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 Why Apply?

This is an opportunity to join a business that genuinely values customer loyalty as a key driver of growth. You'll have the chance to shape strategy, influence decision-making at a senior level and make a visible impact on customer engagement and commercial performance.

If you're a strategic loyalty professional looking for your next challenge, we'd love to hear from you.