Blue Light Card. Individually great, together unstoppable The Role and the TeamWe’re looking for a Senior Retention Strategy Manager to deliver key CRM and engagement initiatives, taking ownership of complex projects from insight through to execution.Working closely with the Head of CRM, you’ll help bring our member retention, loyalty and advocacy vision to life. From vertical integrations and go-to-market planning, to developing new loyalty propositions, you’ll combine data, problem-solving, hands-on execution and cross-functional collaboration to make a measurable impact.This is a new role created through growth, joining a collaborative and high-performing CRM team where you’ll genuinely see the impact of your work on both the business and our members. You’ll start as an individual contributor, and will quickly grow into a people manager as the team continues to expand.What You’ll Do Translate retention, frequency and loyalty strategic objectives into actionable plans, frameworks, and initiativesLead on major projects such as vertical integrations, GTM planning, and loyalty programme developmentWork closely with the Data team to analyse large and complex datasets to generate insights that guide decision-makingBuild business cases and recommendations, ensuring strategies are data-ledCollaborate with teams across Product, Tech, Data, Marketing, and Commercial to deliver high-impact initiativesTrack and report on the effectiveness of strategies, sharing insights and learnings to shape future plansStay across market trends and innovations in CRM, loyalty, and customer engagementWhat You’ll Bring Extensive CRM, retention, or lifecycle marketing experience, with a strong emphasis on strategy and planningA solid analytical mindset, able to translate data into clear, actionable recommendations; experience in strategy, consulting, or insight-led roles is a plusExperience delivering cross-functional CRM or loyalty initiatives, working collaboratively with stakeholders at all levelsStrong communication skills, with the ability to influence decisions, navigate ambiguity, and drive clarity to deliver impactful outcomesProven project management skills, comfortable taking ideas from concept through to delivery; project management qualifications (e.g., PRINCE2) are advantageous.Hands-on experience with Braze, with a good understanding of personalisation at scalePeople management experience, with the ability to coach, mentor, and develop othersExperience using AI technologies to scale CRM activity and personalisationOur CultureOur mission is simple – make heroes happy. Our members are the real-life heroes who keep us all safe, cared for, and thriving. It’s what gets us up in the morning and pushes us to go further, think bigger, and create something that truly matters. By focusing on their happiness, we create amazing experiences, deliver unrivalled discounts, innovative products, and world-class service.We don’t just follow the usual path - we look for smarter, bolder ways to deliver real impact. We take ownership, move fast, and work shoulder to shoulder to build something special. We’re committed to building a diverse and inclusive team where everyone feels they belong. Different perspectives and experiences help us grow, innovate, and better reflect the communities we serve.We promote hybrid working, and value in-person collaboration so encourage time in our offices, where you can make the most of our fully stocked snack drawers – either the HQ in Leicestershire, or London, Holborn office. The frequency and office location will vary depending on the role and team. We aim to be flexible, but we aren’t able to offer fully remote working.What We OfferHybrid working and flexible hoursFree parking and EV charging onsite at HQ25 days annual leave plus an additional day off for your birthday, and a buy and sell holiday scheme of up to 5 daysA company bonus schemeYour own Blue Light Card and exclusive access to thousands of discountsGenerous funded BUPA medical insurance covering pre-existing conditionsGroup auto-enrolment pension planEnhanced parental leave and absence leaveHealthcare cashback planEmployee assistance programme (including mental health support) and mental health first aidersGreat social events e.g., festive party, summer party, team socials, sports matchesRegular company-wide recognition events e.g. monthly Light’s Up and annual Shine awardsRelaxed dress code and modern office space (games area, chill-out areas, book club, free drinks/snacks)Onsite gym at HQ (including access to free HIIT & stretch classes)Strong learning and development culture and personal growth fund#LI-HybridRemote Status: hybridLocation 124-28 Bloomsbury WayLondonLondonWC1A 2SNUnited KingdomLocation 2 *(if applicable)Charnwood Edge Business ParkCossingtonLeicesterLE7 4UZUnited Kingdom