Head of Customer Growth & Loyalty

Tesco; Dún Laoghaire; On-site; EUR 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid working week

Inclusive culture

Accessibility support

Job summary

Tesco Ireland seeks a Head of Customer Growth & Loyalty to drive the evolution of Clubcard and lead omnichannel customer engagement. You will maximise customer value by leveraging data, loyalty, and marketing technology across Tesco Ireland and the Tesco Group.

In this senior role you will shape CRM strategies, lifecycle management and personalisation, while delivering measurable growth and leading a high-performing team in a blended working environment.

Qualifications

• Deep understanding of customer lifecycle management and CRM best practice.
• Strong commercial acumen with a track record of delivering measurable growth outcomes.
• Experience working with customer data, analytics and audience strategies.
• Proven stakeholder management and influencing skills across senior leadership teams.
• Experience leading high-performing teams and developing talent.
• Strong project and change management capability.
• Experience in grocery retail, loyalty-led businesses or large consumer organisations.
• Leadership experience in loyalty, CRM, personalisation or customer growth roles.
• Knowledge of Adobe Experience Platform, Adobe Journey Optimizer and customer data platforms.
• Experience collaborating within a matrix organisation and working with central/group teams.
• Understanding of AI-driven personalisation, marketing automation and advanced customer analytics.

Responsibilities

• Lead our customer growth and loyalty strategy aligned to commercial and customer objectives.
• Oversee the roadmap to grow active customers, shopping frequency, basket value, retention and customer value.
• Deliver customer growth targets and KPIs.
• Champion a customer-first culture through the use of insight, analytics and customer understanding.
• Lead the strategic direction and performance of Clubcard.
• Develop the Clubcard proposition to strengthen customer loyalty, differentiation and perceived value.
• Deliver excellence in Clubcard operations, governance and execution.
• Work with teams across the business to maximise customer and business value from Clubcard.
• Lead Tesco Ireland's CRM strategy across all channels and touchpoints.
• Lead customer lifecycle management including acquisition, welcome, retention, reactivation and loyalty.
• Embed personalisation capabilities that increase relevance and engagement across all customer communications.
• Lead customer contact strategies and governance frameworks.
• Drive continuous improvement in campaign effectiveness and incremental sales contribution.
• Act as Tesco Ireland's senior lead for customer data activation and marketing technology.
• Partner closely with Tesco Group and UK teams to accelerate adoption of Adobe and related customer technologies.
• Drive the implementation of new customer capabilities enabled through Adobe and wider customer technology investments.
• Promote best practice in customer data management, audience creation, automation and campaign orchestration.
• Lead, develop and inspire a high-performing Clubcard, CRM and Personalisation team.
• Build strong partnerships across Commercial, Marketing, Digital, Technology, TBS, Finance, Data & Insight functions.
• Act as the primary relationship lead with Tesco Group customer, loyalty, data and marketing technology teams.
• Foster a culture of innovation, accountability and continuous improvement.

Skills

CRM strategy

Loyalty program leadership

Customer data analytics

Stakeholder management

Team leadership

Project & change management

Grocery/retail experience

Personalisation & omnichannel

Tools

Adobe Experience Platform

Adobe Journey Optimizer

Customer data platforms

Job description

The Head of Customer Growth & Loyalty is responsible for driving sustainable customer value growth through Tesco Ireland's loyalty, CRM and personalisation strategy. This role leads the evolution of Clubcard as a strategic growth driver, develops world-class omnichannel customer engagement, and ensures every customer interaction is more relevant, rewarding and personalised. Working closely with teams across Tesco Ireland and Tesco Group, this leader will maximise the value of customer data, loyalty and marketing technology to increase customer acquisition, retention, frequency, spend and lifetime value.

• Customer Growth Strategy: Lead our customer growth and loyalty strategy aligned to commercial and customer objectives. Oversee the roadmap to grow active customers, shopping frequency, basket value, retention and customer value. Deliver customer growth targets and KPIs. Champion a customer-first culture through the use of insight, analytics and customer understanding.
• Clubcard Strategy & Operations: Lead the strategic direction and performance of Clubcard. Develop the Clubcard proposition to strengthen customer loyalty, differentiation and perceived value. Deliver excellence in Clubcard operations, governance and execution. Work with teams across the business to maximise customer and business value from Clubcard.
• CRM & Personalisation. Lead Tesco Ireland's CRM strategy across all channels and touchpoints. Lead customer lifecycle management including acquisition, welcome, retention, reactivation and loyalty. Embed personalisation capabilities that increase relevance and engagement across all customer communications. Lead customer contact strategies and governance frameworks. Drive continuous improvement in campaign effectiveness and incremental sales contribution.
• Marketing Technology. Act as Tesco Ireland's senior lead for customer data activation and marketing technology. Partner closely with Tesco Group and UK teams to accelerate adoption of Adobe and related customer technologies. Drive the implementation of new customer capabilities enabled through Adobe and wider customer technology investments. Promote best practice in customer data management, audience creation, automation and campaign orchestration.
• Leadership & Stakeholder Management: Lead, develop and inspire a high-performing Clubcard, CRM and Personalisation team. Build strong partnerships across Commercial, Marketing, Digital, Technology, TBS, Finance, Data & Insight functions. Act as the primary relationship lead with Tesco Group customer, loyalty, data and marketing technology teams. Foster a culture of innovation, accountability and continuous improvement.

• Deep understanding of customer lifecycle management and CRM best practice.

  Strong commercial acumen with a track record of delivering measurable growth outcomes.

• Experience working with customer data, analytics and audience strategies.

• Proven stakeholder management and influencing skills across senior leadership teams.

• Experience leading high-performing teams and developing talent.

• Strong project and change management capability.

• Experience in grocery retail, loyalty-led businesses or large consumer organisations.

• Leadership experience in loyalty, CRM, personalisation or customer growth roles. Experience leading customer engagement strategies.

• Knowledge of Adobe Experience Platform, Adobe Journey Optimizer and customer data platforms.

• Experience collaborating within a matrix organisation and working with central/group teams.

• Understanding of AI-driven personalisation, marketing automation and advanced customer analytics.

This is an exciting opportunity to play a key leadership role in shaping how Tesco Ireland grows customer loyalty, delivers personalised experiences and creates long-term value for customers and the business.

At Tesco, our vision is to become every customer’s favourite way to shop, whether they are at home or on the move. Our core purpose is to serve our customers, communities, and the planet a little better every day.

At Tesco, we pride ourselves on having an inclusive culture where everyone can truly be themselves. This is embedded in our values: we treat people how they want to be treated. We celebrate diversity and recognize the value and opportunity it brings, ensuring our colleagues feel they can be themselves at work and are supported to be at their best.

We have embraced a blended working week, combining office and remote working. Our offices remain places for connection, collaboration, and innovation. We are committed to building an inclusive workplace that celebrates the cultures, personalities, and preferences of our colleagues, who in turn help build our business's success and reflect the diversity of the communities we serve. Our stores are welcoming places for everyone, with colleagues trained to support those with visible or hidden disabilities through the Sunflower Lanyard programme.

As a large business with diverse roles and flexible working patterns, Tesco can find something that suits you. We celebrate diversity and welcome everyone. Our inclusive recruitment process ensures candidates can thrive and request any necessary adjustments. For more information on accessibility support, visit Tesco Careers Accessibility.

If you need additional support, please email [e-mail]. This will help us understand how we can best support you through the recruitment process.