Hotel Chocolat, Mint House, Newark Close, Royston SG8 5HL
Closing Date: 19/07/2026
Job Category: Marketing and Creative
Country: UK Region
Division: Group Functions
Job Introduction
We’re looking for a Loyalty Manager on a 6-month contract to lead the transformation of our VIP.ME programme into a best‑in‑class loyalty and rewards membership proposition. This is a high-impact role where you will shape strategy, deliver innovation, and drive meaningful customer engagement that increases customer lifetime value.
You will play a pivotal role in building a programme that attracts, engages, and retains customers, while delivering strong commercial outcomes. Working across multiple teams, you’ll combine creativity, commercial thinking, and strong collaboration skills to bring the VIP.ME vision to life.
About the Role
As Loyalty Manager, you will own the development and execution of our loyalty strategy, leading the evolution of VIP.ME across all customer touchpoints. You’ll partner with internal teams and external providers to deliver a seamless, data‑driven and engaging loyalty experience.
This role sits at the intersection of marketing, digital, retail, CRM, and technology, requiring strong stakeholder management and the ability to influence across the business.
Key Responsibilities
Loyalty Strategy & Transformation
- Lead the end‑to‑end development and delivery of the VIP.ME loyalty programme
- Define the loyalty proposition, including earn‑and‑burn mechanics and reward structures aligned to commercial goals
- Design and optimise customer journeys across acquisition, onboarding, engagement, and retention
- Ensure successful integration of loyalty platforms with internal systems and customer touchpoints
- Collaborate cross‑functionally to ensure operational and commercial viability of the programme
- Develop and deliver a calendar of loyalty campaigns and communications
- Partner with CRM, Marketing Planning, and Trade teams to integrate loyalty into wider campaigns
- Create compelling, data‑led customer propositions to drive acquisition, frequency, and retention
- Work with creative, digital, and agency partners to deliver impactful go‑to‑market activity
- Manage the relationship with the loyalty platform provider
- Work closely with technology teams to ensure performance, governance, and ongoing development
- Influence the product roadmap to maximise platform capability
- Oversee budgets, contracts, and vendor relationships
Performance & Reporting
- Define and manage a robust measurement framework for loyalty activity
- Analyse performance against key KPIs including engagement, CLTV, and conversion metrics
- Deliver regular reporting and insights to senior stakeholders
- Lead post‑campaign reviews and embed learnings into future activity
About You
- Experience working within or managing a loyalty, membership, or customer retention programme
- Strong commercial acumen with experience building business cases and driving ROI
- Excellent communication skills and proven cross‑functional collaboration
- Experience with loyalty or CRM platforms
- Background in retail, hospitality, leisure, or subscription‑based businesses
- Strong analytical and reporting skills
- Strong project management and organisational skills
- Experience influencing senior stakeholders and leading initiatives in fast‑paced environments
Personal Attributes
You are:
- A proactive self‑starter who embraces change and drives improvement
- A confident communicator who adapts style to different audiences
- Highly collaborative and able to build strong cross‑functional relationships
- A strong decision‑maker who balances data, insight, and commercial impact
- Inclusive, engaging, and committed to building a positive team culture
- Motivated by delivering results and inspiring others to do the same
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