Customer Communications & Marketing Manager - Loyalty

Talktalk; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading telecommunications company in Manchester is looking for a professional to drive loyalty and advocacy programs. The role requires significant experience in loyalty or advocacy marketing and a proven track record. You will design initiatives to enhance customer engagement, collaborate with various teams, and monitor performance metrics. The company offers great employee benefits, including healthcare and generous holiday packages.

Benefits

Free on-site parking

25 days annual leave plus options

Private healthcare

Competitive pension scheme

Free broadband

Life event gifts

Inclusive employee networks

Salary sacrifice scheme

Retail and leisure discounts

3 paid volunteering days

Qualifications

• Significant experience in loyalty, CRM or advocacy marketing in a B2C environment.
• Proven track record of delivering successful loyalty programs.
• Experience using data and analytics to shape customer engagement strategies.

Responsibilities

• Design and implement loyalty programs that drive engagement and retention.
• Collaborate with teams to align loyalty activities with business goals.
• Monitor metrics and refine programs using data insights.

Skills

Communication skills

Analytical skills

Project management

Stakeholder management

Problem-solving

Job description

Drive the development and delivery of loyalty and advocacy programmes that build deeper relationships with our customer base, increase advocacy, and support commercial objectives. Work in cross‑functional squads to ensure loyalty initiatives are integrated across the business.

Responsibilities

• Design and implement loyalty programmes and advocacy initiatives that drive customer engagement and retention.
• Work with Commercial, Product, and Data teams to align loyalty activity with business goals and customer insights.
• Develop communications that celebrate customer milestones, encourage referrals, and build brand advocacy.
• Monitor loyalty metrics and use data to refine and improve programmes.
• Collaborate with the Stakeholder Engagement team to ensure all loyalty communications are compliant and on‑brand.
• Assist with the development of key KPIs to ensure continued focus across the business on advocacy and loyalty.

Qualifications

• Experience significant experience in loyalty, CRM, or advocacy marketing, ideally in a B2C environment; proven track record of delivering successful loyalty or advocacy programmes; experience using data and analytics to shape and optimise customer engagement strategies; experience managing external partners, agencies, or suppliers; demonstrated ability to work in agile, cross‑functional teams.
• Skills excellent communication and storytelling skills; advanced analytical and data interpretation skills; strong project management skills; exceptional stakeholder management and cross‑functional collaboration skills; creative problem‑solving and innovation in developing new loyalty and advocacy approaches; ability to measure, report, and optimise loyalty programme performance.
• Behaviours / Values Fit customer‑focused, collaborative, and commercially minded; passionate about building advocacy and loyalty; comfortable challenging the status quo and bringing new ideas; adaptable, resilient, and able to work at pace in a fast‑changing environment.
• Inclusive Employer Statement As a recognised Top 50 Inclusive Employer in the UK, we believe that diversity fuels innovation and success. At TalkTalk, inclusion is part of our DNA – we’re all 100% human, and we’ve created a culture where you can truly be yourself.

Benefits

• Free on‑site parking at our offices
• Generous holiday package – 25 days annual leave, 3 wellbeing days, and your birthday off (plus the option to buy up to 10 more days!)
• Private healthcare for all employees
• Competitive pension scheme and performance‑related bonus opportunities
• Free broadband for all employees
• Life event gifts – celebrating milestones like marriages and births
• Inclusive employee networks – open to all, supporting peer connection and thought‑provoking conversations
• Salary sacrifice scheme – save on dental, gym, and more
• Big retail and leisure discounts
• 3 paid volunteering days a year – because making a difference matters to us too