Senior Loyalty Manager

Screwfix; Yeovil; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Screwfix is seeking a Senior Loyalty Manager to lead the loyalty strategy at one of the UK's fastest-growing retailers. This strategic role involves driving customer engagement and retention through innovative loyalty programs, collaborating with various teams to optimize performance and enhance customer experience.

Benefits

Discretionary bonus of up to 50%

Company car or allowance up to £6,500

24/7 GP services

Discounted gym memberships

20% staff discounts at Screwfix and B&Q

Qualifications

• Substantial experience within CRM or Loyalty roles.
• Experience of using Customer Experience Platforms like Braze.
• Proven track record of developing customer strategy.

Responsibilities

• Drive performance across Loyalty Customer Lifetime Value and Engagement.
• Lead the development and optimisation of loyalty programs.
• Manage the loyalty campaign calendar and commercial performance.

Skills

CRM experience

Loyalty strategy development

Stakeholder management

Customer engagement

Tools

Braze

Talon.One

Salesforce Marketing Cloud

Job description

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Overview

It’s a great time to join Screwfix. Thanks to the hard work of our team and record-breaking sales, we’re proud to be one of the fastest-growing retailers in the UK. And we want to pass that growth onto you.

Are you ready to lead the future of loyalty at one of the UK’s fastest-growing retailers? At Screwfix, we’re not just building loyalty programmes, we’re building customer obsession into every interaction. As our new Senior Loyalty Manager, you’ll take the reins of our loyalty strategy, leading a passionate team and working with cutting-edge platforms like Braze and Talon.One to drive retention, engagement and commercial growth across our customer base.

This is a high-impact, strategic role where your work will directly influence the Screwfix growth plan. You’ll be designing and optimising loyalty campaigns across digital channels, steering the customer engagement strategy, and collaborating with senior stakeholders across marketing, digital and commercial teams. If you thrive on turning insight into action and want to shape the loyalty experience for millions of customers, this is your next big move.

At Screwfix, we believe happy, fulfilled colleagues create a stronger business. That’s why we’ve built a workplace that works for you - combining flexibility, inclusivity, and sustainability with opportunities to thrive.

Work-Life Balance

Enjoy the best of both worlds: Our hybrid working offering includes face-to-face collaboration at our welcoming Head Office and flexible hours to fit life’s priorities, whether it’s the school run or personal time.

Belonging & Growth

From day one, you’ll feel part of a team that values your voice and supports your growth. We’re proud to champion diversity because we know unique perspectives make us stronger. Whether starting out or looking for your next step, you’ll thrive here.

Sustainability That Matters

We’re committed to creating a better future, taking bold steps to reduce carbon emissions, use sustainable packaging, and innovate for a greener world. Sustainability drives everything we do, and we’re proud to make a real impact for our planet and future generations.

Join Screwfix and discover a workplace where you can belong, grow, and help build a more sustainable future.

Key responsibilities

• Drive and lead strong performance and delivery across Loyalty Customer Lifetime Value (CLTV), Engagement, Retention and overall sales revenue through CRM owned channels
• Build and foster effective working relationships with key and Senior Stakeholders in and out of own function, influencing and informing key business decisions on loyalty activity to support the Screwfix Growth Plan
• Lead the development and optimisation of Screwfix’s loyalty program.
• Design an ongoing customer engagement strategy to drive the commercial performance of loyalty across the customer lifecycle.
• Lead and manage the loyalty campaign calendar partnering with marketing and commercial to ensure campaign and category focusses are reflected with relevancy for our customer base.
• Utilise insight, campaign analysis and customer feedback to continuously optimise multi-channel campaign performance.
• Develop and optimise loyalty promotion strategy in collaboration with our CRM Comms, digital and commercial teams.
• Work closely with the digital channel owners to ensure that loyalty campaigns are successfully executed across digital channels
• Manage the commercial performance of the loyalty programme through effective forecasting and monitoring of promotional campaign activity and spend against an annual budget.

Required Skills & Experience

• Substantial experience within CRM or Loyalty roles
• Previous experience of working in retail loyalty role desirable
• Experience of using Customer Experience Platforms such as Braze, Ometria, Salesforce Marketing Cloud or similar
• Experience of using Loyalty Management Platforms such as Talon One, Yotpo, Loyalty Lion or similar
• Proven track record of developing and implementing customer strategy with evidence of commercial impact
• Confident in leading CRM and Loyalty teams and driving a high-performance culture
• Proficient at working with Senior stakeholders to deliver strategy and performance updates.

At Screwfix, Your Wellbeing Comes First

We’re committed to supporting your success and wellbeing, both at work and at home. With an incredible benefits package, opportunities for self-development, and rewards including a discretionary bonus of up to 50% and a company car or allowance of up to £6,500 per annum, we put you first.

Your Wellbeing, Our Priority

Health Support: 24/7 GP services, discounted gym memberships, and wellness resources like PepTalk.

Financial Wellbeing: Up to 14% employer pension contributions, life cover of up to 4x salary, and tools like Wagestream to track earnings and save.

Everyday Perks: 20% staff discounts at Screwfix and B&Q, savings on bikes, and exclusive offers via the Hapi app.

Opportunities to Grow: We believe in your potential and offer the tools to thrive, including development programs, career progression, and support to help you achieve your goals.

We believe in equity for all. Please let us know at [e-mail] if you need any additional support or adjustments when it comes to your application.

NO AGENCIES PLEASE

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Marketing and Sales
• Retail