Loyalty Manager

JR United Kingdom; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a passionate Loyalty Manager to drive customer engagement and retention. In this pivotal role, you will lead the Soul Club initiative, developing innovative strategies that enhance customer loyalty and lifetime value. Collaborating with various teams, you will ensure a seamless experience for loyalty members while driving significant growth. With a focus on data analysis and compliance, you will bring best practices to life, ensuring the program remains competitive and effective. If you're a strategic thinker with a customer-first mindset, this is your chance to make a meaningful impact.

Benefits

Competitive salary

Discretionary 20% bonus

Pension contribution

25 days holiday + bank holidays

Discounts across retail, hospitality, leisure

Family-friendly policies including paid parental leave

Qualifications

• 3+ years in loyalty program development and execution.
• Proven success in scaling loyalty programs for customer benefits.

Responsibilities

• Lead the loyalty program to enhance customer retention and engagement.
• Manage end-to-end delivery of loyalty communications and initiatives.

Skills

Loyalty proposition development

Customer journey analysis

1-1 personalized marketing

Data compliance with GDPR

Customer acquisition strategies

Tools

Bloomreach

Moveable Ink

Job description

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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, we celebrate 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 for Wagamama, developing customer-led strategies and initiatives to enhance customer loyalty and retention, driving at least 2% incremental LFL growth year on year in a profitable and sustainable way. You will be the go-to person for accelerating loyalty member sign-ups, increasing personalized engagement, and driving members to visit us one more time. You will collaborate with cross-functional teams to ensure a seamless customer experience and excellent service.

Key Accountabilities

1. Define the loyalty proposition and program framework to increase engagement and lifetime value, achieving short, mid, and long-term goals.
2. Ensure our proposition remains customer-led, monitor its performance, and adapt to remain competitive and on-brand.
3. Act as Soul Club product owner, collaborating with teams to plan, implement, test, and launch new features and enhancements.

Loyalty Communications

1. Manage end-to-end delivery of all loyalty communications, including CRM.
2. Set up and deliver in-market test and learn initiatives to scale effective strategies quickly.
3. Develop, implement, and optimize customer lifecycle journeys to personalize engagement and encourage repeat visits.

Loyalty Member Sign-up Strategy & Execution

Partner with marketing and restaurant teams to execute strategies and monitor effectiveness for maximum ROI.

Loyalty Agency / Partner Management

Identify and manage key agency partners as extensions of the team.

Loyalty Program P&L & Accounting

1. Validate the program's commercial viability for sustainable growth.
2. Evaluate monthly performance against targets and adjust as needed.
3. Manage earn/burn, costs, and deferred revenue, updating finance accordingly.

Data Management & Analysis

Maintain customer data compliance with GDPR and privacy laws; analyze data to identify trends and evolve the program.

Apply Best Practices

Bring innovative loyalty practices, monitor competitors, and ensure communications are relevant and engaging.

Compliance & Data Privacy

Ensure adherence to GDPR and privacy regulations; collaborate with teams to deliver best-in-class strategies; promote the benefits of Soul Club internally.

Minimum Experience & Skills

• 3+ years in loyalty proposition development and execution.
• Proven success in scaling loyalty programs for customer and commercial benefits.
• Deep knowledge of automated lifecycle triggers, customer journeys, and platforms like Bloomreach and Moveable Ink.
• Strong experience in personalized 1-1 marketing at scale.
• Experience with restaurant-led customer acquisition strategies.
• Customer-first mindset with commercial acumen.
• Ability to partner effectively with technical teams and ensure compliance with data privacy laws.

What’s in it for you

• Competitive salary
• Discretionary 20% bonus
• Pension contribution
• 25 days holiday + bank holidays
• Discounts across retail, hospitality, leisure
• Family-friendly policies including paid parental leave