dSb Recruitment Consultancy Ltd.
Customer Loyalty Manager
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About the Role
We're partnering with one of the UK's most recognised retail brands to recruit an experienced Customer Loyalty Manager to help shape and evolve a high-profile customer loyalty proposition. This is a strategic and creative role, focused on developing compelling loyalty propositions, experiences, and initiatives that strengthen customer engagement, retention, and long-term value. You'll take customer insight and turn it into innovative, commercially impactful ideas, working closely with internal teams across Digital, CRM, Ecommerce, Product, UX, and Commercial. The business already has strong internal expertise across customer insight, data, and analytics, so this role is less about being the data expert and more about what you do with those insights – developing the strategy, proposition, and creative thinking that brings the loyalty experience to life.
Key Responsibilities
- Supporting the development and delivery of the customer loyalty strategy and roadmap.
- Identifying opportunities to enhance the loyalty proposition and create compelling customer experiences.
- Turning customer insight, data, and trends into creative, commercially relevant loyalty initiatives.
- Developing new ideas to increase customer engagement, retention, purchase frequency, and lifetime value.
- Working closely with Digital, Ecommerce, CRM, UX, Product, and Commercial teams to embed loyalty across the customer journey.
- Helping shape propositions, campaigns, customer communications, and experiences that drive loyalty.
- Championing a test-and-learn approach, using performance and customer feedback to continually evolve the proposition.
- Influencing stakeholders and bringing people together around new ideas and opportunities.
- Managing relationships with external partners and suppliers where required.
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This is an exciting opportunity to play a key role in shaping the future of customer loyalty within a large, established retailer, with genuine scope to influence strategy and make a visible commercial impact.
About the Candidate
We're looking for a customer-focused loyalty professional with strong strategic and creative thinking. You'll be someone who understands what makes customers engage, return, and become more loyal – and can translate that understanding into compelling propositions and experiences.
You'll Ideally Bring:
- Experience within customer loyalty, membership, CRM, customer proposition, or customer engagement.
- A strong understanding of how to develop and evolve customer propositions and loyalty initiatives.
- The ability to turn customer insight into creative, engaging, and commercially effective ideas.
- Experience developing customer journeys, propositions, campaigns, or experiences that drive engagement and retention.
- Strong commercial awareness and an understanding of how loyalty can support business growth.
- Excellent stakeholder management and the confidence to influence across multiple functions.
- A collaborative and innovative approach, with the ability to challenge thinking and bring new ideas to the table.
- Experience working within a digital, ecommerce, or customer-focused environment.
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Previous experience of directly owning or shaping a loyalty programme would be advantageous, but we're also open to candidates from CRM, customer proposition, membership, or customer engagement backgrounds who can demonstrate the right strategic and creative skill set. Retail, grocery, or FMCG experience would be beneficial.
About the Company
Our client is an established and highly successful UK retailer with a market-leading brand, a loyal customer base, and ambitious plans for continued digital growth. Known for putting customers at the heart of its strategy and investing in innovation, this is an opportunity to work on high-profile customer initiatives with genuine visibility and commercial impact. You'll join a collaborative, forward-thinking environment where ideas are encouraged, and talented people are empowered to influence the future of the customer experience.
Salary
Flexible depending on experience
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