CRM & Loyalty Manager

TN United Kingdom; Warrington; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic CRM and Loyalty Manager to spearhead their loyalty program. In this pivotal role, you will enhance customer loyalty and retention through innovative strategies and data-driven insights. You will collaborate with cross-functional teams to deliver an exceptional loyalty experience for customers. This position offers the opportunity to influence business growth while managing a budget and ensuring compliance with regulations. If you are passionate about customer engagement and have a proven track record in CRM management, this role is perfect for you.

Qualifications

• Experience as a CRM & Loyalty Manager is essential.
• Proven expertise in customer loyalty program development.
• Strong analytical skills for data-driven decision making.

Responsibilities

• Lead the development and implementation of a new CRM system.
• Analyze customer behavior to design an engaging loyalty program.
• Collaborate with marketing and sales teams to promote loyalty.

Skills

CRM Management

Customer Loyalty Programs

Data Analysis

Marketing Strategy

Project Management

Customer Segmentation

Communication Skills

Leadership Skills

Education

Bachelor's Degree in Marketing

Bachelor's Degree in Business Administration

Tools

CRM Systems

Marketing Software

Job description

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Are you passionate about customer engagement and loyalty? Do you thrive on understanding customer behaviors and leveraging data to drive business growth? If so, we have the perfect opportunity for you!

We are looking for a CRM and Loyalty Manager to lead the development and implementation of our loyalty program.

In this role, you will be instrumental in enhancing customer loyalty, increasing retention, and driving repeat business. You will work cross-functionally with marketing, sales, and IT teams to deliver a world-class loyalty experience for our Mobility customers.

Operational Excellence:

Lead the development and implementation of a new CRM system and loyalty program.

Analyse customer behavior and market trends to design an effective and engaging loyalty program.

Work closely with marketing and sales teams to promote the loyalty program.

Monitor and evaluate program performance, making necessary adjustments to improve effectiveness.

Manage customer data for personalized marketing and relationship management.

Handle customer inquiries and concerns related to the loyalty program.

Collaborate with vendors and partners to enhance the program’s rewards.

Ensure compliance with legal regulations related to customer loyalty initiatives.

Conduct regular performance reporting to the Mobility Marketing Director.

Support tactical sales campaigns and lead generation initiatives.

Research industry trends to enhance our loyalty proposition and campaigns.

Assist in achieving CRM and loyalty KPIs, measuring ROI, and continually improving performance.

Identify growth opportunities and contribute to business profit strategies.

Undertake additional tasks as requested by the Marketing Director.

Manage the budget for loyalty program operations and promotions.

Align all activities with business KPIs and strategic priorities.

Evaluate and report ROI on CRM and loyalty initiatives.

Oversee stakeholder relationships and budget management.

Influence sales teams to prioritize loyalty-focused initiatives.

Contribute to departmental budget objectives.

Customer Focus:

Maintain deep market insight, understanding customer needs, buying behaviors, and competitors.

Develop and implement customer segmentation strategies for optimized growth.

Ensure an outstanding customer experience through all loyalty interactions.

People Focus:

Collaborate with the Marketing Manager for Retail and Mobility Marketing Director to achieve shared KPIs.

Utilise data-driven insights to improve customer experience continuously.

Foster strong relationships with internal stakeholders, treating them as valued customers.

Promote teamwork and uphold company values in all interactions.

Take responsibility for personal development and professional growth.

Engage and gain buy-in from all internal stakeholders, working as one team.

Skills, Qualifications & Experience:

Bachelor's degree in Marketing, Business Administration, or a related field.

Proven experience as a CRM & Loyalty Manager or a similar role.

Expertise in developing and managing profitable customer loyalty programs.

Strong knowledge of customer segmentation and targeting strategies.

Proficiency in data analysis and reporting.

Hands-on experience with CRM systems and marketing software.

Strong understanding of customer relationship management (CRM).

Excellent leadership, communication, and project management skills.

Ability to handle multiple projects with minimal supervision.

Organised, accountable, and self-motivated, with a proactive approach.

Experience in the Mobility/Fuel sector is a plus.

To be considered for this role you must have experience as a CRM & Loyalty Manager not generalist marketing experience.