Here at Peacocks, we are seeking an experienced Customer Loyalty Marketing Manager to join our Marketing Dept. to drive the day-to-day operations of the new Peacocks Loyalty Programme.
This role will drive the day-to-day operations of the new Peacocks Loyalty Programme and would suit someone who has a good understanding of loyalty schemes, customer behaviour, and a proven track record of managing a large scale project.
Key Responsibilities & Objectives for the role
* Drive Profitable Sales Growth through our Loyalty Scheme
* Drive customer acquisition through Peacocks channels (website, social, in-store etc.)
* Create & maintain a Loyalty Scheme activity plan that drives additional revenue
* Analyse performance, customer data, and market trends to drive decisions and optimize revenue generating activity
* Review ROI on all activity and provide regular stakeholder performance reports
Great Experience for Our Customers
* Use insight and feedback to continuously enhance the customer journey by identifying opportunities to improve engagement, retention and satisfaction through the loyalty programme
* Manage rewards to ensure they align with customer expectations and values.
Communication
* Create and maintain a clear communication plan.
* Respond to feedback, work cross functionally to highlight, agree & embed process improvements.
* Continually challenge ways of working by gathering feedback from competitors, customer groups and retail team
Technical/Compliance Support
* Deal with administrative tasks such as payments, data security and data governance
* Ensure all campaigns are legally compliant and on brand. Ensure the confidentiality, integrity and availability of information being held, accessed or processed
* Monitor the health of the customer database to ensure the data being used across the business is accurate
Key experiences
* Strong understanding of consumer behaviour and loyalty programme best practices
* Good stakeholder management and communication skills
* Enjoy working within a fast-paced, ever changing environment
* Previous retail or online / Ecommerce experience desirable
Specialist skills and experience
* Experience with customer relationship management (CRM) systems & loyalty platforms
* Excellent writing, editing and proofreading skills
* Good interpersonal and relationship-building skills to work with all other departments
* Confidence to influence and collaborate with senior leaders
* Strong analytical skills with the ability to interpret complex data and translate it into actionable strategies
* Excellent project management skills with a track record of managing multiple initiatives simultaneously
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