Loyalty Manager

JR United Kingdom; Slough; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading restaurant group in the UK is seeking a Loyalty Manager to enhance customer loyalty programs. This role involves developing strategies, managing communications, and ensuring compliance with data regulations. The ideal candidate will have deep experience in loyalty program execution and a customer-first mindset.

Benefits

Competitive salary

Discretionary 20% annual bonus

Pension contributions

25 days holiday plus bank holidays

Discounts across retail, hospitality, and leisure

Family-friendly policies

Qualifications

• 3+ years experience in loyalty proposition development and execution.
• Proven success in scaling loyalty programs.
• Strong understanding of GDPR and data privacy best practices.

Responsibilities

• Develop customer-led strategies to enhance loyalty and retention.
• Manage end-to-end delivery of all loyalty communications.
• Collaborate with marketing and restaurant teams on sign-up tactics.

Skills

Loyalty proposition development

Customer-first mindset

Commercial awareness

Personalized marketing

Tools

Bloomreach

Movable 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, Wagamama is a celebration of 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, aiming for at least 2% incremental LFL growth year over year, executed profitably and sustainably. You will be the go-to person for accelerating loyalty sign-ups and personalized engagement, increasing visit frequency, and collaborating with cross-functional teams to ensure a seamless customer experience and excellent service.

Key accountabilities

• Define the loyalty proposition and program framework to drive engagement and lifetime value, aligning with short, mid, and long-term goals.
• Ensure the proposition remains customer-led, monitor performance, and adapt to maintain brand relevance and competitiveness.
• Act as Soul Club product owner, collaborating to plan, implement, test, and launch new features and enhancements.

Loyalty communications

• Manage end-to-end delivery of all loyalty communications, including CRM.
• Set up and deliver in-market tests to scale effective initiatives quickly.
• Develop and optimize customer lifecycle journeys to personalize communications and encourage additional visits.

Loyalty member sign-up strategy & execution

• Partner with marketing and restaurant teams to execute sign-up tactics.
• Monitor effectiveness to maximize ROI.

Loyalty agency/partner management

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

Loyalty program P&L & accounting

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

Data management and compliance

• Maintain customer data in compliance with GDPR and privacy laws.
• Analyze data with the Soul Club data analyst to identify trends and continuously improve the program.

Apply best practices

• Bring loyalty best practices, ensuring communications are relevant and engaging.
• Monitor competitor CRM activities, providing insights and recommendations.

Compliance and data privacy

• Ensure all plans adhere to GDPR and privacy regulations.
• Collaborate with the CRM, marketing, and technical teams to execute best-in-class strategies.
• Promote the benefits of Soul Club internally and secure cross-team buy-in.

Requirements:

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

What’s in it for you

• Competitive salary
• Discretionary 20% annual bonus
• Pension contributions
• 25 days holiday plus bank holidays
• Discounts across retail, hospitality, and leisure
• Family-friendly policies, including paid leave for expectant or adopting parents