Job Description We are now looking for a Senior Loyalty Program Manager who will be responsible for designing and executing a customer-centric loyalty strategy that drives acquisition, engagement, retention, and lifetime value. Acting as both program manager and proposition lead, this role owns the end-to-end delivery and optimisation of the loyalty program, from strategic development and proposition design to execution, performance tracking, and continuous improvement. A key focus of the role is cross-functional collaboration and stakeholder management across all divisions, ensuring alignment to business goals and seamless integration of loyalty initiatives. You will be responsible for: Lead the end-to-end strategy, design, and execution of the loyalty program to drive retention, acquisition, engagement, and customer lifetime value Own and manage the loyalty program roadmap, ensuring timely delivery of initiatives through effective stakeholder engagement and cross-functional coordination Collaborate with teams across Marketing, Commercial, Tech, Finance, and CX to evolve the loyalty proposition based on customer insights and market trends Use segmentation and behavioural data to deliver targeted, personalised campaigns that enhance engagement and communicate key value Oversee program governance, resource planning, and KPI tracking to measure success, commercial impact, and ROI Shape promotional strategies aligned to the loyalty proposition, offering input on pricing, incentives, and promotional mechanics Analyse program and campaign performance to identify optimisation opportunities and maximise effectiveness Monitor market trends and competitor activity to identify innovations and opportunities to strengthen the loyalty offering Drive innovation through new technologies and platforms to future-proof and elevate the customer experience Ensure compliance with data privacy and security regulations, maintaining transparency and trust in all customer interactions
