Responsibilities

• Translating customer data analysis and insights into targets, strategies and action plans to increase loyalty sign-ups, purchase frequency and customer spend.
• Developing customer segments, journeys and next best action pathways in partnership with CRM, email and direct marketing teams to improve engagement and programme effectiveness.
• Using customer insight and feedback to continuously enhance the loyalty programme, ensuring it remains relevant, competitive and customer-focused.
• Ensuring customer data is handled securely and compliantly in line with GDPR and company data policies.
• Leveraging customer data, market insights and research to evolve the loyalty proposition, driving customer value, business performance and differentiation.
• Collaborating with cross-functional teams including Merchandising, Digital, Marketing, CX, UX, Retail and Finance to deliver exciting annual plans for loyalty members.
• Working on the promotional plan with Merchandising and Marketing planning teams to ensure we deliver ‘added value’ and exclusive benefits for loyalty members.
• Managing the loyalty budget, defining and prioritising how we invest in the programme of loyalty activities.
• Leading the planning and coordination of loyalty campaigns and communications both internally and externally, building engagement with the programme and brand love.
• Monitoring, analysing and reporting on loyalty KPIs, sharing learnings and feedback to ensure continuous improvement of the loyalty programme.

Requirements

• Demonstrable experience in CRM / Loyalty scheme management.
• Experience working with customer data and CRM segmentation.
• Customer centric with ability to translate data and insight into strategies and action plans.
• Experience working with customer data agencies.
• Strong planning, project management, attention to detail and collaboration skills, delivering projects/campaigns/propositions on time and in budget.
• Strong communicator, collaborator and empathetic relationship builder.
• Blend of strategic and customer data-driven mindset.
• Pro-active, highly motivated, shows initiative and contributes well-considered ideas.
• Team player.
• Flexible, positive energy, good with time management and prioritisation.

Preferred

• A relevant degree or tertiary qualification in Marketing, Business, Fashion or other relevant sectors is desirable.

Benefits

• Salary: up to £33,000 depending on experience (Band 2)
• 34 days paid annual leave (including bank holidays), increasing with length of service
• Attractive 50% employee discount
• Flexible benefits allowance to personalise your benefits package
• Private Medical Scheme including 24/7 virtual GP
• Free access to our Employee Assistance Programme through Retail Trust with 24/7 support
• Pension plan with generous 7% employer contributions
• Life assurance programme
• Enhanced family leave policies
• Flexible working opportunities with our hybrid working approach