Head of Loyalty & Personalisation

Greggs plc; Newcastle upon Tyne; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Management Bonus up to 30%

Pension with 7% employer contributions

Colleague discount up to 50%

Profit share 10% of profits

25 days annual leave + floating day

Share plans and discounted Greggs buy

Private Medical Insurance

Job summary

Greggs plc is seeking a Head of Loyalty to lead the loyalty strategy across the business. You will use data, insight and technology to create personalised experiences, driving incremental spend and retention while building strong customer advocacy.

You will oversee a team of specialists, collaborating with Commercial, Digital, Technology and Finance to shape rewards, engagement and growth of Greggs’ loyalty ecosystem, including the app experience and on-site initiatives.

Qualifications

• Significant experience leading loyalty or CRM programmes.
• Strong data-led approach and ability to drive incremental spend.
• Own the value logic of a loyalty proposition and customer journeys.
• Experience directing data science teams and challenging assumptions.

Responsibilities

• Own the end-to-end loyalty reward proposition and its commercial performance.
• Lead personalisation strategy to maximise engagement and return.
• Define the loyalty app product vision and roadmap.
• Turn customer data into actionable insights to drive growth and retention.
• Lead and develop a high-performing loyalty team across functions.
• Partner with Commercial, Retail, Finance, Marketing, Digital and Technology to deliver the loyalty strategy.

Skills

Loyalty leadership

CRM strategy

Data-driven decision making

Propensity modelling

Personalisation

App product knowledge

Cross-functional leadership

SQL knowledge

ROI communication

Education

Degree or equivalent commercial experience

Tools

CDP knowledge

SQL

Job description

Greggs plc is seeking a Head of Loyalty to lead the loyalty strategy across the business. You will use data, insight and technology to create personalised experiences, driving incremental spend and retention while building strong customer advocacy.

You will oversee a team of specialists, collaborating with Commercial, Digital, Technology and Finance to shape rewards, engagement and growth of Greggs’ loyalty ecosystem, including the app experience and on-site initiatives.