Responsibilities

• Bring our CRM and loyalty transformation roadmap to life, turning strategy into clear priorities, practical plans and measurable progress.
• Help evolve McArthurGlen Club into a more compelling loyalty proposition that creates value for our customers and supports business growth.
• Use customer data, insight and performance trends to improve how we engage, retain and reactivate customers.
• Partner closely with Digital, Technology, Data, regional teams and external partners to improve our platforms, journeys and personalisation capabilities.
• Create simple, scalable ways of working so teams across Group, regions and centres can deliver consistent and effective CRM and loyalty activity.
• Set clear standards for testing, measurement and optimisation, helping teams learn what works and continuously improve.
• Lead and develop the CRM and loyalty team, creating clarity, focus and momentum through a period of transformation.

Requirements

• Senior experience in CRM, loyalty, customer engagement or a related digital/customer role within a consumer-facing business.
• A strong track record of delivering CRM, loyalty or customer transformation programmes that have created measurable impact.
• Good understanding of CRM platforms, loyalty propositions, first-party data, segmentation, personalisation and customer lifecycle management.
• Confident working across product, data, technology and marketing teams, with the ability to turn complex topics into clear priorities and actions.
• Strong commercial judgement and analytical mindset, with the ability to connect customer engagement activity to business performance.
• Experience leading teams or cross-functional stakeholders through change in a matrix or multi-market environment.
• Fluent in English; additional European languages would be an advantage.
• Comfortable travelling to our centres across Europe when needed.

Preferred

• Additional European languages would be an advantage.

Benefits

• Competitive Salary & Bonus: Enjoy a competitive salary with a performance bonus of up to 30%.
• Wellbeing Allowance: Claim towards yoga, gym equipment, or any activity that promotes your wellbeing .
• Volunteering Days: Benefit from 2 paid volunteering days per year.
• Exclusive Discounts: Access special discounts at our Designer Outlets.
• Flexible Working: Hybrid working options where possible to accommodate your needs.
• International Exposure: Work with colleagues across eight countries within a global organization.
• Learning & Development: Access LinkedIn Learning from day one with over 16,000 courses available. Grow through internal moves, cross-country projects, international secondments, and a calendar of core development opportunities.
• Values-Based Culture: Thrive in an inclusive and collaborative environment where we value excellence, innovation, and making a difference.
• Positive Work Environment: Over 89% of our colleagues would recommend us as a great place to work, according to our latest internal engagement survey.