Responsibilities

• Own and grow our referral programme
• Lead the ongoing optimisation of our existing referral programme, identifying opportunities to improve customer engagement and commercial performance.
• Challenge existing approaches using customer insight, data and commercial analysis.
• Manage relationships with our referral agency to continuously improve programme performance.
• Lead cross-functional projects with technical teams, identifying operational improvements to the customer journey and driving them through to delivery.
• Shape our future customer loyalty strategy
• Explore new ways to reward, recognise and retain customers, building recommendations supported by customer insight, commercial analysis and testing.
• Build compelling business cases that demonstrate the value of customer loyalty initiatives and influence senior stakeholders.
• Take ownership of identifying opportunities and progressing them from concept through to delivery.
• Deliver high-quality campaigns

Requirements

• Strong end-to-end campaign management experience.
• Strong commercial mindset, with the ability to evaluate opportunities, build business cases and balance customer needs with business objectives.
• Comfortable working in ambiguity, identifying opportunities and developing recommendations.
• Strong analytical skills, using data, testing and customer insight to make decisions and continuously optimise performance.
• Proven ability to influence and challenge stakeholders constructively, building credibility across a range of business functions and seniority levels.
• Experience coaching, developing or line managing junior colleagues, with a genuine interest in helping others grow.
• Experience managing budgets, forecasts and commercial performance, with strong financial discipline.
• Experience measuring and reporting on campaign performance.
• Experience working within regulated environments, with an understanding of governance, data privacy and the importance of compliance in customer communications.

Benefits

• Starting salary between £55,000 - £65,000 per annum (dependent on experience)
• 27 days holiday, increasing with service + buy/sell scheme + bank holidays
• 8% Pension with matched contributions
• Discretionary bonus scheme
• Share schemes (including free shares and BAYE)
• Health Cash Plan and discounted private healthcare
• Enhanced family leave (subject to qualifying criteria)
• Travel and bike loan schemes
• Employee Assistance Programme