About the role
Loyalty Manager
12 Month FTC (Maternity Leave Cover)
From £50,000 + Pension + BUPA + ShareSave + 6.6 weeks holiday + Hybrid Working
Southampton, Store Support Office
We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they'll love. Join us as a Loyalty Manager and you'll be a big part of this.
Key responsibilities
As the Loyalty Manager you will work closely with the Senior Loyalty Manager to define and deliver the Loyalty propositions. Your focus will be on membership volume and value growth, delivering this through innovation of the propositions, and delivery of Loyalty events and other reward initiatives. You'll be the advocate and custodian of the Loyalty customer experience across various touchpoints to ensure the effective embedding of the Loyalty proposition across channels, journeys, products & services. You'll also be accountable for successful and efficient operations, collaborating with and providing guidance to the Loyalty Ops team to ensure effective operational management. Your responsibilities will include:
Loyalty Proposition Development and Delivery:
Support the Senior Loyalty Manager with the re-design, review, and formulation of new strategies for the
Loyalty proposition, positioning and brand (working with teams that enable the delivery e.g. Brand Marketing)
Own the Loyalty roadmap, driving continuous innovation and evolution of the Loyalty proposition and its
capabilities.
Identify and implement initiatives that acquire new customers into the loyalty programs and nurture and
increase the value of existing loyalty members, such as loyalty events, promotions, rewards, and surprise and-delight initiatives. Owning the end-to-end delivery, working cross functionally with teams such as marketing, commercial and retail
Define how we will look after our most valuable members, using personalised offers and experiences to
recognise and maintain their value
Customer Experience and Journey Management:
Act as the guardian of the loyalty CX throughout the acquisition, sign-up, welcome, and leave journeys
Ensure the effective embedding of the Loyalty propositions across channels and customer journeys
Insights, Reporting, and Performance Analysis:
Engage with data and analytics teams to gather and leverage customer data, generating insights to drive
loyalty strategies
Loyalty Operations:
Be accountable for the effective operational management of the Loyalty programs and execution of Loyalty
initiatives
Provide direction and guidance to the Loyalty Ops team
Collaboration and Stakeholder Management:
Widely share the Loyalty plan and how we will grow value from new and existing members
Collaborate with cross-functional stakeholders - including data & analytics, marketing, digital, commercial,
customer service - to deliver Loyalty objectives and the required customer experience.
Required skills & experience
- Experience in Loyalty program proposition and strategy definition
- Strong understanding and experience in operational management of Loyalty schemes
- Knowledge of Loyalty best practices, trends, and industry standards
- Familiarity with legal and compliance considerations related to Loyalty programs
- Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams and
engage customers
- Good analytical skills with the ability to derive insights from data and make data-driven decisions
- Detail-oriented with strong project management skills to handle multiple initiatives simultaneously
- Creative problem-solving skills and a proactive approach to overcoming challenges
- Experience in the retail, hospitality, or e-commerce industry is beneficial
What's in it for me?
As part of a great team, you'll be valued for who you are.We're committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.
We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!
So we can support you during the application or interview process, please contact recruitment@b-and-q.co.uk for any recruitment adjustments.