Senior Loyalty Manager

Are you passionate about building customer loyalty, driving long-term engagement and creating strategies that deliver measurable commercial value?

We're seeking an experienced Loyalty Manager to lead the development and execution of an ambitious customer loyalty strategy for a leading consumer-facing business. This is a pivotal role focused on understanding customer behaviour, maximising customer lifetime value and delivering compelling loyalty propositions that strengthen customer relationships and drive sustainable growth.

This is not a traditional CRM role. We're looking for a commercially minded loyalty specialist who can shape strategy, influence senior stakeholders and develop programmes that genuinely enhance customer engagement and retention.

Key Responsibilities

• Develop and own the long-term loyalty strategy aligned to wider business objectives
• Drive customer retention, engagement and lifetime value through innovative loyalty initiatives
• Analyse customer behaviour, market trends and competitor activity to identify opportunities for growth
• Lead the optimisation and evolution of existing loyalty programmes
• Work cross-functionally with Commercial, Marketing, Digital, Insight and Product teams to deliver customer-centric initiatives
• Build compelling business cases and measure programme effectiveness through meaningful KPIs
• Identify opportunities to improve customer experiences and increase programme participation
• Utilise customer insight and data to inform decision-making and strategic recommendations
• Present performance, opportunities and recommendations to senior leadership teams

About You

• Proven experience in a Loyalty Manager, Loyalty Strategy, Customer Loyalty, Retention or Customer Engagement role
• Strong understanding of loyalty programme development and customer lifecycle management
• Commercially astute with the ability to translate customer insight into business outcomes
• Experience using customer data and analytics to shape strategy and measure success
• Strong stakeholder management and influencing skills
• Comfortable working across multiple business functions to deliver strategic initiatives
• Passionate about customer experience and creating meaningful customer relationships
• Excellent communication, presentation and project management skills

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