Senior Manager, Retention & Loyalty

TN United Kingdom; London; On-site; GBP 60,000 - 90,000; Full time

Job summary

A leading convenience retail platform in London is seeking a Senior Manager for Retention & Loyalty. This role involves shaping CRM strategies to enhance customer retention and lifetime value, collaborating with marketing teams, and leading customer engagement initiatives. Ideal candidates will have extensive experience in CRM marketing and a proven track record of optimizing loyalty programs.

Qualifications

• 8+ years’ experience in CRM marketing (B2C).
• Experience managing or optimising a loyalty program.
• Strong people management skills.

Responsibilities

• Lead the CRM function, driving customer retention and loyalty.
• Set the vision for leveraging data to deliver a personalised customer experience.
• Design and present quarterly customer engagement surveys.

Skills

CRM marketing

Customer retention

Data analysis

People management

Problem-solving

Tools

Braze

HTML

GSheets

Looker

SQL

Job description

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Senior Manager, Retention & Loyalty, London

Client:

Location: London, United Kingdom

Job Category: Other

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EU work permit required: Yes

Job Reference: 732197f5192f

Job Views: 3

Posted: 23.05.2025

Expiry Date: 07.07.2025

Job Description:

We have an exciting opportunity for a Senior Retention & Loyalty Manager to join our team. This role will shape Zapp’s CRM and Loyalty strategy, driving retention, customer lifetime value, and brand advocacy. You will also have the ability to work directly with our Founder!

Zapp is London’s leading premium convenience retail platform. Founded in 2020, our vision is to disrupt the multi-trillion dollar convenience retail market, currently dominated by major players, by developing best-in-class customer-centric technology and fulfilment solutions. Zapp partners with some of the world’s leading brands to deliver an exclusive range of hand-picked products 24/7, delivered in minutes.

Here’s What You’d Be Doing

• Lead the CRM function, driving customer retention, repeat purchases, lifetime value, and loyalty.
• Set the vision for leveraging data to deliver a personalised customer experience.
• Collaborate with our Senior Brand Marketing Manager to ensure CRM communications align with Zapp’s brand identity.
• Break down the marketing strategy into clear objectives for the team and curate the CRM marketing calendar, working closely with Supply, Partnerships, and Commercial teams.
• Define key customer lifecycle KPIs to continuously optimise based on performance.
• Design, execute, and present quarterly customer engagement surveys, gathering insights to refine strategy and improve the customer experience. Coordinate regular focus group sessions with top customers to gather valuable feedback to be shared with the core stakeholders.

What We’re Looking For

• 8+ years’ experience in CRM marketing (B2C), with hands-on experience using Braze for executing campaigns across email, push, and in-app messaging.
• Experience managing or optimising a loyalty program, with a strong understanding of customer retention, engagement strategies, and rewards structures.
• Proficient in HTML and comfortable performing analysis in tools like GSheets and Looker. SQL knowledge is a plus.
• Strong people management skills, confident in leading and developing a team.
• Ability to design engaging campaigns and analyse performance data with a creative and commercial approach.
• A customer-first mindset with excellent problem-solving skills.
• Proactive thinker with a strong sense of ownership and the ability to think critically and independently.