Loyalty Manager - Membership (Full-time)
Job Introduction
As a Loyalty Manager in our Membership Team you will be managing and improving customer retention and fostering customer loyalty, via our new Membership rewards program at Selfridges, UNLOCKED. You will do this by analysing customer behaviour, and adjusting strategies to drive customer engagement through frequency, spend per customer and retention.
Reporting to the Head of Membership Operations this role is critical in ensuring we put the customer at the heart of what we do and driving our significant growth ambitions for the Membership population and sales. Your ultimate focus will be on creating last relationships with our customers that keep them coming back
Our new proposition not only rewards spend but also spending time with us, and this is the next exciting step in our customer strategy, and huge opportunity for our brand.
Responsibilities include:
1. Play a key role in helping us achieve our ambitious membership goals by putting customer at the heart and driving operational excellence
2. Be responsible for maximising customer sign up and engagement with Selfridges Unlocked. Identify opportunitiesand risks for the program by proactively using data and research and working collaboratively with key stakeholders to drive improvements in Member engagement and efficiency
3. Drive membership sales through customer loyalty offerings. Leverage analytics and experimentation capabilities to build innovative selling strategies to optimize loyalty lifecycle management across all customer segments
4. Be laser focused on understanding the effectiveness and long term loyalty effect of our membership proposition and activations. Forecast and manage budgets effectively, always being cost conscious
5. Be the go-to person on the Membership Team for KPI tracking, based on your strong analytical and quantitative skills. Work closely with Membership Analytics & Finance to interpret customer and financial KPIs and deep dive on performance
6. Provide a hands-on approach to initiating, managing, monitoring and fulfilling membership activations, across prospective, new and existing members
7. Design and manage Membership communications strategies focused on attracting, developing and retaining customers and using our insights, collaborating with our CRM and Clienteling teams and leveraging insights about our Unlocked customer.
8. Be a key point of contact on our membership proposition & updates relating to the membership programs. Deliver regular progress data reports to the senior program team, proactively reporting any issues together with solutions
9. Attend & run progress meetings, check-ins & briefings with internal & external stakeholders and support in the development of presentation materials
10. Together with the wider central program team build strong relationships and embed effective ways of working with key internal stakeholders (including retail operations, product & tech, digital, Analytics & CRM, Marketing, events) to ensure smooth operations across Membership.
Desired Skills
11. Experience in Loyalty Program management, bringing a rich understanding of loyalty programme logic and industry trends
12. Data-driven with a commercial mindset – leveraging strong analytical & quantitative skills
13. Problem solving & communication skills
14. Attention to detail
This guide represents a summary of the role, however all team members are expected to be flexible in the work they undertake, which may change from time to time, according to the needs of the business.
Selfridges