Loyalty, CRM & Insights Lead — Flexible & Remote

Itsu; Greater London; Hybrid; GBP 60,000 - 75,000; Full time

Benefits offered by this job

A competitive salary

Flexible working, including 1 day a wk

Generous time off allowances

Free breakfast and snacks

Free itsu lunch when in the office

50% off in all stores

Wellbeing benefits

Business events and socials

Job summary

Itsu is seeking a Loyalty, CRM and Insights Lead to own our loyalty and CRM strategy, helping grow the loyal customer base, increase visit frequency and create personalised experiences that deliver measurable results. From developing the long-term strategy to delivering day-to-day campaigns, you’ll ensure every campaign and journey is purposeful, insight-led and aligned with the Itsu brand.

You’ll become the voice of the customer, working with insight partners to uncover what loyal and non-loyal

Qualifications

• Experience leading loyalty, CRM and customer insights initiatives.
• Strong data-driven approach with actionable recommendations.
• Excellent communication and influencing capabilities.
• Experience in fast-paced environments with attention to detail.

Responsibilities

• Own loyalty & CRM strategy and KPI optimisation for touchpoints.
• Report on loyalty, CRM and campaign performance to stakeholders.
• Provide insights from customer and competitive data to inform strategies.
• Align CRM marketing content with the wider Marketing calendar.
• Lead relationships with loyalty and CRM partners to drive improvements.
• Share customer, competitor and product insights for strategic projects.

Skills

Loyalty strategy

CRM strategy

Data analysis

Insight gathering

Stakeholder management

Communication skills

Job description

Itsu is seeking a Loyalty, CRM and Insights Lead to own our loyalty and CRM strategy, helping grow the loyal customer base, increase visit frequency and create personalised experiences that deliver measurable results. From developing the long-term strategy to delivering day-to-day campaigns, you’ll ensure every campaign and journey is purposeful, insight-led and aligned with the Itsu brand.

You’ll become the voice of the customer, working with insight partners to uncover what loyal and non-loyal