Overview
We are seeking a Loyalty Manager to take ownership of Myprotein's global loyalty and rewards programmes, driving customer engagement, retention, and repeat purchase behaviour. Reporting to the Head of Retention & Loyalty, you will play a key role in delivering a world-class loyalty experience that increases customer lifetime value (LTV), reduces churn, and strengthens brand loyalty across international markets. You will work cross-functionally with CRM, Brand Marketing, Product, and Analytics teams to execute data-driven initiatives that enhance personalisation, optimise loyalty journeys, and deliver measurable commercial impact.
Responsibilities
* Manage and optimise Myprotein's global loyalty and rewards programmes to drive repeat purchases and customer engagement.
* Develop and execute loyalty campaign plans, including promotions and member-exclusive experiences.
* Collaborate with CRM and Retention teams to integrate loyalty initiatives across lifecycle marketing campaigns.
* Analyse programme performance, reporting on KPIs such as member engagement, repeat purchase rate, and incremental revenue contribution.
* Leverage customer insights and data to create segmentation strategies, ensuring loyalty initiatives are personalised and relevant.
* Partner with Product and Engineering teams to improve the loyalty platform experience and implement new features.
* Support the planning and delivery of gamification, referral, and subscription-enhancing strategies within the loyalty ecosystem.
* Conduct competitor and market analysis to ensure Myprotein's loyalty programme remains innovative and best-in-class.
* Lead a test-and-learn approach to optimise campaigns, mechanics, and programme performance.
* Work with international stakeholders to adapt and localise loyalty initiatives for regional markets.
* To succeed as Loyalty Manager, you will be a commercially minded marketer with experience managing loyalty programmes and driving measurable customer engagement. You will be analytical, data-driven, and thrive in a fast-paced, digital-first environment.
* 3+ prove years experience in developing and executing a Loyalty scheme, demonstrate an understanding of best practices to drive retention, engagement and CLTV.
* Plan, coordinate, and launch targeted loyalty campaigns, collaborate effectively with marketing channels and eCommerce teams to ensure seamless end-to-end campaign delivery.
* Experience in monitoring and analysing performance including both customer data and campaign performance to refine strategies to drive performance further.
* Demonstrate experience in managing and building strong relationships with both internal and external stakeholders, alongside experience in managing direct reports
* Although often seen at Senior Manager level and above, we would also be keen understand any experience related to scheme budgeting and ROI measures.
* We are THG, a global ecommerce group on a mission to be the global online leader in beauty and sports nutrition.
Company context (about THG)
Our portfolio of leading retailers and brands such as LOOKFANTASTIC, Myprotein, ESPA, Perricone MD, and Cult Beauty form our two core businesses: THG Beauty and THG Nutrition. THG is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.
Benefits
* Access bespoke development programmes designed by our in-house L&D team.
* Develop your expertise through our upskilling programme in partnership with an industry-leading training provider.
* Enhanced Leave
* 25 days annual leave plus bank holidays.
* Enjoy your birthday off!
* Enhanced maternity and paternity pay based on length of service.
* Up to 10 days compassionate leave.
* Buy back up to 3 days each year.
* Unlock 2 days of volunteer leave after 12 months.
* Wellbeing Support
* Face-to-face and virtual appointments with our in-house GP.
* Access to our in-house CBT therapist.
* 24/7 Employee Assistance Programme (EAP) provided by Bupa.
* State-of-the-art on-site gym.
* Access to on-site physiotherapy.
* Other Perks
* Save up to 12% on personal tech through our salary sacrifice scheme.
* Subsidised bus pass from Manchester City Centre to our ICON office.
* Up to 50% staff discount on THG brands.
* On-site staff shop.
* On-site barber.
* Referral bonus of up to £1,000.
* Anniversary gifts for 5 and 10 years of service
THG is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.
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