We’re on the lookout for a brilliant Senior CRM Manager (Loyalty) to lead the charge in shaping how our customers feel about AO, long after their first purchase. You’ll be the driving force behind our loyalty strategy - making sure every journey, every reward, and every message keeps customers coming back for more. Whether it’s AO.com or AO Mobile, you’ll be creating experiences that build trust, spark engagement, and boost lifetime value. You’ll also take the reins on growing our AO membership, bringing in new faces and keeping our existing members feeling valued.
As AO Mobile continues to grow, you’ll also lead CRM strategy for mobile customers, embedding loyalty into every stage of the contract lifecycle and unlocking the power of our ecosystem to drive repeat purchases and long-term love for AO.
Our people are our superpower, and we’re unstoppable when we’re together! We want your ideas to flow, and what better way to make that happen than being based onsite, 5 days a week, where our culture fuels creativity, collaboration and growth. If a £1 bet in the pub between two friends can become the UKs most trusted electrical retailer, imagine what else can be achieved when we we’re together!
Here's What You Can Expect To Be Doing
* Designing and delivering loyalty reward programmes that feel right for our brand - and even better for our customers.
* Driving acquisition, retention, and engagement through smart, data-led CRM strategies across AO.com and AO Mobile (think SIM-only, SWITCH24, MVNO, MPD, Affordable Mobiles).
* Creating integrated marketing campaigns that put loyalty front and centre - working closely with our creative, digital, and analytics teams to make it all feel personal.
* Using AO’s ecosystem to support cross-sell and repeat purchases, including trade-in initiatives.
* Digging into customer behaviour and campaign performance to fine-tune segmentation, personalisation, and programme enhancements.
* Collaborating across teams to make sure CRM and loyalty efforts are joined up and visible across the business.
A Few Things About You
* You’ve got solid experience in designing loyalty programmes and leading CRM strategy.
* Whether it’s a few years in a senior CRM role or experience as a CRM Manager, you’ve spent time focusing on customer loyalty and lifecycle marketing.
* Mobile customer journeys and contract lifecycle engagement are familiar territory- you know how to keep customers engaged throughout.
* Confident with CRM platforms, you understand how to use customer data to drive meaningful interactions.
* With a sharp analytical mindset and strong commercial awareness, you’re comfortable interpreting campaign performance and turning insights into action.
* Communication comes naturally, and you’re skilled at building relationships and leading cross-functional collaboration.
A Bit About Us
When it comes to appliances and electricals, we’ve got the lot. Washing machines? Yep. TVs? Check. Laptops? Absolutely. Everything except doorbells (just kidding, we’ve got those too).
We’re known for helping our customers brilliantly - and it’s no different for AOers. We care about more than what’s on your CV, because together we can do extraordinary things.
Our benefits are designed to cover the moments that matter to AOers. From health and wellness to giving back - you’ll be rewarded inside and outside of work.
* Holidays; 25 days, plus bank holidays (increasing to 27 days after 2 years with us!)
* Pension; Contribute 5% of your annual salary and we'll do the same, giving you a little extra support for the future.
* Be a VIP at the AO Arena; we have loads of opportunities to win free tickets and pre-sale access!
* Health & wellbeing; discounted gym membership, an onsite spa and our Help @ Hand scheme giving you access to virtual GP’s, Mental Health support and much more.
* Discounts; exclusive discounts across our product range.
* Family leave; Enhanced Maternity, Paternity and Adoption leave.
* Making a difference; 2 fully paid days a year to donate your time to any charity of your choice.
* On site perks; start your day with free on site parking, grabbing a complimentary breakfast and a coffee at our subsidised Starbucks!
To see all our benefits and perks, visit our AO Benefits page.
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