. Working cross-functionally across Ecommerce, CRM, Product, UX and Commercial teams, you'll shape a loyalty programme that delivers measurable business growth while enhancing the customer experience.

Key responsibilities include:

* Defining and delivering the long-term online loyalty strategy and roadmap.

* Owning the commercial performance of the loyalty proposition, including retention, frequency, customer lifetime value and ROI.

* Identifying opportunities to grow revenue and margin through data-led loyalty initiatives and continuous optimisation.

* Embedding loyalty throughout the online customer journey, working closely with Ecommerce, CRO, UX and Product teams.

* Leveraging first-party customer data to drive personalisation, segmentation and targeted customer engagement.

* Influencing senior stakeholders and leading relationships with external technology partners and suppliers

* Championing a test-and-learn culture to continually improve programme performance and customer engagement.

This is an opportunity to make a genuine commercial impact within a business where customer loyalty is a key strategic priority.

ABOUT THE CANDIDATE

We're looking for an experienced loyalty professional who combines strategic thinking with strong commercial acumen and a passion for customer experience.

You'll ideally bring:

* Significant experience owning and developing customer loyalty programmes.

* A strong track record of improving customer retention, engagement and lifetime value.

* Excellent commercial and analytical skills, with the ability to translate data into actionable strategies.

* Experience working within Ecommerce and an understanding of digital customer journeys.

* The confidence to influence senior stakeholders across multiple business functions.

* A collaborative leadership style with experience managing external partners and cross-functional projects.

Experience within retail, grocery or FMCG would be advantageous, as would knowledge of CRM platforms, loyalty technologies or having led a loyalty transformation programme.

ABOUT THE COMPANY

Our client is an established and highly successful UK retailer with a market-leading brand, a loyal customer base and ambitious plans for continued digital growth. Known for investing in innovation and putting customers at the heart of every decision, the business offers the opportunity to work on large-scale initiatives that have genuine visibility and commercial impact. You'll join a collaborative, forward-thinking environment where ideas are encouraged, success is recognised, and talented people are empowered to shape the future of the customer experience. If you're looking for a role where you can own the loyalty strategy, influence business direction and deliver measurable commercial results, we'd love to hear from you.

SALARY

New role. Flexible - depending on experience