Loyalty Manager

wagamama; Greater London; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic Loyalty Manager to spearhead customer engagement initiatives and drive loyalty program success. This role involves developing innovative strategies to enhance customer retention while ensuring compliance with data privacy regulations. You will collaborate with various teams to create a seamless experience and leverage customer data for insights. With a focus on sustainable growth, this position offers a competitive salary and an opportunity to make a significant impact in a vibrant and fast-paced environment. If you are passionate about customer loyalty and have a knack for data-driven decision-making, this role is perfect for you.

Benefits

Discretionary 20% bonus opportunity

Pension contribution

25 days holiday + all bank holidays

Various discounts across retail, hospitality + leisure

Family friendly policy with paid leave

Qualifications

• 3+ years experience in loyalty proposition development and execution.
• Strong experience of developing personalized communication and marketing at scale.

Responsibilities

• Lead the loyalty program to enhance customer loyalty and retention.
• Collaborate with cross-functional teams for seamless customer experience.

Skills

Loyalty Program Development

Customer Engagement Strategies

Data Analysis

CRM Management

GDPR Compliance

Communication Skills

Education

Bachelor's Degree

Tools

Bloomreach

Moveable Ink

Job description

wagamama Greater London, England, United Kingdom

Loyalty Manager

wagamama Greater London, England, United Kingdom

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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. a celebration of asian food brought wagamama to life

we’re looking for a loyalty manager to join us on our continuous journey of true nourishment

purpose

to lead soul club for wagamama, developing customer led strategies and initiatives to enhance customer loyalty and retention and in turn drive at least 2% incremental LFL growth year in year out executed in a profitable and sustainable way. you will be the go to person to lead acceleration of loyalty member sign ups, the go to person to lead acceleration of personalised loyalty engagement driving increased frequency nudging members to one more visit and will collaborate with cross functional teams to ensure a seamless customer experience and provide excellent customer service.

key accountabilities

define the loyalty proposition and program framework and construct to drive increased engagement and life time value delivering against the goals set for the program over the short / mid and long term

ensure our proposition is always customer led and monitor its performance with customers and in competitive context and a changing landscape ongoing to ensure we remain on brand and competitive

act as soul club product owner, collaborating cross-functionally to rigorously plan, implement, test, engage with teams, and launch new features, enhancements and program elements successfully

loyalty communications

accountable for end to end delivery of all loyalty communications including soul club crm

accountable for in market test and learn set up and delivery leading to scale of effective tests at pace

accountable for development, implementation and optimisation of customer lifecycle journeys and communication ensuring we increasingly evolve to a personalised program that nudges our members wherever they are in the journey to visit us one more time

loyalty member sign up strategy & execution

work in partnership with the marketing and restaurant team to execute

monitor effectiveness of sign up tactics driving to the highest PROI possible

loyalty agency / partner management

identify and manage key loyalty agency partners as an extension of the team

loyalty program P&L & Accounting

commercially validate the loyalty program proposition and program to ensure sustainable profitable growth

commercially evaluate performance of the program monthly versus the commercial targets and make course correction where necessary

ensure earn / burn / program cost / deferred revenue is managed effectively updating finance team and setting the annual PL in place at planning / budget cycles

play a key role in managing our customer data, ensuring it is kept up to date and compliant with the latest GDPR and data privacy regulations

analyse customer data in partnership with soul club data analyst to identify trends and preferences continuously evolving our program to drive increase engagement

apply best practice

bring loyalty best practices to the role, applying a creative eye to ensure all communications are relevant and engaging

track and report on competitor crm activities, providing insights and recommendations to keep our plans competitive and innovative

compliance and data privacy

ensure all plans adhere to gdpr and the latest data privacy regulations

collaborate with CRM manager and wider marketing and technical team to deliver best in class strategies and execution in market

be the internal champion of soul club, promoting its benefits and securing buy-in from teams across noodle hq and restaurants

3+ years experience in loyalty proposition development and execution

proven experience of leading, developing and scaling loyalty programs for customer and commercial benefit in another business

Deep knowledge and experience of automated lifecycle triggers and customer journey. Experienced in Bloomreach as our CDXP and moveable ink as our personalisation platform

Strong experience of developing personalised communication and marketing at scale 1-1

experience of effective restaurant led customer acquisition strategies

customer first but commercially savy

strength in partnering with technical and IT knowing how to get two functions to work as one for the benefit of the customer

compliance awareness with sound knowledge of gdpr and data privacy best practices

wok's in it for you |

• a competitive annual salary
• discretionary 20% bonus opportunity per year
• pension contribution
• 25 days holiday + all bank holidays
• various discount across retail, hospitality + leisure
• family friendly policy | any expectant person or anyone adopting a child will receive 26 weeks full pay + 13 weeks half pay

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Marketing

• Industries

  Hospitality and Restaurants

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