Customer Loyalty Manager

Digital Marketing £ 35,000 - £ 40,000 per year, pension, 25 days annual leave, health plan

Customer Loyalty Manager
£35,000 to £40,000
Location: Wimbledon

Do you want to work for a company that's been giving customers peace of mind for over 100 years? How about a company that helps to look after 23.9 million products? Do you have experience in customer loyalty and retention?

Thank goodness you're here.

This company is looking for a Customer Loyalty Manager to join their Marketing team, and you'll be helping to define the Customer Loyalty Strategy in line with the overall business strategy. The role is a brand-new position and so you'll be in the unique position of starting from the very bottom, the very beginning, and playing a key role in building it out to literally thousands and thousands of customers.

The Role and The Responsibilities:
* Determine customer retention behaviour by working closely with Customer Analytics
* Build an in depth understanding of customer attitudes, expectations and drivers influencing their decision to stay or leave, working with the Customer Insights Team's and conducting market research as necessary
* Assist the Head of Customer Loyalty & Reward in building all aspects of the loyalty strategy, defining business approach to new vs. existing customers to support overall customer strategy
* Monitor business retention rates, proposing and testing mitigating/growth solutions
* Define the customer loyalty roadmap, monitoring and reporting on progress accordingly
* Own the end-to-end retention journey, evaluating existing and exploring new touchpoints to optimise customer experience and commercial performance
* Utilise new and emerging business technology investments to deliver an intelligent, customer-led and personalised retention approach
* Responsible for the creation and evolution of all customer retention communications, ensuring they are effective and in line with our marketing principles
* Engage and brief external agencies where required to support with customer retention projects
* Build and maintain strong working relationships across the business to facilitate effective day-to-day operations and alignment

The Ideal Candidate:
* Previous Marketing experience within either campaigning or customer communications
* Previous experience of customer retention campaigning & offers
* Experience working within B2C consumer marketing
* Experience of using data and insight to run different marketing messages and target different customers
* An understanding of Customer Marketing best practise (tools and methodologies)
* Knowledge of Marketing Communications & Planning
* Working knowledge of marketing regulation (including GDPR)
* Able to manage stakeholders at all levels and work cross-functionally
* Strong analytical skills with the ability to interpret customer and commercial data
* Strong written and verbal communication skills
* Previous experience with customer engagement programmes and Customer insight/research (preferred)

Interviews will very likely be happening this week, so if you want to be part of that then get in touch with me, Matt, on 0207 845 7708. Or you can email me on I'm also on LinkedIn if you want to connect there:

Contact: Matt Hearnden

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