Senior loyalty manager

Job 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 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 & ExperienceEssential

• 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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