Senior Loyalty Manager

Iceland Food Group; Greater London; Presencial; GBP 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Best Place to Work 2026

Supportive Team

Healthcare & cash back plans

15% store discount

50% Big Table Discount

Partner discounts

On-site restaurant & Costa

Wellbeing support

Descripción de la vacante

Iceland Foods is seeking a Senior Loyalty Manager to define and lead the online loyalty strategy, driving retention, frequency and lifetime value across the online and in-store experience.

You will own the loyalty proposition end-to-end, collaborate with CRO, UX and product teams, and leverage first-party data to drive growth and differentiation in a competitive grocery market.

Formación

• Extensive experience managing a loyalty proposition.
• Strong commercial and analytical capability.
• Deep understanding of ecommerce customer journeys.
• Experience influencing senior stakeholders.

Responsabilidades

• Define and own the online loyalty vision and roadmap for Iceland.
• Lead the evolution of the loyalty proposition.
• Ensure the loyalty offer is distinctive and commercially viable.
• Translate business strategy into clear loyalty priorities.
• Own loyalty performance including retention, frequency and CLV.
• Manage loyalty business cases and forecasting.
• Identify incremental revenue and margin opportunities.
• Optimise programme economics through test-and-learn.
• Embed loyalty across online customer journeys.
• Work with CRO, UX and product teams.
• Use loyalty to support wider ecommerce growth initiatives.
• Leverage first-party data for segmentation and targeting.
• Partner with CRM and insight teams.
• Champion experimentation and data-led decisions.
• Act as the senior loyalty lead across the business.
• Influence senior stakeholders.
• Manage technology partners and suppliers.

Conocimientos

Loyalty proposition management

Commercial & analytical

Ecommerce customer journeys

Influencing senior stakeholders

Descripción del empleo

Senior Loyalty Manager

As one of the Best Big Companies to Work For, we have a rich history of loving our customers and looking after our teams. We understand that success is achieved through our people, and we are searching for a Senior Loyalty Manager to join our growing business.

Purpose of the role

The Senior Loyalty Manager is accountable for defining and leading Iceland Foods' online loyalty strategy, driving customer retention, frequency and lifetime value. This role owns the end-to-end online loyalty proposition, ensuring it delivers tangible commercial growth, deepens customer relationships and differentiates Iceland's online offer in a highly competitive grocery market.

Key Responsibilities

• Define and own the online loyalty vision and roadmap for Iceland
• Lead the evolution of the loyalty proposition
• Ensure the loyalty offer is distinctive and commercially viable
• Translate business strategy into clear loyalty priorities

• Own loyalty performance including retention, frequency and CLV
• Manage loyalty business cases and forecasting
• Identify incremental revenue and margin opportunities
• Optimise programme economics through test-and-learn

• Embed loyalty across online customer journeys
• Work with CRO, UX and product teams
• Use loyalty to support wider ecommerce growth initiatives

• Leverage first-party data for segmentation and targeting
• Partner with CRM and insight teams
• Champion experimentation and data-led decisions

• Act as the senior loyalty lead across the business
• Influence senior stakeholders
• Manage technology partners and suppliers

Skills & Experience

Essential

• Extensive experience managing a loyalty proposition.
• Strong commercial and analytical capability
• Deep understanding of ecommerce customer journeys
• Experience influencing senior stakeholders

Desirable

• Grocery or FMCG ecommerce experience
• Experience launching or transforming loyalty programmes
• Knowledge of CRM and loyalty platforms

What Success Looks Like

• Improved customer retention, frequency and lifetime value across online and instore.
• Clear commercial ROI from loyalty initiatives
• Loyalty embedded across the customer journey
• Strong internal alignment around loyalty as a growth lever

Benefits and rewards

• ?? Best Place to Work 2026
• ?? Supportive and collaborative team
• ?? Healthcare and cash back plans
• ?? 15% discount in our stores and 50% Big Table Discount
• ??? Partner discounts
• ?? Subsidised on site restaurant and Costa (Head Office)
• ???? Mental, physical and financial wellbeing support