Senior loyalty manager

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 Icelands online offer in a highly competitive grocery market.
Key Responsibilities: Online Loyalty Strategy & Proposition Define and own the online loyalty vision and roadmap for Iceland
Lead the evolution of the loyalty proposition
Ensure the loyalty offer is distinctive and commercially viable
Translate business strategy into clear loyalty priorities
Commercial Ownership & Performance Own loyalty performance including retention, frequency and CLV
Manage loyalty business cases and forecasting
Identify incremental revenue and margin opportunities
Optimise programme economics through test-and-learn
Ecommerce & Customer Experience Embed loyalty across online customer journeys
Work with CRO, UX and product teams
Use loyalty to support wider ecommerce growth initiatives
Data, Insight & Personalisation Leverage first-party data for segmentation and targeting
Partner with CRM and insight teams
Champion experimentation and data-led decisions
Cross-Functional Leadership Act as the senior loyalty lead across the business
Influence senior stakeholders
Manage technology partners and suppliers
Skills & Experience Essential Extensive experience managing a loyalty proposition.
Strong commercial and analytical capability
Deep understanding of ecommerce customer journeys
Experience influencing senior stakeholders
Desirable Grocery or FMCG ecommerce experience
Experience launching or transforming loyalty programmes
Knowledge of CRM and loyalty platforms
What Success Looks Like Improved customer retention, frequency and lifetime value across online and instore.
Clear commercial ROI from loyalty initiatives
Loyalty embedded across the customer journey
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

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