Loyalty & Retention Manager - Thg Nutrition

THG; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading global ecommerce group in Manchester is seeking a Loyalty & Retention Manager to enhance customer engagement and loyalty. You will manage global loyalty initiatives, develop campaigns, and collaborate with various teams to drive retention and lifetime value. Ideal candidates should have over 3 years’ experience in loyalty programme management and strong analytical skills. This position offers a fully office-based role with competitive perks and benefits.

Benefits

25 days annual leave plus bank holidays

Access to in-house GP

State-of-the-art on-site gym

Up to 50% staff discount on THG brands

Referral bonus of up to £1,000

Qualifications

• 3+ years of experience in developing and executing loyalty schemes.
• Experience in monitoring and analysing performance.
• Proven ability to manage strong relationships with stakeholders.

Responsibilities

• Manage and optimise global loyalty programmes.
• Develop loyalty campaign plans with cross-functional teams.
• Analyse programme performance against key KPIs.

Skills

Loyalty programme management

Data analysis

Stakeholder management

Campaign planning

Job description

About THG

We are THG, a global ecommerce group on a mission to be the global online leader in beauty and sports nutrition.

Our portfolio of leading retailers and brands such as LOOKFANTASTIC, Myprotein, ESPA, Perricone MD, and Cult Beauty form our two core businesses: THG Beauty and THG Nutrition.

From Manchester to New York, we're powered by a team of over 2500 people who work together, lead by example, and think BIG.

With us, you'll go further, faster. What are you waiting for?

Role

Loyalty & Retention Manager

Reporting to: Head of Retention & Loyalty

Business Area: THG Nutrition (Myprotein)

Location: THG HQ, Manchester (WA15 0AF) - Fully Office Based

The Role

We are seeking a Loyalty Manager to take ownership of Myprotein's global loyalty and rewards programmes, driving customer engagement, retention, and repeat purchase behaviour. Reporting to the Head of Retention & Loyalty, you will play a key role in delivering a world-class loyalty experience that increases customer lifetime value (LTV), reduces churn, and strengthens brand loyalty across international markets.

You will work cross-functionally with CRM, Brand Marketing, Product, and Analytics teams to execute data-driven initiatives that enhance personalisation, optimise loyalty journeys, and deliver measurable commercial impact.

As a Loyalty & Retention Manager You'll

• Manage and optimise Myprotein's global loyalty and rewards programmes to drive repeat purchases and customer engagement.
• Develop and execute loyalty campaign plans, including promotions and member-exclusive experiences.
• Collaborate with CRM and Retention teams to integrate loyalty initiatives across lifecycle marketing campaigns.
• Analyse programme performance, reporting on KPIs such as member engagement, repeat purchase rate, and incremental revenue contribution.
• Leverage customer insights and data to create segmentation strategies, ensuring loyalty initiatives are personalised and relevant.
• Partner with Product and Engineering teams to improve the loyalty platform experience and implement new features.
• Support the planning and delivery of gamification, referral, and subscription-enhancing strategies within the loyalty ecosystem.
• Conduct competitor and market analysis to ensure Myprotein's loyalty programme remains innovative and best-in-class.
• Lead a test-and-learn approach to optimise campaigns, mechanics, and programme performance.
• Work with international stakeholders to adapt and localise loyalty initiatives for regional markets.

About You

To succeed as Loyalty Manager, you will be a commercially minded marketer with experience managing loyalty programmes and driving measurable customer engagement. You will be analytical, data-driven, and thrive in a fast-paced, digital-first environment.

• 3+ Proven experience in developing and executing a Loyalty scheme, demonstrate an understanding of best practices to drive retention, engagement and CLTV.
• Plan, coordinate, and launch targeted loyalty campaigns, collaborate effectively with marketing channels and eCommerce teams to ensure seamless end-to-end campaign delivery.
• Experience in monitoring and analysing performance including both customer data and campaign performance to refine strategies to drive performance further.
• Demonstrate experience in managing and building strong relationships with both internal and external stakeholders, alongside experience in managing direct reports
• Although often seen at Senior Manager level and above, we would also be keen understand any experience related to scheme budgeting and ROI measures.

What's in it for me?

Career Development

• Access bespoke development programmes designed by our in-house L&D team.
• Develop your expertise through our upskilling programme in partnership with an industry-leading training provider.

Enhanced Leave

• 25 days annual leave plus bank holidays.
• Enjoy your birthday off!
• Enhanced maternity and paternity pay based on length of service.
• Up to 10 days compassionate leave.
• Buy back up to 3 days each year.
• Unlock 2 days of volunteer leave after 12 months.

Wellbeing Support

• Face-to-face and virtual appointments with our in-house GP.
• Access to our in-house CBT therapist.
• 24/7 Employee Assistance Programme (EAP) provided by Bupa.
• State-of-the-art on-site gym.
• Access to on-site physiotherapy.

Other Perks

• Save up to 12% on personal tech through our salary sacrifice scheme.
• Subsidised bus pass from Manchester City Centre to our ICON office.
• Up to 50% staff discount on THG brands.
• On-site staff shop.
• On-site barber.
• Referral bonus of up to £1,000.
• Anniversary gifts for 5 and 10 years of service

THG is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG please contact one of our Talent team to discuss further.