Consumer Retention and Loyalty Manager

Twinings group; Andover; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Consumer Retention and Loyalty Manager to lead innovative strategies in consumer engagement. This role involves leveraging a cutting-edge Consumer Data Platform to enhance customer experiences and drive retention. The ideal candidate will balance strategic insight with hands-on execution, ensuring compliance with data privacy regulations while developing personalized consumer journeys. Join a dynamic team that values creativity and data-driven decision-making, and enjoy a hybrid working environment with numerous benefits, including a yearly bonus and flexible working arrangements.

Benefits

Yearly bonus based on contribution

Private Medical insurance

Flexible working arrangements

25 days holiday plus 8 bank holidays

Onsite Gym and Wellbeing Centre

Perkbox employee discount scheme

Pension scheme with contributions matched up to 10%

Cycle to work scheme

Health and wellness benefits

Recharge days and birthday leave

Qualifications

• Experience with CDP for consumer-focused brand.
• Proven ability to execute loyalty strategies based on data insights.

Responsibilities

• Enhance consumer loyalty and retention through strategic planning.
• Manage large consumer datasets to inform marketing campaigns.

Skills

Consumer Data Platform (CDP)

CRM Systems

Data Analysis

Marketing Automation

Communication Skills

Tools

Bloomreach CDP

Job description

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 an exciting journey of transformation to become a leading brand in wellbeing drinks. We have created an organization designed to be in flow, where everyone plays a pivotal role, and an experience that enables you to thrive at Twinings.

Do you want to shape the consumer experience of a highly regarded UK brand?

We’re seeking an experienced Consumer Retention and Loyalty Manager to develop strategies using our Consumer Data Platform (CDP) and lead initiatives in consumer segmentation, marketing automation, email campaigns, and overall consumer experience.

Our Customer Relationship Management program, enhanced by our recent adoption of Bloomreach CDP, provides a foundation for this role, focusing on data utilization, segmentation, consumer engagement, and content delivery to foster growth and deeper consumer connections.

This role is ideal for an experienced CRM/Retention Manager familiar with rich consumer data and CDP integration, capable of translating insights into effective strategies that prioritize consumer experience (CX).

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

Key Responsibilities

• Balance strategic planning with hands-on execution to enhance consumer loyalty and retention, inspiring deeper relationships with Twinings.
• Manage Bloomreach CDP and large consumer datasets to inform content, timing, and marketing campaigns.
• Design and implement personalization, segmentation, and customization strategies within the consumer experience.
• Ensure compliance with data privacy laws and regulations.
• Develop omni-channel consumer journeys within the CDP/CRM platform, including defining workflows, logic, and content delivery mechanisms.
• Create rules for content personalization based on consumer segments and behaviors to maximize relevance and engagement.
• Establish data tracking and reporting frameworks to evaluate performance and inform future strategies.

Skills, Knowledge, and Expertise

• Experience managing and developing strategies with a CDP for a consumer-focused brand.
• Proven ability to develop and execute loyalty and retention strategies based on data insights.
• Hands-on experience with key CDP and CRM systems.
• Curious, motivated, and capable of delivering technical, coding, or content projects efficiently.
• Knowledge of data science and experience in deriving actionable insights from data to enhance personalization.
• Excellent communication skills, capable of effectively engaging internal stakeholders and championing the role of CDP/CRM in improving consumer experience.

Benefits

• Yearly bonus based on contribution and company performance
• Private Medical insurance
• Flexible working arrangements
• 25 days holiday plus 8 bank holidays, with options to buy/sell holidays
• Onsite Gym and Wellbeing Centre
• Perkbox employee discount scheme
• Pension scheme with contributions matched up to 10%
• Cycle to work scheme
• Health and wellness benefits
• Staff discounts and online shopping
• Electric Car Scheme
• Up to four weeks Digital Nomad policy
• Various development opportunities
• Recharge days and birthday leave

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