Loyalty Manager

B&Q Limited; Chandler's Ford; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading retail company in the UK seeks a Loyalty Manager to enhance customer engagement through effective loyalty programmes. This role involves supporting the delivery of various initiatives, ensuring seamless cross-functional collaboration, and overseeing customer experience. Ideal candidates will have extensive experience in loyalty programme management, strong analytical skills, and the ability to communicate effectively across departments. A commitment to diversity and wellness is emphasized through a comprehensive benefits package, including a competitive salary and various perks.

Benefits

Competitive salary

Pension scheme

6.6 weeks holiday

Bonus

Employee Assistance Programme

Wellbeing benefits

Qualifications

• Minimum of 3 years’ experience in Loyalty program strategy or management.
• Direct experience in building and launching loyalty propositions.
• Strong knowledge of loyalty best practices and industry standards.
• Excellent communication and interpersonal skills.

Responsibilities

• Support Programme Delivery Lead with key workstreams and delivery.
• Act as the guardian of the Loyalty CX throughout key customer journeys.
• Facilitate alignment across departments including marketing and finance.
• Partner with technology team to validate business requirements.
• Maintain governance structure by updating workstream progress.

Skills

Loyalty program proposition strategy

Cross-functional collaboration

Strong analytical skills

Project management

Creative problem-solving

Job description

Overview

Permanent

From £50,000 + Pension + PMI +ShareSave+ 6.6 weeks holiday+ Hybrid Working

Southampton, Store Support Office

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as a Loyalty Manager and you’ll be a big part of this.

Role Purpose

This is a unique opportunity to play central role in building the future of how B&Q uses data and loyalty to grow, and provide more value to millions of customers. With strategic direction and a project plan in place, as Loyalty Manager, you will play a critical role and will be responsible for supporting the delivery of various workstreams to build the proposition and bring it to market.

What's the job?

• Programme delivery & workstream management: Support the Programme Delivery Lead with the delivery of key workstreams, ensuring timely execution and proactive management of risks and dependencies. You will be responsible for leading and delivering plans for workstreams such as creative concepting, commercial model, offer management, go-to-market planning, customer migration, in-market testing, analytics and measurement.
• Customer experience and journey mapping: Act as the guardian of the Loyalty CX throughout all key customer journeys (sign-up, welcome, migration, manage), partnering with Tech, Ecomm, CRM and Retail Ops to ensure Loyalty if effectively embedded across all channels and customer touchpoints.
• Cross-functional collaboration: Facilitate working sessions and drive alignment across a range of departments including marketing, commercial, e-commerce, finance, and retail operations. You will be responsible for ensuring all stakeholders are engaged, and that new processes are co-designed and implemented effectively.
• Technology requirements: Partner closely with the technology team to validate business requirements. This involves ensuring that business needs translate clearly into technical requirements and that delivery plans are aligned to support a seamless build and implementation.
• Governance & progress reporting: Support the Programme Delivery Lead in maintaining a clear governance structure by providing regular updates on workstream progress, risks, and key decisions required to ensure programme visibility and progress.

What we need

• Minimum of 3 years’ experience in Loyalty program proposition strategy or loyalty operational management within a large B2C organisation (retail, travel, telco, hospitality etc)
• Direct experience in building and launching a new loyalty proposition is extremely desirable
• Strong knowledge of loyalty best practices, trends, and industry standards
• Familiarity with legal and compliance considerations related to Loyalty programs
• Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams and engage customers
• Strong written communication still – able to write clear, concise updates and summaries whether within email, PowerPoint, Confluence or other
• Strong analytical skills with the ability to derive insights from data and make data-driven decisions
• Detail-oriented with strong project management skills to handle multiple initiatives simultaneously
• Creative problem-solving skills and a proactive approach to overcoming challenges

What's in it for me?

As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.

We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!

So we can support you during the application or interview process, please contact [e-mail] for any recruitment adjustments.