About The Job
Customer Loyalty Manager – Wakefield – £46,000-50,000
At cardfactory, we’re passionate about helping customers celebrate life’s big moments (and the little ones too!) without breaking the bank. The more we inspire people to celebrate, the more they come back to us – which is why we want to show our customers how much they mean to us. This customer‑first mind‑set is at the heart of this brand‑new role.
This role is available on a 12 month fixed term contract basis and is a hybrid role with 2 days per week in our Wakefield office.
What You’ll Do
You’ll be the mastermind behind our loyalty programme – creating, launching, growing it and ultimately turning happy shoppers into lifelong brand advocates. You’ll take full ownership of the cardfactory loyalty proposition, ensuring it stays relevant to our customers and true to the brand, while driving long‑term customer value growth.
Your responsibilities include shaping the loyalty strategy, translating it into impactful initiatives, leading the development, pilot and launch of the programme, and heading all customer‑focused workstreams – from identity and campaigns to the overall marketing approach. You will act as the loyalty expert for cross‑functional teams covering technology, reporting and retail processes, and work closely with Store Marketing and key stakeholders to drive customer recruitment, manage day‑to‑day operations and deliver engaging CRM communications that keep customers coming back.
Insight and performance will be at the core of your approach, with clear measurement, reporting and sharing of learnings to continually optimise the programme.
What You’ll Bring
* Proven experience in designing and operating loyalty programmes in a retail environment
* Strong strategic thinker and ability to solve complex customer problems in a structured way
* Data‑driven and analytically minded – deep understanding of customer behaviour, segmentation and trigger‑based loyalty campaigns
* Strong understanding of CRM platforms, analytics tools and loyalty management solutions
* Fluent in using customer insight and data to identify loyalty opportunities and develop loyalty initiatives
* Strong communicator and ability to influence and collaborate with digital, commercial, marketing, finance and retail teams
* Some people leadership and team management experience
* Budget management experience and familiarity with margin management in the context of loyalty
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