Senior Loyalty Manager

Iceland Food Group; Warrington; On-site; GBP 65,000 - 95,000; Full time

Benefits offered by this job

Best Place to Work 2026

Healthcare and cash back plans

15% discount in our stores

30% discount in our group restaurants

Partner discounts

Subsidised on site restaurant and Cost

Wellbeing support

Job summary

Iceland Foods in Warrington is seeking a Senior Loyalty Manager to define and lead our online loyalty strategy, driving retention, frequency and lifetime value across ecommerce. You will own the end-to-end loyalty proposition and work with cross-functional teams to differentiate our online offer in a competitive grocery market.

Lead the loyalty roadmap, translate business strategy into priorities, manage partnerships and suppliers, and use data-led decisions to optimise programme economics.

Qualifications

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

Responsibilities

• Define and own the online loyalty vision and roadmap for Iceland.
• Lead the evolution of the loyalty proposition and ensure it is commercially viable.
• Translate business strategy into clear loyalty priorities and lead growth initiatives.
• Own loyalty performance including retention, frequency and CLV; manage forecasts.
• Embed loyalty across online customer journeys and work with CRO, UX and product teams.

Skills

Loyalty management

Commercial analytics

Ecommerce journeys

Stakeholder influence

Tools

CRM platforms

Job description

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 Icelands online offer in a highly competitive grocery market.

Key Responsibilities:

• Online Loyalty Strategy & Proposition
• 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
• Commercial Ownership & Performance
• 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
• Ecommerce & Customer Experience
• Embed loyalty across online customer journeys
• Work with CRO, UX and product teams
• Use loyalty to support wider ecommerce growth initiatives
• Data, Insight & Personalisation
• Leverage first-party data for segmentation and targeting
• Partner with CRM and insight teams
• Champion experimentation and data-led decisions
• Cross-Functional Leadership
• 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 30% discount in our group restaurants
• Partner discounts
• Subsidised on site restaurant and Costa (Head Office)
• Mental, physical and financial wellbeing support