Customer Loyalty Manager

Merry Hill Group; Castleton; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading retail company in the UK is searching for a Loyalty Manager to develop and implement strategies that create brand advocates among customers. The role requires strong digital marketing skills and data-driven decision-making. Responsibilities include managing the loyalty calendar, enhancing customer engagement, and collaborating with cross-functional teams. This is a pivotal role to embed loyalty into the customer strategy, based at the Head Office in Greater Manchester under a hybrid work model.

Benefits

Career development opportunities

Supportive work environment

Training for personal skills

Qualifications

• Proven experience in a loyalty-focused role, ideally in retail.
• Strong digital marketing knowledge across various platforms.
• Excellent communication and stakeholder management skills.

Responsibilities

• Own and manage the full Loyalty calendar with cross-functional teams.
• Develop strategies to grow the loyalty customer base.
• Track KPIs for loyalty engagement and campaign performance.

Skills

Loyalty strategy development

Digital marketing knowledge

Data analysis

Stakeholder management

Tools

CRM platforms

Analytics tools

Job description

The Opportunity

At Footasylum, our customers aren’t just shoppers — they’re part of our community, our culture, and our brand. We’re now looking for a Loyalty Manager to help us take that relationship to the next level.

You’ll be responsible for developing and delivering a loyalty strategy that turns casual customers into repeat purchasers and brand advocates. With a background in CRM and a strong grasp of digital marketing, you'll know how to use data, tech, and creativity to build experiences that make our customers feel valued, seen, and connected.

This is a pivotal new role that will bring loyalty to the forefront of our customer strategy. You’ll have the space to shape our approach from the ground up, working closely with cross-functional teams and leveraging tools like our app, CRM platforms, and customer data to influence behaviour across digital and in-store touchpoints.

Key Responsibilities

• You will own and manage the full Loyalty calendar, working closely with Digital, Retail, Product and Marketing teams to plan promotions, campaigns and customer engagement activity, integrating loyalty across key moments.
• You will develop strategies to grow the loyalty customer base and enhance the overall value proposition.
• You will develop and track KPIs for loyalty engagement, campaign performance and ROI producing weekly and monthly reports on customer development and programme performance.
• You will partner with the CRM and Ecommerce teams to deliver personalised loyalty promotions, communications and experiences across web and stores.
• You will work closely with CRM to continuously improve loyalty segmentation, customer journeys and triggered communications to deepen engagement.
• You will use insight to shape retention strategies for key cohorts, including VIPs, high‑value customers and at‑risk segments.
• You will work with Product, Development and Delivery teams to execute the Loyalty roadmap, including new features, UX/UI enhancements and programme functionality.
• You will lead a structured test‑and‑learn programme to continuously optimise loyalty engagement, promotions, journeys and rewards.
• You will manage the loyalty competition programme, collaborating with external agencies to plan competitions that drive engagement, data capture and reward appeal.
• You will be the voice of the loyalty customer, championing Rewards internally and developing a deep understanding of customer behaviour, motivations, barriers and needs, ensuring the loyalty programme reflects this understanding and evolves in line with customer expectations and market trends.

What We’re Looking For

• Proven experience in a loyalty‑focused role (ideally in retail, fashion, or lifestyle brands).
• Strong digital marketing knowledge – particularly across email, app engagement, push, and in‑store activation.
• A strategic thinker who’s excited to build something new, but also hands‑on in execution.
• Data driven and analytically minded with a deep understanding of customer behaviour, segmentation, and personalisation tactics.
• Technically adept – comfortable working with CRM platforms, analytics tools, and understanding how different systems (e.g. app, eComm, POS) connect.
• Experience creating/ managing loyalty frameworks and bringing them to life through customer‑centric experiences.
• Excellent communication and stakeholder management skills.
• Passionate about youth culture, trends, and the role Footasylum plays in the customer lifestyle.

Why Footasylum?

We are one of the leading omni‑channel retailers across the UK, but more than that we are a brilliant place to work. We value you and your development. We have loads of examples of people moving upwards, across to other departments and given training to excel their personal and professional skills. Our aim is to create a fun environment, where your success is paramount to ours and you are given the right tools, support and platform to achieve your goals.

Diversity

We recognise and value the importance of diversity to help make sure we have lots of different perspectives when we are building services to customers and the wider business. This is great news for our business. Diversity for us is also, importantly, about building happy teams full of people that want to learn and want to be inspired by each other and our different experiences and backgrounds.

Recruitment Process

We review applications on an individual basis, and if we feel you would be a good fit we’ll invite you for a call or Teams video for an informal chat about the role, and to see if we’re a good fit for you.

We value open and honest conversations and collaboration, giving you a chance to learn about what we are doing in an informal and friendly environment. We want to know about you and why you feel that this is the opportunity for you.

Please note, this is not a remote role, and our expectation is that you will be able to attend Head Office in a hybrid way, in Greater Manchester.