Description
As one of the Best Big Companies to Work For, we have a rich history of loving our customers and looking after our teams.
We understand that success is achieved through our people, and we are searching for a Senior Loyalty Manager to join our growing business.
Purpose of the role:
The Senior Loyalty Manager is accountable for defining and leading Iceland Foods’ online loyalty strategy, driving customer retention, frequency and lifetime value. This role owns the end-to-end online loyalty proposition, ensuring it delivers tangible commercial growth, deepens customer relationships and differentiates Iceland’s online offer in a highly competitive grocery market.
Key Responsibilities:
Online Loyalty Strategy & Proposition
1. Define and own the online loyalty vision and roadmap for Iceland
2. Lead the evolution of the loyalty proposition
3. Ensure the loyalty offer is distinctive and commercially viable
4. Translate business strategy into clear loyalty priorities
Commercial Ownership & Performance
5. Own loyalty performance including retention, frequency and CLV
6. Manage loyalty business cases and forecasting
7. Identify incremental revenue and margin opportunities
8. Optimise programme economics through test-and-learn
Ecommerce & Customer Experience
9. Embed loyalty across online customer journeys
10. Work with CRO, UX and product teams
11. Use loyalty to support wider ecommerce growth initiatives
Data, Insight & Personalisation
12. Leverage first-party data for segmentation and targeting
13. Partner with CRM and insight teams
14. Champion experimentation and data-led decisions
Cross-Functional Leadership
15. Act as the senior loyalty lead across the business
16. Influence senior stakeholders
17. Manage technology partners and suppliers
Skills & Experience
Essential
18. Extensive experience managing a loyalty proposition.
19. Strong commercial and analytical capability
20. Deep understanding of ecommerce customer journeys
21. Experience influencing senior stakeholders
Desirable
22. Grocery or FMCG ecommerce experience
23. Experience launching or transforming loyalty programmes
24. Knowledge of CRM and loyalty platforms
What Success Looks Like
25. Improved customer retention, frequency and lifetime value across online and instore.
26. Clear commercial ROI from loyalty initiatives
27. Loyalty embedded across the customer journey
28. Strong internal alignment around loyalty as a growth lever
Benefits and rewards:
🏆 Best Place to Work 2026
👥 Supportive and collaborative team
🩺 Healthcare and cash back plans
💰 15% discount in our stores and 30% discount in our group restaurants
🛍️ Partner discounts
🍴 Subsidised on site restaurant and Costa (Head Office)
🫶🏽 Mental, physical and financial wellbeing support