Senior loyalty Manager

We are recruiting for an exciting opportunity with a major UK retail business looking to appoint a Senior Loyalty Manager to lead and develop its online customer loyalty strategy.

This is a highly influential role with ownership of the end-to-end online loyalty proposition, focused on increasing customer retention, purchase frequency and customer lifetime value.

The successful candidate will combine strong loyalty and CRM expertise with commercial and ecommerce experience, using customer data and insight to develop a loyalty proposition that delivers measurable growth.

You will work closely with senior stakeholders and teams across Ecommerce, CRM, Digital Product, Customer Insight, UX and CRO.

The Role

As Senior Loyalty Manager, you will:

• Define and own the online loyalty strategy, vision and roadmap
• Lead the continued development and evolution of the customer loyalty proposition
• Drive improvements in customer retention, frequency and lifetime value
• Identify opportunities to generate incremental revenue and margin through loyalty
• Own loyalty performance, commercial business cases and forecasting
• Develop a structured test-and-learn approach to improve programme performance
• Embed loyalty throughout the ecommerce customer journey
• Work closely with Ecommerce, CRO, UX and Product teams to improve the customer experience
• Use first-party customer data to develop effective segmentation, targeting and personalisation
• Partner with CRM and Customer Insight teams to turn data into commercially actionable initiatives
• Champion experimentation and data-led decision making
• Act as the senior loyalty specialist and advocate across the organisation
• Present strategy, performance and opportunities to senior stakeholders
• Manage relationships with external loyalty technology partners and suppliers

About You

We are particularly interested in speaking with candidates who have:

• Significant experience managing or developing a customer loyalty proposition
• Strong commercial and analytical capability
• A demonstrable track record of improving retention, frequency, engagement or customer lifetime value
• Strong understanding of ecommerce and digital customer journeys
• Experience using customer data and insight to drive segmentation and personalisation
• The ability to build robust commercial cases and demonstrate ROI
• Strong stakeholder management skills with experience influencing at a senior level
• Experience working collaboratively across CRM, Ecommerce, Digital, Product, UX and Insight functions

Experience within grocery, retail, FMCG or another high-frequency consumer environment would be particularly advantageous.

We would also be keen to hear from candidates who have been involved in the launch, transformation or significant development of a loyalty programme and those with knowledge of CRM and loyalty technology platforms.

Why Apply?

This is an opportunity to take genuine ownership of loyalty strategy within a large, established UK consumer business where customer loyalty is viewed as a key driver of future ecommerce growth.

Rather than simply managing campaigns, you will have the opportunity to shape the overall proposition, influence senior stakeholders and deliver initiatives with clear commercial impact.

Benefits include:

• Excellent company culture and supportive working environment
• Healthcare and cashback plans
• Generous employee retail discounts
• Additional partner discounts
• Subsidised onsite restaurant and Costa at Head Office
• Mental, physical and financial wellbeing support
• Excellent opportunity to influence a high-profile customer growth strategy

If you are an experienced Loyalty Manager, Senior Loyalty Manager, CRM & Loyalty Manager or Customer Retention specialist looking for a role with genuine strategic ownership, we would be keen to hear from you.