Are you an experienced CRM or loyalty professional who can design programmes that reward both customer purchasing behaviour and experiential engagement with a brand?
Do you thrive in hands‑on roles where you can launch and optimise customer loyalty initiatives using data, CRM and customer insight?
Are you excited by the opportunity to build a loyalty proposition that blends commerce, community and experiential engagement to deepen customer relationships?
MacGregor Black are partnering with a leading consumer brand on the search for a Loyalty Manager. This is a newly created role at an exciting stage of digital and customer engagement growth. The business is preparing to launch a new customer loyalty programme which represents a significant strategic initiative designed to deepen customer relationships, increase lifetime value and strengthen differentiation in a competitive retail environment. This is a permanent role based in Essex – Hybrid working (4 days per week in the office).
The programme will take a progressive approach to loyalty, rewarding not only customer purchases but also engagement with the brand and wider community. As Loyalty Manager, you will play a pivotal role in shaping, launching and evolving this initiative, ensuring it delivers a compelling experience for customers while driving measurable commercial value.
Reporting into the Digital leadership team, you will work cross‑functionally with Marketing, Design, Digital, Product, Commercial and Technology stakeholders to bring the programme to life. This role requires someone who is equally comfortable operating strategically and delivering hands‑on execution – from building CRM journeys and campaigns to analysing performance data and presenting insights to senior stakeholders.
Key Responsibilities:
- Lead the successful launch and implementation of the loyalty programme, working closely with internal stakeholders and technology partners to deliver the initiative on time and to brief.
- Manage the day‑to‑day operation of the loyalty platform, ensuring a seamless and engaging customer experience across all touchpoints.
- Develop and evolve the programme’s points structure and tiered rewards model, using performance insights to optimise engagement and ROI.
- Identify opportunities to enhance the programme over time, informed by customer behaviour, competitive benchmarking and industry best practice.
- Build and manage CRM communications aligned to the loyalty programme, including lifecycle journeys, triggered messaging and promotional campaigns.
- Work closely with the Marketing team to integrate loyalty initiatives within the broader marketing calendar and brand campaigns.
- Develop segmentation strategies to deliver personalised and relevant communications to loyalty members.
- Define programme KPIs and build reporting frameworks to measure success and track engagement.
- Analyse customer behaviour, redemption patterns and engagement data to generate actionable insights.
- Monitor programme ROI, customer lifetime value, retention and key loyalty metrics, delivering insight‑led reporting to internal stakeholders.
- Manage the relationship with the loyalty technology platform provider to ensure the business extracts maximum value from the platform.
- Collaborate cross‑functionally with Commercial, Digital and Brand teams to align loyalty initiatives with wider business objectives.
- Present programme performance, insights and recommendations clearly to senior stakeholders.
What We’re Looking For:
- Proven experience in CRM and/or customer loyalty programme environments.
- Experience managing or contributing to a customer loyalty programme, ideally with points or tier‑based reward structures.
- Background within Retail, Consumer Goods or Sports sectors.
- Strong analytical capability with the ability to interpret data and translate insights into strategic recommendations.
- Hands‑on CRM experience including building and deploying lifecycle communications such as email and push notifications.
- Excellent project management and stakeholder coordination skills with the ability to drive cross‑functional initiatives.
- Strong communication skills with confidence presenting insights and strategy to senior stakeholders.
- A proactive self‑starter capable of owning and developing a programme independently.
- Experience working with loyalty technology platforms.
- Experience launching a loyalty programme from build phase through to live operation.
- Exposure to gaming, entertainment or other engagement‑led sectors.
- Experience developing segmentation and personalisation strategies.
- Previous leadership or team management experience as the function grows.
- Analytically minded and energised by data‑driven decision making.
- Commercially aware, with a clear understanding of how loyalty programmes drive business performance.
- Hands‑on and pragmatic, comfortable executing as well as shaping strategy.
- Collaborative and influential, with the ability to work effectively across multiple teams.
- Curious and forward‑thinking, with an interest in loyalty innovation across retail, digital and entertainment sectors.
- Adaptable and resilient, comfortable navigating ambiguity and evolving priorities in a fast‑moving environment.
Contact Dan Hookway for more information.
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