Salary: £65,000 - £75,000 + benefits Location: Homeworking,West Midlands Job Type: Permanent

Brand new loyalty scheme to be launched by a major UK retailer needs a loyalty king or queen to drive its success


This UK wide business has been serving its customers for over a century and is now driving forward this very exciting loyalty initiative both online and via it's 450+ stores. If you join this company you'll be one of over 12,000 employees and be working for a company that is recognised by the Sunday Times Best Companies to work. They are committed to creating a culture where people enjoy their work and thrive in their career progression.


The Group Senior Loyalty Manager is a new role, responsible for the ongoing development and delivery of the customer loyalty programme. This role is a very commercial one - you'll be supporting the overall company vision and customer loyalty strategy to drive profitable outcomes across agreed customer metrics.

* Support the delivery of a new 'Club' proposition for launch in 2022.
* Have a thorough understanding of loyalty club customer, financial and operational performance vs agreed KPI’s and make proactively make recommendations for improvements.
* Manage specific cross functional projects that maximise emotional and behavioural loyalty to support the delivery of loyalty targets and future roadmap.
* With the Group Head of Loyalty, help drive proposition and business case development for future investment in the programme and the development of the next phase of loyalty within the business
* Champion loyalty in the business and be the conduit by which loyalty continues to be embedded culturally into the organisation and supported widely by key stakeholder colleagues.
* Work in partnership to manage loyalty planning with Marketing and CRM colleagues so that loyalty communications deliver desired behaviours.
* Be relentless in your focus of the customer to maximise share of purchase and lifetime value by continual assessment and improvement of the multi-channel loyalty customer journey.
* Understand the pain points and retention barriers our customers face when shopping with us across all channels, utilising insight from our customer team and front facing colleagues.


To truly succeed in this new loyalty role, we're looking for someone with:
* Previous experience of working in a loyalty role, either in hospitality, travel or retail and with a good understanding of the UK loyalty market.
* Commercial acumen who is comfortable working with P&L, business cases and financial reports.
* Excellent stakeholder management skills – this is a Group role with diverse
stakeholder groups, so strong communication skills are essential.
* A true passion for the customer and the relationships a business has with them, obsessed about delivering the right message at the right time and with the right content
* A solid understanding of how to influence customer behaviour and endlessly curious about how to improve customer experience within the loyalty programme.
* Absolute proficiency at managing multiple projects in a fast-paced retail environment, with an ability to prioritise workload accordingly.

You can be based anywhere in the UK as this can be a home based role with occasional trips to the office. Located in central England.

These new roles don't come along very often, so if loyalty is your bag and you have solid experience in this area, we'd love to here from you.
Please only apply for this role if you are eligible to work in the UK.