Loyalty Executive | LOOKFANTASTIC

Thg Plc; Manchester; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

25 days annual leave

On-site gym

Staff discount on THG brands

Bus pass discount

Employee Assistance Programme (EAP)

Job summary

THG Beauty is seeking a Loyalty Executive to support LF Beauty Plus+ and assist the Senior Loyalty Manager in delivering BAU loyalty activity and campaigns. You will monitor performance, contribute to programme expansion, and work with CRM and analytics teams to drive customer engagement.

Collaboration with trade, buying, marketing and CRM is essential, using data to inform decisions and optimise customer journeys across email and push messaging.

Qualifications

• Experience working cross-functionally with multiple teams.
• Comfortable analysing data and drawing insights from analytics tools.
• Interest in loyalty, CRM, customer lifecycle or retention.
• Experience in retail/ecommerce/beauty is desirable but not essential.

Responsibilities

• Support day-to-day loyalty BAU activity and administration.
• Help monitor scheme and campaign performance against KPIs.
• Assist in feature iteration, operational improvements and performance optimisation.
• Contribute to reporting of project status and campaign results to stakeholders.
• Collaborate with CRM team to support loyalty promotions and customer communications.

Skills

Cross-functional collaboration

Data analysis

Loyalty/CRM interest

Retail/ecommerce/beauty knowledge

Tools

Tableau

Google Analytics

Job description

We are THG, a global ecommerce group on a mission to be the global online leader in beauty and sports nutrition.

Our portfolio of leading retailers and brands such as LOOKFANTASTIC, Myprotein, ESPA, Perricone MD, and Cult Beauty form our two core businesses: THG Beauty and THG Nutrition.

From Manchester to New York, we’re powered by a team of over 2500 people who work together, lead by example, and think BIG.

With us, you’ll go further, faster. What are you waiting for?

Life at THG Beauty

We know that beauty isn’t one-size-fits-all. Our portfolio of leading retailers and iconic beauty brands caters to everyone, everywhere, empowering customers all over the world to look and feel fantastic.

By combining our portfolio of owned brands inclusive of ESPA, Ameliorate and Christophe Robin,with a marketplace for over 1,300 third-party beauty brands through online retail sites LOOKFANTASTIC, Cult Beauty, and Dermstore, THG Beauty's ambition is to be the global digital partner of choice across the beauty industry, supporting the channel shift to online.

THG Beauty’s breadth of relationships is unique to the beauty market; it engages with brands as a retailer, a brand owner, and a product developer and manufacturer, making it the industry’s digital strategic leader.

Why be a Loyalty Executive at THG Beauty?

Lookfantastic’s loyalty scheme, LF Beauty Plus+, launched in October 2022 and forms a key part of the brand’s customer retention strategy. As the programme continues to grow, loyalty is a priority focus area for the business, with ongoing opportunities to develop the scheme, expand into new markets and improve the customer experience.

Reporting into the Senior Loyalty Manager, the Loyalty Executive will support the smooth day-to-day running of LF Beauty Plus+, helping to deliver BAU activity, monitor scheme and campaign performance, and contribute to future programme expansion, feature iteration and optimisation.

As Lo yalty Executive , you’ll:

• Build strong cross-functional relationships and collaborate closely with trade, buying, commercial, marketing, campaign and CRM stakeholders to ensure day-to-day loyalty activity, BAU administration and larger campaign moments are planned and executed effectively.
• Support the Senior Loyalty Manager in project managing the planning and execution of the existing loyalty programme, while helping to identify opportunities for feature iteration, operational improvements and performance optimisation.
• Support ongoing reporting of project status, scheme performance and campaign performance against agreed KPIs, helping to turn results into clear updates and actionable recommendations for stakeholders across the business.
• Use existing data, reporting and wider market context to bring a clear point of view to loyalty conversations, working with the Senior Loyalty Manager to recommend activity that supports the growth and performance of Lookfantastics loyalty programme.
• Working with our CRM team to support loyalty promotion and transactional activity. Creating or reviewing customer communications and journeys across email and push messaging.

The Loyalty Executive will also play a key role in supporting the Senior Loyalty Manager to ensure:

• All loyalty materials are in-line with new Lookfantastic branding
• Loyalty is integrated into relevant plans and communications, with activity executed effectively.
• Scheme benefits are being consistently delivered and opportunities to improve the execution of these benefits are identified
• The customer experience is audited, reviewed and continually optimised across onsite, in-app, CRM and offline touchpoints.
• International rollout projects for the loyalty scheme are supported as required.
• Omni-channel integration projects are supported as required

What skills and experience do I need for this role?

• Experience working in a cross-functional role collaborating with multiple teams in different functions
• Comfortable analysing data, working with analytics software such as Tableau and Google Analytics, and drawing out actionable insights
• An interest in loyalty, CRM, customer lifecycle or customer retention, with previous experience in one of these areas considered desirable but not essential.
• Experience within retail, ecommerce or beauty is desirable but not essential.

Core Competencies

• Highly articulate and confident communicator with strong influencing skills
• Ability to collaborate with multiple stakeholders in a fast-paced environment
• Self-motivated multi-tasker able to handle multiple projects with good time management
• Confident communicating with stakeholders at different levels, with the ability to manage updates clearly and proactively.
• Willingness to learn and develop

What’s in it for me?

• Access bespoke development programmes that have been designed and developed by our in-house L&D team.
• Continued development through our upskilling programme that is delivered in partnership with an industry-leading training provider.

Enhanced Leave

• 25 days annual leave plus bank holidays.
• Don’t want to work on your birthday? We don’t either! Enjoy your day off on us!
• Enhanced maternity and paternity pay, depending on length of service.
• Up to 10 days compassionate leave.
• Buy back up to 3 days each year.
• Access face-to-face and virtual appointments with our in-house GP.
• Access our 247 Employee Assistance Programme (EAP) which is provided by Bupa.
• State-of-the-art on-site gym.
• Access to our on-site physio.

Other Perks

• Save up to 12% on the cost of personal tech through our salary sacrifice scheme.
• Subsidised bus pass from Manchester City Centre to our ICON office.
• Up to 50% staff discount on THG brands.
• On-site staff shop.
• Know someone who would be perfect for THG? Refer them and get up to £1000 when they pass their probation.
• Anniversary gifts when you hit 5 and 10 years of service.

THG is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG please contact one of our Talent team to discuss further.