Loyalty Executive eCommerce · London · Hybrid Remote

Jellycat Toy Co. Ltd.; London; Remote; GBP 125,000 - 150,000; Full time

Job summary

A leading company in luxury soft toys is seeking a passionate Loyalty Executive to enhance customer engagement and manage their rewards programme. The role involves collaboration across departments to align the loyalty programme with business goals and deliver exceptional customer experiences. Ideal candidates will have experience in loyalty initiatives and a strong understanding of customer behaviour in retail.

Qualifications

• Proven experience with loyalty programmes or customer engagement initiatives.
• Solid understanding of customer behaviour in retail and segmentation.

Responsibilities

• Support the design and implementation of the customer loyalty programme.
• Manage day-to-day operations of the loyalty programme.
• Monitor and analyse programme performance for improvements.

Skills

Customer Engagement

Analytical Skills

Communication

Project Management

Stakeholder Management

Tools

CRM Software

Loyalty Platform Tools

Data Analysis Tools

Antavo

Playable

Bloomreach

Job description

Creating original and innovative luxury soft toys, Jellycat combines luxurious fabrics with quirky and cute designs and sells its products online and via stockists throughout the UK, Europe and the rest of the world. This role is DTC focused and sits within the global Digital Marketing function in the wider Ecommerce team.

The Loyalty Executive will be responsible for supporting the delivery of and managing our customer rewards programme. This role requires a hands-on customer-centric marketer with a passion for enhancing customer engagement, driving customer loyalty, and delivering exceptional customer experiences. The successful candidate will support the Loyalty Manager in collaborating with various departments to ensure the loyalty programme aligns with our business goals and brand values and will manage the day-to-day operations of the programme when live.

You'll be;

• Supporting the Loyalty Manager in designing and implementing a comprehensive customer loyalty programme that aligns with Jellycat’s strategic objectives—such as increasing customer lifetime value and active engagement with the brand.
• Conducting market research to understand customer needs, preferences, and trends.
• Developing rewards and incentives that appeal to diverse customer segments globally.
• Working with Project Managers and stakeholders within the internal team.
• Managing the day-to-day operations of the loyalty programme, ensuring a seamless customer experience.
• Monitoring and analysing programme performance, utilising data to recommend improvements, and sharing insights with the Loyalty Manager and the Head of Digital Marketing.
• Supporting the management of the loyalty programme budget, ensuring cost-effectiveness and high ROI.
• Implementing strategies to increase customer participation and engagement with the brand through the loyalty programme.

You'll have;

• Proven experience working with loyalty programmes or customer engagement initiatives, preferably in retail; global experience is advantageous.
• A solid understanding of customer behaviour in retail, segmentation, and lifecycle management.
• The ability to be analytically minded with supporting decision-making skills.
• Proficient experience with CRM software, loyalty platform tools, and data analysis tools.
• Ability to manage daily communications with external agencies and vendors to execute marketing initiatives.
• Excellent communication, project management, and stakeholder management skills.
• A strong attention to detail and the ability to thrive in a fast-paced environment.
• Experience with Antavo, Playable, Bloomreach, and in-app development is a bonus.