Loyalty Manager

Wagamama; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Wagamama is seeking a Loyalty Manager to lead initiatives enhancing customer loyalty and retention. This role involves developing strategies for the loyalty program, managing communications, and ensuring compliance with GDPR while working collaboratively with various teams.

Benefits

Competitive salary

Discretionary 20% bonus

Hybrid working model

£200 food allowance

Private healthcare

Pension contributions

25 days holiday + bank holidays

Discounts across retail, hospitality, and leisure

Family-friendly policies including paid parental leave

Qualifications

• 3+ years in loyalty proposition development and execution.
• Proven success in scaling loyalty programs.

Responsibilities

• Develop customer-led strategies to enhance loyalty and retention.
• Oversee loyalty communications and member sign-up strategies.

Skills

Loyalty Proposition Development

Customer-centric

Commercial Acumen

Personalized Communication

Tools

Bloomreach

Moveable Ink

Job description

Job Description

At Wagamama, we’re an eating house for the soul. With over 165 UK restaurants and growing, our purpose is to nourish the world from bowl to soul. Inspired by fast-paced Japanese ramen bars since 1992, Wagamama celebrates Asian food brought to life.

We’re looking for a Loyalty Manager to join us on our journey of true nourishment.

Purpose

To lead Soul Club by developing customer-led strategies and initiatives that enhance customer loyalty and retention, aiming for at least 2% incremental LFL growth annually in a profitable and sustainable manner. You will spearhead the acceleration of loyalty member sign-ups, drive personalized engagement to increase visit frequency, and collaborate with cross-functional teams to ensure a seamless customer experience and excellent service.

Key Accountabilities

• Loyalty Proposition Development: Define and construct the loyalty program framework to increase engagement and lifetime value, ensuring it remains customer-led, competitive, and aligned with brand goals.
• Loyalty Communications: Oversee all loyalty communications, including CRM, and develop personalized customer lifecycle journeys that encourage repeat visits.
• Loyalty Member Sign-up Strategy & Execution: Develop and implement acquisition strategies in partnership with marketing and restaurant teams, monitoring effectiveness for maximum ROI.
• Loyalty Agency/Partner Management: Manage relationships with key loyalty agency partners.
• Loyalty Program P&L & Accounting: Validate the program’s profitability, evaluate monthly performance against targets, and manage program costs and revenue in collaboration with finance.
• Customer Data Management: Ensure customer data is accurate, compliant with GDPR, and analyzed for insights to evolve the program.
• Apply Best Practice: Bring innovative loyalty practices, monitor competitor activities, and ensure all communications are relevant and engaging.
• Compliance and Data Privacy: Adhere to GDPR and data privacy regulations.
• Collaborate: Work with CRM, marketing, and technical teams to deliver best-in-class strategies and promote Soul Club internally.

Key Skills & Experience

• 3+ years in loyalty proposition development and execution.
• Proven success in scaling loyalty programs for customer and commercial benefits.
• Deep experience with automated lifecycle triggers, customer journeys, Bloomreach, and Moveable Ink.
• Strong background in personalized communication at scale.
• Experience with restaurant-led customer acquisition strategies.
• Customer-centric with commercial acumen.
• Partnering effectively with technical teams and ensuring GDPR compliance.

What’s in it for you

• Competitive salary
• Discretionary 20% bonus
• Hybrid working model
• £200 food allowance
• Private healthcare
• Pension contributions
• 25 days holiday + bank holidays
• Discounts across retail, hospitality, and leisure
• Family-friendly policies including paid parental leave