Loyalty Manager

Loyalty Manager

Role overview:
The Loyalty Manager executes commercial activities and drives the implementation and analysis of marketing campaigns to promote loyalty. Responsible for driving continuous optimisation and improvement through the execution and assessment of marketing content and campaigns.
Responsibilities:

Coordinates ongoing support and requirements for issue resolution pathways including customer care, profit protection, support, retail etc
Supports BAU merchandising & trade activities with loyalty promotions
Coordinates overall marketing strategy and collaborates closely with relevant marketing teams (e.g. TSP) to ensure seamless execution
Works with copy/translation teams to ensure high-quality, clear marketing wording is produced and presented to customers
Ensures key contacts (retail, content, CRM, studio etc.) are briefed about loyalty initiatives in a timely manner and that high quality marketing materials are produced
Key user of the loyalty CMS to ensure content is displayed as appropriate to loyalty members within the JD STATUS app
Key user of the loyalty platform, ensuring campaigns and promotions are accurately scheduled for members in a timely manner
Key user of the loyalty gamification platform, delivering highly engaging experiences for loyalty members
Owns & drives omnichannel loyalty marketing campaigns in collaboration with digital, marketing and people functions including communication methods
Ensures wider business is aware of loyalty activity by managing trade calendars, trade meetings, being proactive on Teams channels etc
Works with Loyalty Analyst to understand campaign performance and produce wrap up reports with recommendations for future campaigns
Ensures appropriate tracking is applied to links, QR codes etc. so that such reporting and analysis can take place

Role objectives and KPI’s:

Ensure regular review and optimisation of loyalty performance, content and campaigns
Translate marketing strategy into execution campaigns
Ensure reporting and analysis are fit for purpose to drive performance optimisation
Key point of contact for Omnichannel teams

Competencies:

2.1 Working With People
3.1 Relating and Networking
4.1 Writing and Reporting
4.3 Analysing
5.1 Learning and Researching
6.1 Planning and Organising
8.1 Achieving Personal Work Goals and Objectives

Skills and Experience:

2+ years’ experience in customer communication channels, including CRM strategy, paid media and targeted/1-2-1 marketing and segmentation
Experience working in a cross-functional role collaborating with multiple teams in different functions
Strong communication skills – comfortable liaising with, and presenting to, stakeholders at various organisational levels
Highly organised and able to work under own initiative, managing time efficiently and effectively
Results driven with an ability to review, analyse and draw conclusions from commercial data relating to loyalty/marketing initiatives
Willingness to learn and develop
Some experience using mar-tech platforms such as Airship, Bloomreach, Appsflyer etc an advantage
Some experience using loyalty platforms (e.g. Eagle Eye, Talon One, Oracle, Salesforce etc) an advantage

Training requirements for the role:

Marketing communication platforms
Loyalty platform
Analytical reporting platforms (Google Analytics, Power BI, Data AI)
Microsoft Excel