Job Title
Senior Loyalty Manager
Function and Department
CRM
Location
Milton Keynes
Reporting To
Head of CRM
Effective Date
January 2025
Job Purpose
To lead and oversee the development, implementation, and optimisation of Domino's Pizza Group's loyalty programme, ensuring commercial viability, customer engagement, and long‑term growth.
Key Responsibilities
* Manage and develop the loyalty team, including direct management of a Loyalty Manager.
* Oversee the growth of the pilot loyalty programme, ensuring it meets sign‑up and order count uplift targets.
* Lead the development and delivery of a fully integrated loyalty programme across in‑store, web, and app platforms.
* Ensure commercial viability of the loyalty programme, managing costs and financial projections.
* Develop and maintain a strategic roadmap for the loyalty programme, ensuring adaptability and optimisation potential.
* Make independent, commercially‑driven decisions to progress the loyalty programme.
* Plan and manage project timelines, holding team members and stakeholders accountable for deadlines.
* Present proposals and updates to senior management and key stakeholders to secure buy‑in and approvals.
* Analyse programme performance and customer data to drive continuous improvement.
* Collaborate with cross‑functional teams to ensure seamless integration of the loyalty programme across all customer touchpoints.
Strategic Responsibility
The role has significant responsibility for setting and implementing the loyalty strategy, developing the long‑term vision for the loyalty programme, and aligning it with overall business objectives.
Business Knowledge
Requires strong external commercial awareness, particularly in the food delivery and loyalty programme space. Works closely with Marketing, IT, Operations, Finance, and Customer Service teams.
Problem Solving
Requires advanced analytical thinking to develop innovative solutions to complex problems, evaluating multiple sources of information in novel situations.
Decision Making
High‑level decision‑making within broad business guidelines, significantly impacting the loyalty programme and customer retention and revenue growth.
Communication
Excellent communication skills, including influencing and negotiation, with strong presentation skills for pitching ideas and securing senior management buy‑in.
Innovation
Continuous innovation in loyalty strategies, customer engagement techniques, and programme optimisation. Full responsibility for implementing improvements.
Qualifications
* Bachelor's degree in Marketing, Business Administration, or related field
* MBA or relevant postgraduate qualification preferred
Knowledge
* In‑depth understanding of loyalty programme mechanics and best practices
* Strong knowledge of customer marketing principles and strategies
* Comprehensive understanding of digital platforms and their role in loyalty programmes
* Solid grasp of financial modelling and commercial viability assessment
Skills and Abilities
* Excellent leadership and team management skills
* Strong analytical and problem‑solving abilities
* Outstanding project management and planning skills
* Exceptional communication and presentation skills
* Ability to make data‑driven decisions
* Creative thinking and innovation in customer engagement strategies
* Commercial acumen and financial management skills
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