Loyalty & Customer Growth Manager

Farfetch; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Employee Pension Scheme

Flexible Benefits Program

Health Insurance & Critical Illness

Hybrid work environment

Job summary

FARFETCH is seeking a Marketing Promotions Lead in London to design and drive promotional campaigns and reward propositions that boost engagement and repeat purchases. This role sits in Marketing but works closely with Commercial, Customer Analytics, Finance and Product.

The ideal candidate combines creative thinking with strong quantitative rigour, a track record of optimizing promo performance, and the ability to manage cross-functional projects in a fast-paced environment.

Qualifications

• Experience managing promotions and rewards in a high-volume ecommerce environment.
• Proven ability to execute test-and-learn approaches.
• Strong quantitative skills with LTV, ROI and Incrementality awareness.
• Proficient data analysis with Excel and Looker proficiency.
• Excellent written and verbal communication; able to present to senior leadership.
• Experience in a complex, cross-functional setting and stakeholder management.
• Experience in managing and developing a team.

Responsibilities

• Design and manage an annual promotional and rewards calendar across customer segments.
• Oversee GTM planning of promotions across channels and reporting.
• Collaborate with analytics to segment customers and personalise promotions.
• Manage budgeting and quarterly forecasts with analytics and Finance.
• Lead ideation and execution of optimisation plans across teams.

Skills

Promotions & rewards management

Test & learn

Data analysis & KPIs

Excel & BI tools

Communication

Cross-functional collaboration

People management

Tools

Looker

Excel

Job description

FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers. We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.

MARKETING

We're a diverse team of Marketing professionals, spanning artistic and scientific expertise. We're driven to amaze our global community of customers through our data-driven approach, revolutionary spirit, test-and-learn culture and collaborative style.

LONDON

Our London office is located in Old Street, London's tech hub, and is home to a broad range of teams including Commercial, Marketing, and Creative. Our open plan space is ideal for collaborative working and sharing ideas. We also have a large outdoor terrace which is the perfect spot to have a team lunch or host events.

THE ROLE

Reporting to the Head of CRM & Loyalty, responsible for developing, executing, and analysing promotional campaigns and reward propositions designed to increase engagement, drive repeat purchases, and maximise the lifetime value of our existing customer base, all whilst hitting very clear financial payback guardrails. This strategic role sits in Marketing but requires cross-functional working across Commercial, Customer Analytics, Finance and Product. The ideal candidate is a hands-on operator with a blend of creative thinking and quantitative rigour, alongside a proven track record in optimising promotional performance.

WHAT YOU'LL DO

• Design and manage a comprehensive annual promotional and rewards calendar (e.g., discounts, spend and saves, credit cashback, loyalty rewards) targeted specifically at a variety of customer segments (e.g. low purchase intent, inactive, high-value)
• Oversee the entire go to market planning of a promotion, from initial concept, modelling/sizing and creative brief through execution across all channels (e.g. promo setup, testing setup, on-site messaging, email, push) and final reporting
• Work with customer analytics to define and refine customer segments, ensuring promotions are highly personalised and targeted at the optimal time in their lifecycle to drive incrementality
• Manage the annual budgeting and quarterly re-forecast process, working with customer analytics and finance to ensure both reporting and prediction frameworks are robust, focused on key metrics including promotional usage, incremental revenue and ROI
• Lead the ideation and cross-functional execution of optimisation plans across Analytics, CRM, creative, on-site experience and messaging, as well as brand new offers and rewards to be tested

WHO YOU ARE

• Experience managing promotions and rewards, preferably within a high volume retailer with strong e-commerce presence
• Experience of managing test and learn approaches
• Strong quantitative and analytical skills with a deep understanding of KPIs like LTV (Lifetime Value), ROI (Return on Investment) and Incrementality.
• Proficient in analysing data; comfort with Excel & BI tools (e.g. Looker) is highly preferred
• Excellent written and verbal communication skills, with the ability to articulate complex analysis and present actionable recommendations to senior leadership
• Experience in a complex, cross-functional environment.

• Experience of management and developing individuals

REWARDS & BENEFITS

• Employee Pension Scheme
• Flexible Benefits Program
• Health Insurance & Critical Illness cover
• Flexible work environment (3 days a week in office, 2 days WFH)