Loyalty Manager
Are you the next addition to our growing Digital Team?
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Creating original and innovative luxury soft toys, Jellycat combines luxurious fabrics with quirky and cute designs and sells its products online and via stockists throughout the UK, Europe and the rest of the world.
This role is DTC focused and sits within the global Digital Marketing function in the wider Ecommerce team.
The Loyalty Manager will be responsible for defining, developing, and managing our customer rewards scheme. This role requires a strategic thinker with a passion for enhancing customer engagement, driving customer loyalty, and delivering exceptional customer experiences. The successful candidate will collaborate with various departments to ensure the loyalty programme aligns with our business goals and brand values.
You'll be;
- Designing and implementing a comprehensive customer loyalty programme
- Conducting research to understand customer needs, preferences, and trends
- Aligning with Fanbase Manager to ensure programme is defined separately
- Developing rewards and incentives that appeal to diverse customer segments globally
- Overseeing the operations of the loyalty programme
- Monitoring and analysing programme performance
- Supporting the management of the loyalty programme budget
- Developing and implementing strategies to increase customer participation and engagement with the brand
- Working with the wider team to create compelling campaigns that promote the loyalty programme and its benefits
- Ensuring consistent communication with customers through various channels, including email, SMS, social media, etc
- Collaborating with cross-functional teams to ensure the loyalty programme is integrated into all customer touchpoints
- Coordinating with international teams to adapt the loyalty programme to local markets and cultures
- Tracking and analysing key performance indicators related to customer loyalty and programme effectiveness
- Preparing regular reports for senior management, providing insights and actionable recommendations for enhancements
- Utilising customer data to identify trends, opportunities, and areas for continuous improvement
- Developing initiatives to enhance the overall customer experience, strengthen customer relationships and build brand love
- Addressing customer feedback and concerns related to the loyalty programme
- Supporting the team in fostering a customer-centric culture
- Utilising analytics tools to measure the effectiveness of digital marketing campaigns and content strategies
- Developing a reporting suite for these channels to monitor and analyse performance
- Providing insights and actionable recommendations based on data analysis to enhance campaign performance
You'll have;
- Minimum 5 years working experience in loyalty field
- Proven experience in managing loyalty programmes or customer engagement initiatives
- Experience working in Luxury/Premium categories
- Strong understanding of customer behaviour, segmentation, and lifecycle management
- Excellent analytical skills with the ability to interpret complex data and make data-driven decisions
- Proficiency in using CRM software, loyalty programme platforms, and data analysis tools
- Excellent communication and project management skills
- Strong attention to detail and ability to work in a fast-paced environment
- Excellent communication and stakeholder management skills
- Ability to manage and present data clearly
- Department
- eCommerce
- Locations
- London
- Remote status
- Hybrid Remote
- Employment type
- Full-time
London
Our Perks & Benefits
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Discretionary Bonus Scheme
All our employees are eligible for a discretionary annual bonus based on the success of the company.
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Private Medical Insurance
We offer a premium level of cover for all Head Office employees through Vitality including Optical and Dental cover.
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Group Life Cover
We offer Life Insurance at 4 x basic salary
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25 days paid holiday
We value that you get more time with your family and friends. Therefore we offer everybody 25 days paid holiday.
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Hybrid working
We value work-life balance highly, therefore we work a hybrid model. Our whole company days are Tuesdays or Thursdays.
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Employee Assistance Program
Committed to the health and wellbeing of all our employees, we offer a comprehensive and confidential support program through Health Assured
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Private Chef!
Every Tuesday and Thursday we have the pleasure of having our own Private Chef team who prepare us all a buffet style breakfast and lunch. This is subsidised by the company with a small employee contribution.
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Regular social & team events
We have a very imaginative and active social committee who meet regularly to put on events that help us mark special occasions and celebrate our successes as a team.
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Contributory Pension Scheme
We offer a salary sacrifice pension scheme through Scottish Widows with a company and employee contribution of 5% each (you can of course increase your contribution).
Loyalty Manager
Are you the next addition to our growing Digital Team?
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