Consumer Retention and Loyalty Manager

Twinings Ovaltine; Andover; Hybrid; GBP 45,000 - 75,000; Full time

Job summary

An established industry player in the wellbeing drinks sector is seeking a dynamic Consumer Retention and Loyalty Manager. This pivotal role focuses on enhancing consumer experiences through data-driven insights and personalized engagement strategies. As part of a transformative journey, you will lead the charge in utilizing a cutting-edge Consumer Data Platform to deepen connections with consumers. Join a vibrant team that values innovation and collaboration, while enjoying flexible working options and a comprehensive benefits package. If you're passionate about consumer loyalty and ready to make an impact, this opportunity is perfect for you.

Benefits

Annual bonus based on performance

Private Medical Insurance

Flexible working options

25 days holiday plus 8 bank holidays

Onsite Gym and Wellbeing Centre

Perkbox employee discount scheme

Pension scheme with up to 10% employer contributions

Cycle to work scheme

Health cash plan

Electric Car Scheme

Qualifications

• Proven experience with CDP for consumer-centric brands.
• Strong background in loyalty and retention strategies.
• Excellent communication and presentation skills.

Responsibilities

• Manage Bloomreach CDP and large consumer datasets.
• Design personalized consumer experiences through segmentation.
• Establish data tracking and reporting processes.

Skills

Consumer Data Platform (Bloomreach)

CRM Systems

Data Insights

Consumer Segmentation

Loyalty Strategies

Communication Skills

Tools

CDP Systems

Marketing Automation Tools

Job description

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Consumer Retention and Loyalty Manager

Application Deadline: 15 May 2025

Department: Marketing

Employment Type: Permanent - Full Time

Location: Andover

Description

Great People Work Here

In Twinings UK&I, we are on a transformative journey to establish ourselves as a prominent brand in wellbeing drinks. We have created a dynamic organization where everyone plays a pivotal role, fostering an environment that enables you to thrive and get the most out of life at Twinings.

Do you want to shape the consumer experience of one of the most recognizable UK brands?

We are seeking an experienced Consumer Retention and Loyalty Manager to lead our strategy in utilizing our Consumer Data Platform (Bloomreach), and to oversee industry-leading consumer segmentation, marketing automation, email campaigns, and overall consumer experience enhancements.

Our CRM program is well-established, and with the addition of our CDP, this role is designed to spearhead our growth and deepen our connection with consumers through data-driven insights, segmentation, and personalized engagement.

This position is ideal for a professional experienced in strategy and execution within CDP environments, with a strong understanding of data utilization, consumer segmentation, and CRM/loyalty strategies, always prioritizing consumer experience (CX).

Details: Permanent, Full Time, Hybrid (2-3 days in person with colleagues)

Key Responsibilities

• Balance strategic planning with hands-on delivery to enhance consumer loyalty and retention, fostering deeper relationships with Twinings consumers.
• Manage the Bloomreach CDP and large consumer datasets, using insights to guide content creation, timing, and marketing campaigns.
• Design and implement personalized consumer experiences through segmentation and customization strategies.
• Ensure compliance with data privacy laws and regulations.
• Develop omni-channel consumer journeys within the CDP/CRM platform, including defining workflows, business logic, and content templates.
• Create rules for personalization that tailor content and offers based on consumer segments and behaviors, maximizing relevance and engagement.
• Establish data tracking and reporting processes to analyze performance and inform future strategies.

Skills, Knowledge and Expertise

• Proven experience managing and developing strategies around a CDP for a consumer-centric brand.
• Strong background in developing and executing loyalty and retention strategies based on data insights.
• Experience with key CDP and CRM systems.
• Curious, motivated, and capable of delivering technical, content, or coding projects efficiently.
• Knowledge of data science and delivering measurable business benefits through data-driven personalization.
• Excellent communication and presentation skills to foster internal collaboration and advocate for the CRM/CDP initiatives.

Benefits

• Annual bonus based on performance
• Private Medical Insurance
• Flexible working options
• 25 days holiday plus 8 bank holidays, with holiday purchase/sell options
• Onsite Gym and Wellbeing Centre
• Perkbox employee discount scheme
• Pension scheme with up to 10% employer contributions
• Cycle to work scheme
• Health cash plan
• Staff discounts both onsite and online
• Electric Car Scheme
• Up to four weeks Digital Nomad leave
• Extensive development opportunities
• Two recharge days annually
• Birthday day off

Details: Permanent, Full Time, Hybrid (2-3 days in person)