Senior Customer Loyalty Manager And Retention Manager

We're recruiting a Senior Customer Loyalty & Retention Manager to lead the development and evolution of a customer loyalty proposition for a well-established, customer-focused retail business.

This is a highly visible role with significant influence across ecommerce, CRM, customer insight, digital and commercial functions. You'll be responsible for developing strategies that increase customer retention, purchase frequency and lifetime value, ensuring loyalty becomes a key driver of long-term growth.

If you're passionate about understanding customer behaviour, creating compelling customer propositions and delivering measurable commercial results, we'd love to hear from you.

The Opportunity

This role offers the opportunity to take ownership of a loyalty and retention strategy that sits at the heart of the customer experience.

Working closely with senior stakeholders across the business, you'll develop initiatives that strengthen customer engagement, drive repeat purchase behaviour and create long-term customer value through a combination of data, insight, personalisation and customer-focused innovation.

Key Responsibilities

Customer Loyalty & Retention Strategy

• Define and deliver a customer loyalty and retention roadmap
• Develop initiatives that increase customer engagement, retention and frequency
• Create compelling customer value propositions that drive long-term loyalty
• Identify opportunities to improve customer lifetime value and commercial performance

Commercial Performance

• Own key customer metrics including retention, repeat purchase and customer value
• Build business cases and evaluate the commercial impact of customer initiatives
• Use testing, analysis and experimentation to optimise programme effectiveness
• Identify new opportunities for customer growth and revenue generation

Customer Experience & Ecommerce

• Work closely with ecommerce, digital and product teams to embed customer loyalty throughout the customer journey
• Ensure customer propositions are effectively integrated across digital channels
• Support wider customer growth and ecommerce initiatives

Data, Insight & Personalisation

• Use customer data and behavioural insight to drive decision making
• Develop customer segmentation and targeting strategies
• Partner with CRM, analytics and insight teams to identify opportunities
• Champion a data-led, test-and-learn culture

Stakeholder Leadership

• Act as a subject matter expert across loyalty, retention and customer value
• Influence senior stakeholders and drive alignment around customer growth priorities
• Collaborate with internal teams and external partners to deliver strategic objectives

About You

We're interested in speaking with individuals who have experience across customer loyalty, retention, CRM, customer engagement or lifecycle marketing.

You might currently be working as:

• Senior Loyalty Manager
• CRM & Loyalty Manager
• Head of CRM
• Customer Retention Manager
• Customer Engagement Manager
• Customer Lifecycle Manager
• Loyalty Programme Manager
• Customer Proposition Manager
• Membership Manager
• Retention Lead

You’ll Bring

• Experience developing and delivering customer loyalty, retention or engagement strategies
• Strong commercial and analytical capability
• Ability to use data and insight to influence decision making
• Experience working within ecommerce, digital or customer-focused environments
• Excellent stakeholder management and influencing skills
• A passion for improving customer experience and driving measurable business outcomes

Desirable

• Retail, ecommerce, FMCG or consumer experience
• Experience launching, developing or transforming customer loyalty programmes
• Knowledge of CRM, personalisation or customer engagement platforms

Why Apply?

• Own and shape an important customer proposition
• Significant visibility across senior leadership teams
• Opportunity to influence customer growth strategy
• Collaborative and customer-focused culture
• Chance to make a measurable commercial impact

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