Responsibilities
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. This includes shaping the loyalty strategy and translating it into impactful initiatives, as well as leading the development, pilot and launch of the loyalty programme. You'll head up all customer‑focused workstreams – from identity and campaigns to the overall marketing approach – while acting as the loyalty expert for cross‑functional teams covering technology, reporting and retail processes. Alongside this, you'll work closely with Store Marketing and key stakeholders to drive customer recruitment, manage the day‑to‑day operation of the programme, 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.
Qualifications
* 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 of margin management in the context of loyalty
Benefits
* Pension
* 15% colleague discount in‑store and online
* Save As You Earn scheme
* Financial wellbeing support
* Financial education tools
* Salary advance
* Seasonal incentive schemes
* Retail management apprenticeship programmes with local providers and access to a virtual internal network for learning together
* Discounted gym membership, mobile phone contracts and car leasing
* Discounts across 100s of UK retailers
* Employee assistance programme – access to tools to support mental, physical and financial wellbeing
* Enhanced maternity, paternity and adoption leave
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