Role: Loyalty Manager
Salary: Up to £55,000 + Bonus
Location: Hampshire HQ – Hybrid Model - 1 day per week on site
Duration: 12-month FTC
Sanderson have partnered with a household retailer looking for a Customer Loyalty/Marketing Manager on a fixed term basis to deliver the new loyalty and rewards proposition.
Experience Required:
* Experience in Loyalty program proposition and strategy definition
* Strong understanding and experience in operational management of Loyalty schemes
* Experience with customer insights and behavioural analytics tools
* Knowledge of Loyalty best practices, trends, and industry standards
* Familiarity with legal and compliance considerations related to Loyalty programs
* Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams and engage customers
* Good analytical skills with the ability to derive insights from data and make data-driven decisions
* Detail-oriented with strong project management skills to handle multiple initiatives simultaneously
* Creative problem-solving skills and a proactive approach to overcoming challenges
* Experience in the retail, hospitality, or e-commerce industry is beneficial
Responsibilities:
* Support the Senior Loyalty Manager with the formulation of new strategies for the Loyalty proposition, positioning and brand (working with teams that enable the delivery e.g. Brand Marketing)
* Own the Loyalty roadmap, driving continuous innovation and evolution of the Loyalty reposition and its capabilities.
* Identify and implement initiatives that acquire new customers into the loyalty programs and nurture and increase the value of existing loyalty members, such as loyalty events, promotions, rewards, and surprise and-delight initiatives. Owning the end-to-end delivery, working cross functionally with teams such as marketing, commercial and retail
* Define how we will look after our most valuable members, using personalised offers and experiences to recognise and maintain their value
* Act as the guardian of the loyalty CX throughout the acquisition, sign-up, welcome, and leave journeys
* Ensure the effective embedding of the Loyalty propositions across channels and customer journeys Insights, Reporting, and Performance Analysis
* Engage with data and analytics teams to gather and leverage customer data, generating insights to drive loyalty strategies
* Be accountable for the effective operational management of the Loyalty programs and execution of Loyalty initiatives
* Provide direction and guidance to the Loyalty Ops team
* Widely share the Loyalty plan and how we will grow value from new and existing members
* Collaborate with cross-functional stakeholders - including data & analytics, marketing, digital, commercial, customer service - to deliver Loyalty objectives and the required customer experience.
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