Loyalty Manager - Membership (Full-time)
Job Introduction
As a Loyalty Manager in our Membership Team, you will be responsible for managing and enhancing customer retention and loyalty through our new Membership rewards program, UNLOCKED, at Selfridges. Your role involves analyzing customer behavior and adjusting strategies to boost engagement, frequency, spend per customer, and retention.
Reporting to the Head of Membership Operations, this position is crucial in ensuring a customer-centric approach and supporting our growth ambitions for the Membership base and sales. Your primary focus will be on building lasting relationships with our customers to encourage repeat visits and purchases.
Our new proposition rewards not only spending but also the time customers spend with us, marking an exciting evolution in our customer strategy and offering a significant opportunity for our brand.
Responsibilities include:
* Contributing to the achievement of our membership goals by prioritizing customer experience and operational excellence.
* Maximizing customer sign-ups and engagement with Selfridges Unlocked by identifying opportunities and risks using data and research, and collaborating with stakeholders to improve member engagement and efficiency.
* Driving membership sales through loyalty offerings, leveraging analytics and experimentation to develop innovative strategies across all customer segments.
* Evaluating the effectiveness and long-term impact of our membership initiatives, managing budgets efficiently with a focus on cost-effectiveness.
* Monitoring KPIs with strong analytical skills, working with Membership Analytics & Finance to interpret customer and financial data, and conducting performance analysis.
* Managing membership activations proactively for prospective, new, and existing members.
* Designing and executing communication strategies to attract, develop, and retain members, collaborating with CRM and Clienteling teams, and utilizing customer insights.
* Serving as a key contact for membership propositions and updates, providing regular reports to senior management and addressing issues with proposed solutions.
* Leading progress meetings, briefings, and supporting the development of presentation materials with internal and external stakeholders.
* Building strong relationships across departments (retail operations, product & tech, digital, Analytics & CRM, Marketing, events) to ensure smooth operations.
Desired Skills
* Experience in loyalty program management with a strong understanding of loyalty logic and industry trends.
* Data-driven with a commercial mindset, possessing robust analytical and quantitative skills.
This role requires flexibility in work tasks, which may evolve based on business needs.
#J-18808-Ljbffr