Loyalty Manager

Clear Destination Inc.; Bury; On-site; GBP 45,000 - 58,000; Full time

Job summary

Clear Destination Inc. is seeking a Loyalty Manager to drive omnichannel loyalty campaigns, analyze performance, and optimise content and promotions. You will collaborate with marketing, digital, people functions and trade teams to ensure timely delivery and high-quality materials.

Ideal candidates will have 2+ years in loyalty or CRM with strong communication skills and a data-driven approach, comfortable using mar-tech and loyalty platforms to deliver engaging customer experiences.

Qualifications

• 2+ years’ experience in customer communication channels, including CRM strategy and segmentation.
• Experience collaborating across multiple teams in a matrix structure.
• Strong written and verbal communication, with ability to present to stakeholders at different levels.
• Highly organized, able to manage own time and priorities effectively.
• Data-driven mindset with ability to derive insights from loyalty/marketing data.

Responsibilities

• Coordinate ongoing support for loyalty issue resolution across customer care, retail and other functions.
• Support BAU merchandising and trade activities with loyalty promotions.
• Coordinate overall marketing strategy with marketing teams for seamless execution.
• Work with copy/translation teams to ensure high-quality loyalty messaging.
• Brief contacts across departments to ensure timely, high-quality loyalty materials.

Skills

Customer communication

Cross-functional collaboration

Campaign analytics

Stakeholder engagement

Data-driven decision making

Tools

Airship

Bloomreach

Appsflyer

Oracle

Salesforce

Job description

Role overview:

The Loyalty Manager executes commercial activities and drives the implementation and analysis of marketing campaigns to promote loyalty. Responsible for driving continuous optimisation and improvement through the execution and assessment of marketing content and campaigns.

Responsibilities:

• Coordinates ongoing support and requirements for issue resolution pathways including customer care, profit protection, support, retail etc
• Supports BAU merchandising & trade activities with loyalty promotions
• Coordinates overall marketing strategy and collaborates closely with relevant marketing teams (e.g. TSP) to ensure seamless execution
• Works with copy/translation teams to ensure high-quality, clear marketing wording is produced and presented to customers
• Ensures key contacts (retail, content, CRM, studio etc.) are briefed about loyalty initiatives in a timely manner and that high quality marketing materials are produced
• Key user of the loyalty CMS to ensure content is displayed as appropriate to loyalty members within the JD STATUS app
• Key user of the loyalty platform, ensuring campaigns and promotions are accurately scheduled for members in a timely manner
• Key user of the loyalty gamification platform, delivering highly engaging experiences for loyalty members
• Owns & drives omnichannel loyalty marketing campaigns in collaboration with digital, marketing and people functions including communication methods
• Ensures wider business is aware of loyalty activity by managing trade calendars, trade meetings, being proactive on Teams channels etc
• Works with Loyalty Analyst to understand campaign performance and produce wrap up reports with recommendations for future campaigns
• Ensures appropriate tracking is applied to links, QR codes etc. so that such reporting and analysis can take place

Role objectives and KPI’s:

• Ensure regular review and optimisation of loyalty performance, content and campaigns
• Translate marketing strategy into execution campaigns
• Ensure reporting and analysis are fit for purpose to drive performance optimisation
• Key point of contact for Omnichannel teams

Competencies:

• 2.1 Working With People
• 3.1 Relating and Networking
• 4.1 Writing and Reporting
• 4.3 Analysing
• 5.1 Learning and Researching
• 6.1 Planning and Organising
• 8.1 Achieving Personal Work Goals and Objectives

Skills and Experience:

• 2+ years’ experience in customer communication channels, including CRM strategy, paid media and targeted/1-2-1 marketing and segmentation
• Experience working in a cross-functional role collaborating with multiple teams in different functions
• Strong communication skills – comfortable liaising with, and presenting to, stakeholders at various organisational levels
• Highly organised and able to work under own initiative, managing time efficiently and effectively
• Results driven with an ability to review, analyse and draw conclusions from commercial data relating to loyalty/marketing initiatives
• Willingness to learn and develop
• Some experience using mar-tech platforms such as Airship, Bloomreach, Appsflyer etc an advantage
• Some experience using loyalty platforms (e.g. Eagle Eye, Talon One, Oracle, Salesforce etc) an advantage

Training requirements for the role:

• Marketing communication platforms
• Loyalty platform
• Analytical reporting platforms (Google Analytics, Power BI, Data AI)
• Microsoft Excel