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We’re a fast-growing eCommerce beauty brand based in Manchester, currently expanding into the US. With a thriving online store, a subscription-based service, and a passionate customer base, we’re on a mission to create beauty products that people love – and keep coming back for. As we scale, we’re looking for a creative and data-savvy Loyalty Manager to take our customer retention and loyalty strategies to the next level.
The Role
As Loyalty Manager, you’ll be responsible for developing and executing our loyalty and rewards strategy, focusing on increasing customer lifetime value, reducing churn, and driving repeat purchases. You’ll work closely with CRM, ecommerce, marketing, and product teams to deliver best-in-class loyalty experiences that turn one-time buyers into lifelong brand advocates.
Key Responsibilities
* Own and manage our loyalty programme end-to-end: strategy, execution, reporting, and optimisation.
* Analyse customer behaviour and segmentation to design compelling loyalty journeys.
* Work with the CRM Manager to integrate loyalty initiatives across email, SMS, and push marketing.
* Collaborate with product and UX teams to embed loyalty touchpoints across the customer journey (on-site, in store, and in-app).
* Coordinate campaigns to promote loyalty point usage, referrals, and subscription upgrades.
* Track KPIs such as retention rate, repeat purchase rate, and loyalty ROI.
* Conduct competitor and industry research to keep our programme innovative and ahead of the curve.
* Work with international expansion teams to tailor loyalty approaches for new markets.
What We're Looking For
* 3+ years in a CRM, retention, or loyalty-focused role within eCommerce or consumer brands.
* Strong understanding of loyalty programme mechanics, including points-based systems, tiers, and gamification.
* Analytical mindset with experience using tools like Google Analytics, Looker, or similar.
* A fun and supportive work environment where creativity thrives.
* Opportunities for growth and professional development.
* Competitive compensation and benefits.
* Work with a team that shares your passion.
* Free on-site parking.
* Access to company events.
* Free on-site gym.
* ‘Moody Mondays’ – a staff treat every Monday.
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